Customer Service Skills That Lead to Customer Satisfaction

As a customer service professional, what can you do to enhance customer satisfaction and build a lasting relationship with your customers? If you answered “improve your customer service skills and knowledge,” you are correct. Unfortunately, many managers and their organizations do not take the time to invest in employee knowledge and skill-building. Often, supervisors are not taught how to effectively coach and mentor employees and ongoing customer service skills training is neglected for all employee levels. Cost and time constraints are two common excuses for both of these failures. The ultimate result is lowered employee morale, high turnover, lowered customer satisfaction, and increased customer churn rates.

What skills do you believe are crucial for enhancing customer satisfaction?

If you find yourself in a situation in which customer service skills training is not being provided, take responsibility for your own professional development. There are many options for gaining, updating or upgrading your knowledge and skills.

Read books about customer service.
Search customer service blogs and articles on the Internet.
View free videos and webinars on a variety of websites.
Attend national conferences and professional customer service association meetings (check local listings on the Internet).
Visit local colleges and universities for customer service classes.

The key to improving the chances of providing stellar service to your customers is to focus on personal motivation and continually strive to improve your own knowledge and customer service skills.

The following are specific areas that can lead to improved quality of customer service.

Customer service skills. No matter whether you serve internal or external customers, you are in the “people” business. To be successful in interacting with others, you must be able to communicate verbally and nonverbally, actively listen, empathize, question in a non-threatening manner, provide appropriate feedback, and demonstrate that you have their best interests at heart. All of these skills take a conscious effort on your part after you learn how to use them.

Enhanced knowledge of diversity. The world is continuing to evolve related to interactions between a variety of people. This means that for you to be effective in delivering effective service, you must first understand the needs, wants and expectations of various groups. To help accomplish this: (1) Learn as much as you can about the cultural backgrounds, values, and beliefs of customer groups with whom you are likely to encounter, (2) Explore differences and similarities of people from various generations, (3) Identify preferences of customers based on their genders, age, and ability levels, and (4) Recognize that people have different behavioral style preferences that affect the manner in which they react in various situations. All of these crucial components can impact customer-provider interactions. By increasing your awareness about interpersonal dynamics, you can potentially become a more effective customer service provider.

Organizational and product knowledge. One of the most frustrating things that a customer can experience is an unprepared service professional. This is one who does not know what his or her organization is about, the features, benefits, and functioning of products sold, and services offered. Typically, these areas are addressed briefly in new hire orientation and in the information provided online or in materials provided to employees. Take the time to familiarize yourself with all of these components of the customer service process so that you are prepared to answer questions from customers and offer appropriate options when the time arises.

For additional ideas on how to improve your customer service skills and improve customer satisfaction, search those topics on this blog.

Preparing Customer Service Representatives

by Robert W. Lucas

Preparing Customer Service Representatives

Preparing customer service representatives in the twenty-first century has become a prime strategic initiative in many organizations. That is because they face many challenges in achieving customer satisfaction, increasing customer retention and building customer loyalty that their predecessors did not experience. Technology continues to move at a break-neck pace, while the world economy shifts continually and causes companies to regularly re-evaluate how to best deal with competition. Add to this mix changing customer demographics with culturally-based needs, wants and expectations, and you have a potential prescription for failure.

Customer service representatives in the twenty-first century face many challenges in achieving customer satisfaction, increasing customer retention and building customer loyalty that their predecessors did not experience. Technology continues to move at a break-neck pace, while the world economy shifts continually and causes companies to regularly re-evaluate how to best deal with competition. Add to this mix changing customer demographics with culturally-based needs, wants and expectations, and you have a potential prescription for failure. The concept or practice of customer service is not new throughout the world. In fact, customers are the core of every business. As such, they should be the top priority for every organization. This includes internal (employees) and external customers.

The concept or practice of customer service is not new throughout the world. In fact, customers are the core of every business. As such, they should be the top priority for every organization. This includes internal (employees) and external customers.

