Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."

Now don't get me wrong. I spent many, many years training Customer Service Reps. (CSR's). I'm all for making sure customers receive the best possible service. What I'm not for is the pre-scripted list of questions CSR's are required to ask, regardless of whether they are applicable to the situation at hand. I've seen some checklists with as many as 25 pre-scripted "call quality" standards that CSR's are required to use. If they don't, and someone happens to monitor the call, they get marked down. Ludicrous I say!

Let me give you a few highlights from a recent call I made to my well-known auto club:

CSR: What is the year, make and model of your vehicle?

Me: 2000, GMC, Yukon, Denali

CSR: There is no 2000, GMC, Yukon, Denali (obviously it couldn't be found in her list of computer options so she needed to tell me I was wrong)

Me: Yes there is, I drive it every day

CSR: What's wrong with your vehicle?

Me: I don't know. It won't start.

CSR: Does it need to be towed or jumped?

Me: I don't know. I don't know what's wrong with it.

CSR: Well do you think it needs to be towed or jumped?

Me: I have no clue.

CSR: Where is your vehicle?

Me: In my garage.

CSR: Can you push it out of the garage into the driveway or the street?

Me: No. It's a full size SUV. I can't push it anywhere.

CSR: Is there another way you can get it out of the garage?

Me: No. It won't start.

Eventually, after I'd jumped through enough hoops, the call finally ended.

Chances are it wasn't the CSR's idea to get her laughs for the day by asking me stupid questions. Instead, her own company sabotaged her ability to quickly and efficiently take care of her customer, by requiring she use a scripted questioning process.

What Could Have Gone Better? For starters, rather than telling me that the make and model of my vehicle didn't exist, she could have said that she was having trouble finding it in her database, and then asked for verification. Next, instead of asking me twice about whether the truck needed to be "jumped or towed", she might have asked if I had any ideas about what could be wrong with it.

And finally, considering that she already knew the vehicle wouldn't start, asking a woman to push a truck out of a garage seems a little unreasonable.

What Needs To Change? First, re-think your call quality standards. You may have too many standards; they may be too focused on internally created "shoulds", with very little focus on what matters most to your customers. Involve your CSR's and customers in the process.

Secondly, empower and train your CSR's to think, act and personalize service to best accommodate the given situation. One size does not fit all, or even most! Teach your CSR's how to recognize different communication styles, and then how to adapt their personal style so they can best relate to the customer as an individual. In other words, teach CSR's how to treat customers how THEY want to be treated.

And thirdly, continually ask for feedback from CSR's as well as customers. Make time to find out what's working and what's not working. Pay attention to what they have to say. Make ongoing improvements that benefit everyone. Repeat the cycle.

Companies spend thousands, if not millions of dollars each year to acquire new customers, yet sometimes they forget about how to best take care of the customers they already have.

Everyday your customers and your CSR's make decisions about whether to stay with your company or go to your competitor. Loyalty is built on good, solid relationships. Your company relies on the loyalty of your CSR's to service your customers. And great customer service can set you apart from your competition. Take action now! Stop sabotaging those relationships with unnecessary standards that don't really matter to your customers. Your customers and your CSR's will love you for it.

About The Author

As the owner of Essential Connections, Lora Adrianse is a catalyst for clients who aspire to create dynamic business relationships with their colleagues and customers. She authors a free monthly newsletter, "Relating@Work". Go to her website to subscribe now! www.connectionscoach.com

coach@connectionscoach.com

---

Cheap To Keep

You've heard it all before when it comes to stats... Read More

How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

What Do They Want Anyway?

You want customers. I want customers. We all want customers.... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... Read More

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very... Read More

How to Keep Customers

Who was it that said - "The customer is always... Read More

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

And The Difference is... Attitude

I returned a rental car at an airport yesterday. As... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Your Number One Asset

Customers put you in business, keep you in business, and... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More