A Side Order of Customer Loyalty…Coming Up!

14 Jun

Customers love superb customer service! LOYAL customers love to brag about their favorite businesses that give them the five star treatment. LOYAL customers will talk your ear off about the small floral shop that has the best customer service. And the star employee who takes up so much time informing them about various flowers, colors, textures and how to get a green thumb. LOYAL customers will travel great distances for businesses that get it right! They will also convince others why they should support that small floral shop and look for “Floral Florence” the engaging employee.

One of the keys reasons that organizations thrive is in part because of….loyal customers! If you are in the restaurant, food services, hospitality, wireless, or beauty industry then you should alter your customer service techniques. Try this simple activity. And commit to changing your actions for a week.

  • Think of yourself as a loyal customer at one of your favorite businesses. Think about a time when you received superb customer service from that business. Where was the business? What makes the service at this business better than any other business you support? How do the employees support and engage customers? How can you do a better job of creating loyal customer service at your job? Write down four things you can do to become more customer friendly.

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Return…to Employer!

11 Jun

I’m wondering if we could…how many of us would return some of the not so friendly frontline customer service reps? Just as we would return unwanted or poorly packaged merchandise? And exchange them for some of those rare employees…whose actions actually mirror job descriptions like this…

  • Ambitious
  • People oriented
  • Willing to work in a team environment
  • Eager to grow and advance company
  • Respond to customer inquiries in a timely, friendly, and efficient manner
  • Provide accurate information
  • Actively listen and resolve customer questions
  • Demonstrate positive attitude
  • Ability to work in a fast paced environment and handle multiple priorities
  • Ability to communicate effectively with customers, peers and management

Who wouldn’t want to be assisted by a customer service rep whose actions align with those components? Those employees make customers feel special, valued and appreciated.

I like feeling that way.

I’m sure you do as well.

Of course, we can’t return or exchange customer service reps. Organizational leaders and managers make those decisions.

However, we do have the option to let organizations know about operational ineffectiveness, bad attitudes, errors, and delays. Employees are vital to organizations. Employee behaviors can enhance or threaten organizations. Some organizations are dying because of poor customer service and low consumer confidence. In this economy, we can’t afford for our communities to lose any more businesses.

Thoughts.

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Toss The Trash…Talk

6 Jun

Its Thursday! Have you taken out the trash? TRASH TALKING ON THE JOB! Its something I’m seeing and hearing about entirely too much on the job. Trash talking about your organization in front of or to customers/clients is not okay! It kills the customer or client service experience. And it erodes customer confidence for organizations.

I totally understand. Organizations and the people who lead them are not perfect! And every working individual has their share of gripes. However, that doesn’t mean that you should broadcast company matters to the public. Here is a list of ten statements that should be thrown out TODAY.

  1. I don’t care anymore.  I’m over it.
  2. I don’t like to get my hands dirty.
  3. Don’t make me go postal.
  4. They are the worst.
  5. Don’t make me go there.
  6. I’m ready to leave.
  7. This is not what I do. This is not what I signed up for.
  8. I’m ready to leave.
  9. Today, is not the day.
  10. My boss is an idiot.

Please, toss them today. And any other statements that are analogous to them. Try to find a way to shift the statements into something positive. There is something good in all organizations. I promise you! You just have to discover the good. And work from that space!

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Bad Customer Service…Is This The New Normal?

3 Jun

A trained workplace expert, its my job to determine why frontline employees behave in the manner that they do. I will say this. My work doesn’t shield me from feeling the brunt, sting, bite, or bark from customer abuse.

In the spirit of full disclosure: I hate being the recipient of bad customer service. There I said it. But, tell me if you know of any customer (including yourself) who just loves to be treated poorly while supporting businesses. None of us do.

Unfortunately, I have noticed a slew of issues with customer service at a number of companies. There have been different dynamics at play. But, here are the scenarios.

Scenario #1 Slow customer service, extended waits, and poor customer greeting at a grocery store.  

Scenario #2 Failure to multitask and assist incoming customers at  a wireless store. 

Scenario #3 Openly complaining about being overworked at a super/convenience store.

It troubles me just having to think about those scenarios again. Then, I started to think….if this is the new normal companies are in big trouble. Customers like myself spend their money at companies where they feel valued.

Do you think bad customer service is the new normal?

Can you adjust to this?

How do you handle bad customer service?

Talk to me…as we will get into to more customer service no nos this week!

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I’m CUCKOO for…

17 May

Growing up…I was never one to sit down and watch cartoons. But, when I think back over my life there was one character who really stood out. He was memorable and funny! His name was Sonny. You’ve seen him…the mascot from the Cocoa Puffs cereal commercial. He has the famous catchphrase “I’m CUCKOO for cocoa puffs.”