Successful managers recognize the need to reduce their customer churn rate and realize that if their customers go away, so do their jobs and organization. This is why truly customer-centric organizations strive to attract, hire, and retain the best qualified and capable customer service representatives (also known as customer care professionals) that they can find. They also pay competitive wages, provide industry-comparable benefits and continually train everyone in the organization. This training includes product and organizational culture information, as well as, the customer service skills necessary to effectively interact with all types of customers face-to-face and via technology.

In addition to effectively training employees, customer-focused organizations also ensure that all supervisors and managers have been trained in ways to effectively coach and mentor staff members. They also ensure that written policies and procedures are in place to provide guidance on expectations and processes so that all employees know what is expected of them. Also, to help employees deliver the best customer service possible, organizations must provide the most up-to-date software and equipment available, if it is required to help deliver stellar customer service.

A final means of preparing customer service representatives for the challenges that they will likely face on any given day is to empower them to make decisions, when necessary to satisfy a customer or resolve and issue that arises.

For ideas and strategies on better preparing customer service representatives and other employees for the tasks required in their jobs, check out two of my books – Please Every Customer: Delivering Stellar Customer Service Across Cultures, Customer Service Skills for Success and the American Management Association self-study course, How to Be a Great Call Center Representative. This latter resource results in a certificate of completion from the American Management Association once a final exam is taken and submitted to the association.

Strengthening Communication with Customers – Tip#2

by Robert W. Lucas

Strengthening Communication with Customers – Tip#2

Be Consistent

Customers who feel that they have an active role in and control of a service-provider interaction often feel more important and valued. Improved interpersonal communication can lead to higher levels of customer satisfaction and retention and reduced stress for you and your co-workers.

Take advantage of the following strategy to build stronger relationships with your internal and external customers by being consistent.

People tend to like what is familiar. If customers come to know that they can depend on you and your organization to regularly provide timely, factual information, they will likely be more loyal. Provide information and updates to customers on a regular basis, not just when it is convenient for you. This is especially true when you are working on a problem or service breakdown. Remember that they do not know what you know. For example, if you are gathering information or need more time than expected, come back to the customer with periodic updates to give him or her a status check. Do not wait until the time or date that you were expected to resolve the issue to contact the customer; Otherwise, they are likely to be very upset.

For specific strategies on more effective communication with your customers, get a copy of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Strengthening Communication with Customers – Tip#1

by Robert W. Lucas

Strengthening Communication with Customers – Tip#1

Gather Information

Take advantage of the following strategy to build stronger relationships with your internal and external customers by gathering information.

Ask for customer input whenever possible. By knowing more about their needs, wants and expectations, you will be better able to provide services and products that satisfy them. Use communication strategies in publications, books and on the Internet to gather valuable information from people who you encounter on a daily basis.

About Robert W. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Handling Angry Customers

by Robert W. Lucas

Handling Angry Customers

There seem to be a number of issues that are driving the anger that many customers display when dealing with customer service representatives these days. Contributing factors might include the economy, displeasure with government, unemployment, perceived poor service in general and many other challenges facing society. The reality is that, as a customer service representative, you cannot solve these problems or resolve all of your customer’s concerns. However, what you can do is to control the approach that you take when handling angry customers.

Dealing with disgruntled people requires a certain amount of caution, especially in a time when so many people are becoming violent in response to what they perceive as issues beyond their control. For effectively handling angry customers, you must first help the customer move beyond the emotions of the moment. You can then potentially discover the reason for their anger or frustration.

Before dealing with customers in general, check with your supervisor to find out what your organization’s policies are. Also, determine your level of authority for making decisions related to problem resolution. Having this information before a customer encounter provides the tools and knowledge you need to better handle your customers effectively and professionally.

The following are customer service skills and strategies that you can use when handling angry customers during service breakdowns.