I love his enthusiasm. Think about how fast he moves over the chocolate cereal. I then started to realize that we all have something that quickly moves us into action. Something that we are super excited about. Something that we are CUCKOO for. At work. At home. A task. A project. An activity.

What can you declare that you are plain old CUCKOO for today? Declare it! Write It! And tell me about it!

If you have funny and inspirational message…I’d love to share it. Write fromtv2odblogger@gmail.com. Thanks and have a wonderful weekened!

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Control

15 May

The dictionary defines “control” as exercising restraint and to hold back. RE-READ THE DEFINITION AND TAKE NOTE. 

GRAB YOUR CELLULAR DEVICE and locate Janet Jackson’s 1986 smash hit ”Control” and GET READY TO DANCE. 

In what’s noted as one of her biggest hits…Jackson was defiant as she told her coming of age story. By that time, she’d endured some challenges. And had really found her own voice. Ms. Jackson was proud to tell the world she was indeed the h-p-i-c-o-h-l. The head person in charge of her life.

Still dancing? PUT THE PLAYER ON PAUSE FOR A FEW MOMENTS AND KEEP READING! You can take control of your circumstances. Circumstances that feel like weighty problems. Problems that look like reality television drama. Drama that’s intoxicating. DO A WOO-SAH!

It takes a great deal of control to succeed in the workplace. Therefore, I’ve developed a formula for workplace control. WRITE THIS DOWN. Cool. Optimistic. Nurturing. Tell. Responsibility. Obliging. Lead. 

C-Cool tempered folks are folks we need more of in the workplace. This requires a little finesse as it relates to working under pressure, managing our emotions, and not having meltdowns.

O-Optimistic is a trait that’s best suited when we get negative news. As an example, you didn’t get the promotion. It doesn’t mean that all is lost and the world is over. Maybe, its time to look for opportunities somewhere else.

N-Nurturing is a self technique you can practice away from the job. You should make it your mission to enhance your skill set by attending professional sessions. Don’t expect your manager to do everything for you. Develop new skills outside of work and illustrate that work to your boss.

T-Tell your leaders and other hiring managers what you’re good at. Think of yourself as your very own public relations guru. Find opportunities to wedge your foot in the door at executive’s offices. Show and tell them what you can do to make their department or company better.

R-Responsibility is essentially being accountable for your actions. Your decision making. How you prioritize and complete tasks. The manner in which you communicate with your co-workers and external organizational stakeholders.

O-Obliging is the sincere and hearty response you give to an intern who needs assistance. You should always be willing to take the time and provide expertise to folks in the workplace. Try to use some positive humor with this.

L-Lead person is who should aim to be on various tasks. The brain behinds the idea. The researcher with in-depth knowledge on on projects. The go to person who can fix the problem. The lead is often the person who gets promoted.

NOW SING AND DO YOUR HAPPY DANCE! I know you have one! As Janet would say… “NOW YOU’RE IN CONTROL!”

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Snap Out Of It: Get Your Happy Back In The Workplace

13 May

Have you been on an extended snooze fest at your job? Lethargic. Restless. Just BORED OUT OF YOUR MIND. Dealing with the same daily routine. The same old mundane tasks. The same old dry humor from your boss. The same eccentric co-worker who manages to get on your last nerve. You’re just tired. And bored. Bored to tears!

We’ve all endured such challenging seasons in the workplace. Boredom. Low motivation. Slumping productivity. Guess what? You CAN change your forecast. With a little work, you can change your perception of things and how you operate on the job. Here are four easy tips to get your happy back on the job.

1. Find a song you love and make it your work anthem. Listen to an inspirational/motivational song all day long if you have to. On the way to work. At your computer. On your lunch break. Music is very therapeutic. And does wonders for your mental, energy and creativity. Trust me! I know.

2. Create a list of things that will make you more vibrant and thrive in the workplace. No one knows you better than you. Determine what brings you joy and fulfillment in the workplace. Identify challenging opportunities and projects that will amplify you on the job and enhance your skill set.

3. Take a photo of yourself for the next 30 days and write inspirational messages on them.  Seeing is indeed believing. Make an effort to smile on each photo every single day and create a motivational theme like “I’m in love with my job” or ”I like my organization” and assess how each day went. You will be surprised at how much your outlook will change by viewing yourself and your situation in this manner. Post them on a bulletin board or social media site!

4. Ask some of your co-workers out on a date. A fun and productive “professional” date that this. Spend quality time with your peers and find out what excites them over lunch. It doesn’t have to be super expensive. You just want to communicate and build healthy relationships with your co-workers. You could help each other cope in the workplace. You spend more time with your co-workers than your own personal family. So, its important that you know these folks.

 

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