Be positive. Tell the customer what you can do rather than what you cannot do.
Remain objective. Remember, angry customers, are usually frustrated with the organization, product, or service that you represent, not at you.
Acknowledge the customer’s feelings of anger. By taking this approach, you’ve acknowledged the customer’s feelings, demonstrated a willingness to assist, and asked the customer to participate in solving the problem.
Reassure the customer. Indicate that you understand why he or she is angry and that you will work with them to resolve the issues.
Listen actively to determine the cause of their anger. Who is “right” or “wrong” makes no difference when handling angry customers. Actively listening and trying to discover the true issue will assure the customer that you are trying to take care of it for him or her.
Avoid language that might inflame the situation. Negative words such as problem, no, can’t and you (directed at the person and indicating that they did or did not do something they should have) can be like throwing gasoline on the fire when dealing with an emotionally charged person.
Negotiate an acceptable solution. Elicit ideas or negotiate an alternative with your customer. Ask open-ended questions that make the customer feel that they are in charge of the situation and have some power. For example, “What do you feel would be an acceptable solution to this matter?” Remember that, with some exceptions, most people are typically reasonable and not out to take advantage of the situation when they feel that you are truly acting in their best interest. They just want to be “made whole” again. In other words, they want what they were promised or paid for and to be compensated for their inconvenience.
Conduct a follow-up. If possible, follow-up as soon as you can with the customer. Don’t assume that the organization’s system will work as designed or that the customer was completely satisfied. By taking this extra step, you are recognizing the customer as an important person to you and the organization and letting them know that you really are working with them to resolve their issue(s). This can go a long way towards getting the customer to generate positive word-of-mouth publicity.

There is no guarantee that these strategies will always work when handling angry customers. However, they provide some basic communication skills and service strategies for helping customer service representatives create a positive outcome in a negative situation. This can ultimately contribute to enhanced customer satisfaction and brand loyalty.

Do You Feel That Fast Food Chain’s Prices Are Reasonable?

by Robert W. Lucas

Do You Feel That Fast Food Chain’s Prices Are Reasonable?

Have you ever suspected that what you pay is not what is always advertised on the menus at McDonald’s and Burger King restaurants? In recent weeks, I have visited several McDonald’s and Burger King fast-food restaurants. Generally, I have not had a problem, but on two occasions (one at each company’s locations), I have received an item on which the cost was more than what was listed on the menu.

In the case of McDonald’s I explained to the cashier that I wanted a hamburger the size of the Quarter Pounder, but I did not want all the normal items (e.g. American cheese, ketchup, mustard, pickles, and onion) on it. Instead, I specified “lettuce, tomato, and mayo only.” I asked if there was anything like that on the menu and she said they could just switch items on the Quarter Pounder. Obviously, they saved money because the sandwich no longer had all the add-on and instead substituted the three items I requested. When I went to pay for the meals, I found out that there was actually a .50 upcharge because I added tomato. I did not see this charge indicated on their menu, nor did the cashier mention it before ringing the item upon the register. Interestingly, they do not give credit for the items they do not supply on sandwiches in such instances.

To McDonald’s credit, when I went online to complain through their website, the district manager did call me back later to discuss the issue. He was very apologetic and said they would address my concerns since customer satisfaction is a major goal for the franchise. He even mailed me a coupon for a free meal.

On a second occasion, when I visited the drive-through to get a Whopper less than a week later, I ordered a sandwich with mayo and tomato only. The cashier asked “do you want cheese?” and without thinking, I said yes, since it was for my mother who likes American cheese. Again there is no notation on their menu that there is an additional charge and the cashier did not mention it. When I got the receipt and realized that there was a .50 cent upcharge, I asked why they had not indicated so on the menu. The cashier’s response was, “I guess they should add that.” Since I had gone through the drive-through and did not feel like wasting time to complain, I have no idea how it would be handled. I can tell you that several years ago, I had another issue with the same location and did complain but nothing seemed to change. I guess I should have learned my lesson then.

Maybe it is just me, but in a competitive business world where the fast-food companies vie daily for customer loyalty, brand loyalty, and customer retention, it seems that these little add-ons might be just the thing to make customers think about going to a competitor that does not upcharge for everything (e.g. Chic-Fil-A or Checkers). I know that when I consider either McDonald’s or Burger King as a possible source, I pause. Also, if I owned a fast-food restaurant, I know I’d certainly list all costs on the menu and provide customer service training to my employees in order to ensure that add-on costs are pointed out during the order process.

Have you had similar experiences? Let’s hear them.

Building Customer Relationships Is an Integral Part of Selling

by Robert W. Lucas

Building Customer Relationships Is an Integral Part of Selling

Building customer relationships is an integral part of selling. If you are a customer service representative who deals with selling products or services, there is a difference between simply providing the information requested by a customer and building a lasting customer relationship in order to help make a sale. This is because you need to gather information to determine actual customer needs or why they are talking to you in the first place before you can effectively offer a specific product or service.

It is not unusual for a customer to ask for price early in a conversation. Several factors account for their actions. Many times it is because they have a history of a customer service representative who has taken advantage of them or not provided a competitive price. In other instances, they may have heard the phrase “buyer beware” and are acting cautiously to feel that they are in control of the interaction. Whatever their reason, you must respect that they are the customer and that you treat them with respect. You must act professionally in order to build trust and identify what best suits their needs. At the same time, you should not withhold the requested information from them.

The sales process is a lot like walking a tightrope. Too much deviation in one direction or another could mean your customer walks with the memory of a rude, controlling or uncooperative sales representative. On the other hand, taking the time to move forward slowly and carefully, can end in having the customer feel as if she or he guided the transaction and succeeded in getting a deal with which they are pleased.

The key to effectively interacting with customers during a sale is to ask appropriate open and closed-ended questions that guide the customer to explain what they need, want and expect. Without such information, you cannot properly negotiate with them to provide a price that is fair for them and your organization.

In situations where a customer asks for pricing upfront, he or she may simply be comparative shopping or trying to control the negotiation in order to get a lower price. Without first asking questions to determine your customer needs, you cannot appropriately respond to their request. This does not mean that you immediately say “no.” It means that you counter professionally with something like, “I’d be happy to share pricing information if you can just answer a question for me. How important are complete satisfaction and guaranteed satisfaction to you?” Once they respond to this, you can provide information about the product/service that you are offering and reinforce your organization’s commitment to customer satisfaction. before moving into price negotiation.

Simply giving pricing to a customer might cause them to say thank you and leave instead of allowing you to share the benefits of the product or service to the customer. Your goal should be to explain how the product or service features you are offering can help meet their needs and wants. You should also provide details about the quality, customer satisfaction, post-sales service, return policies, and other pertinent information that make you the preferred vendor or supplier for customers.

For additional techniques and strategies on how to build strong customer relationships, identifying customer needs, wants and expectations and delivering the best possible customer service, get a copy of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Customer Incentives Lead to Customer Satisfaction

by Robert W. Lucas

Customer Incentives Lead to Customer Satisfaction

Effective customer incentives lead to customer satisfaction if they are thought out and provide something that customers perceive as valuable to them. Unfortunately, many organizations create incentive programs that their marketing team feels would offer value. Such stimulants are often provided without asking customers what they would like to have. While such offerings might look good on a window banner or in a commercial, they often have little meaning for many customers.

If you scan local businesses for the discounts and inducements available, you will likely find some organizations offering little or nothing, while others provide a variety of options. The good news is that many organizations offer some type of incentive to try to entice customers to do business with them. The bad news is that they often waste money and marketing effort because they provide the wrong types of incentives.

While effective customer incentives lead to customer satisfaction, you should remember that customers must perceive value from them if they are to work. Most customers prefer to have something that really addresses their wants and needs; not what marketers decide that they should have.

The following are typical motivators that various companies offer in an effort to gain new customers and to get people to buy the organization’s products or services. As you will read, efforts to provide encouragement to customers often has the opposite impact.

2 for 1 special or buy one, get one free offer. If you have ever received mail or newspaper flyers offering these types of stimulants you know that they can potentially be ineffective. For example, buy one hamburger or meal and get a second one free. If you have someone with whom you can share the offer, then you may be motivated to buy. Unfortunately, this type of come-on is often useless to a single person or someone on a diet, since there is little incentive to buy. A more effective approach might be to offer this deal and also offer the option to buy only one meal at a reduced price.

Buy 2, get 1 free. Many supermarkets offer this type of incentive. The challenge again is that people desiring to make bulk purchases may not be encouraged to take advantage of the offer. Especially, if the products are perishable food.

Coupons for money off a product when purchasing two or more of an item. Similar to the last option, food manufacturers are now using this type of deal. Many people routinely cut and used discount coupons from the Sunday paper. In today’s digital marketplace, where coupons can also be accessed via smart phones and other devices, this multi-item enticement is less attractive to many people. This is because many coupons are now only valid if consumers buy multiple items. Additionally, the discounts offered are still around the same level that they used to be for the purchase of a single item.

Offer for money off the retail price of an item. An effective way to get people to buy something is often to offer a set currency amount or a percentage of the purchase price of an item. Clothing, department, sporting goods and other types of stores often take this path to discount. By making the discount a perceived value to customers (e.g. 25% off) or putting a minimum purchase amount (e.g. $50.00), sales often increase.

Free oil change when first visiting a car repair facility. Depending on the type of oil and filter being offered, this might appeal to some customers. A repair facility using this approach might want to add the option of a discounted price for those who prefer premium oil or a name brand filter. This can help attract a higher tier of customers who might be able to afford additional premium services on their vehicles.

$1,000 rebate or no/reduced finance charge for 36 months. Many new car dealerships now offer several financial-related options from which a customer might choose. Since most people appreciate the opportunity to save money, this approach often appeals to many car buyers. In effect, this choice of incentives puts the customer in control of what he or she gets.

Another type of incentive related to car buying is to offer a low down payment option. This inducement reduces out-of-pocket expenditure. It often appeals to many customers in a tight economic market and for money conscious and entry-level car buyers.

Online basket abandonment offers. Many online retailers now offer an emailed discount offer when customers abandon their shopping cart with items in it before completing a transaction. For this type of situation, many consumers will later opt to go back and make the purchase in exchange for an offer of a discount.

Email opt-in offers. In a world where email in-boxes are overflowing, it is often difficult to get people to provide their email address unless there is some type of financial enticement. A 2014 BlueHornet Networks, Inc survey, revealed that the top reason for giving up an email address is a discount. For consumers, in the 18-45 years old bracket a percentage off offer persuades an email surrender, and for the 46 to 75-year-old group, it was free shipping.

No matter what type of organization you have or for which you work, customer incentives lead to customer satisfaction. The key is determining your customer base, what they perceive as important, and then offering something to satisfy their needs, wants and expectations.

For additional ideas on customer satisfaction strategies, search this website for other articles on the topic.

In what ways do customer incentives lead to customer satisfaction in your organization or those that you patronize? Please share those with other readers.

Building Customer Relationships Leads to Customer Satisfaction

by Robert W. Lucas

Building Customer Relationships Leads to Customer Satisfaction

When was the last time that you had a positive, memorable customer service experience at a bank, store, laundry or other organization? In an age when technology-based service dominates many aspects of business, many organizations have lost the ability to make customers feel special and appreciated. Smart managers and their organizations can separate themselves from the pack by focusing on old-time customer service. When all employees are trained in the skills necessary for creating and maintaining strong interpersonal relationships with customers, companies can take a lead from their competition. That is because building customer relationships leads to customer satisfaction.

To be successful in creating a stellar customer service environment, organizations must prove that they are customer-centric. Customer service must become a strategic initiative driven from the top and practiced by all. Employees at all levels must be trained and held accountable for making customers feel valued. Service in such organizations is a standard, not an exception provided by a few.

The following are strategies that each employee can use for building customer relationships.

Communicate effectively. With so much communication occurring during any given day via technology, many people are forgetting how to effectively communicate with one another face-to-face or over the telephone. Sound verbal and nonverbal communication, coupled with active listening skills, are the keys to any successful interpersonal relationship. This is especially true in a customer service environment where building customer relationships often determines whether someone makes a purchase and shares their positive experience with others or goes away dissatisfied and spreads that message. Through corporate training sessions, online courses and videos, professional development events, articles and books, there is a plethora of information on how to better communicate with others. Each employee should take responsibility for enhancing and honing the communication skills necessary for building customer relationships.

Emphasize the value. It does not matter whether you are selling products, services or both. When you come into contact with a customer or potential customer, you must share reasons why what you offer is the best possible alternative. Your goal is to show that you can meet the needs, wants and expectations of your customers. A rule of successful sales is to sell the benefits, not the features of you offerings. Show the customer why they should choose what you offer over that of a competitor. This can be challenging in a world where your competition is only a mouse click away. Often, your competitors might offer discounts or sell at a lower rate. The differentiator can be that the service and effort you put forth in building customer relationships exceed that of your competition. Think of a time when you paid a bit more for something because you liked the way an employee made you feel during an interaction. Now take that feeling and put it into action for your customers. Go a little further to listen, respond in a friendly manner and make the customer feel valued.

Maintain a flexible stance. Before you ever encounter a customer, make sure that you discuss with your supervisor the level of decision making that you have when it comes to satisfying a customer. Often, organizations that empower front line employees to take extra steps to satisfy a customer are the ones that succeed in building customer relationships. They have lower customer churn rates and higher levels of brand and customer satisfaction.

Capitalize on complaints. Many people fear feedback and often do not ask for it. This is likely based on relationships they have maintained in the past and how they were made to feel. In a service environment, you should always ask for and graciously accept all customer feedback. Look at it as a way to improve yourself, your organization and the way that you deliver service in the future. You can gather feedback at the end of customer interactions, if other customers will not be kept waiting. Take the time to ask if there was anything else that you might have done to make the customer’s experience more positive. Thank them for any feedback that they provide. After they have gone, think of whether there is a way to implement their suggestions. Share these ideas with your supervisor and peers so that all employees benefit.

Building customer relationships is not difficult. It just takes practice and a determination to put forth the effort required to exceed your customers expectations. To get additional ideas on ways to enhance customer experiences in the future, search this blog for other articles on topics on which you have an interest or area in which you need to grow. Also, check out Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and the AMA training course – How to Be Great Call Center Representative.

What suggestions can you offer other readers related to how to build stronger customer relationships? Share them in the comments section.

Gaining Customer Loyalty

by Robert W. Lucas

Gaining Customer Loyalty

Gaining customer loyalty and getting repeat business is crucial for organizational success in today’s global business world. Too many managers and small business owners do not recognize that customer loyalty are not just about competitive pricing and product line offerings. With competition being literally a mouse click away, the differentiator between companies is often the level and quality of customer service that they provide. If companies fail to personalize service, empower customer service representatives to effectively and efficiently serve customers, and invest in the latest service technology, they are likely to suffer from customer churn.

Unfortunately, many organizational leaders have not recognized the need to adopt customer service as a strategic initiative. They also fail to identify consumer trends and go to the effort of meeting changing customer needs, wants and expectations. According to the 2014 American Express Global Customer Service Barometer, 62% of 1,000 American consumers surveyed believe that companies “meet customer expectations.” Only 5% of those surveyed said that interactions that they had with companies “exceeded their expectations,” while 29% thought that companies usually “miss their expectations.” Companies, such as Radio Shack, Borders Books, Blockbuster and Circuit City have paid the price of failure for failing to read and meet customer needs and expectations. Other organizations that are teetering and struggling to regain or maintain market share include Sears, JCPenney, Best Buy and the U.S. Postal Service.

The simple solution for gaining customer loyalty and getting repeat business is to make every customer experience positive. By investing in customer service skills and communication training for all employees, upgrading equipment, processes, and policies regularly, and looking at service through the customer’s eyes, customer loyalty and satisfaction is attainable.

For additional ideas on ways to improve customer service in any organization, check out Please Every Customer: Delivering Stellar Customer Service across Cultures, Customer Service Skills for Success, and How to Be a Great Call Center Representative.