Low Pay, Low Service

How often have you heard the lament “where did good customer service go?”

Has anyone stopped to think that we’re getting what we pay for?

What do you think a quality Customer Service Rep should be paid?  Consider all the aspects of their job before you answer.  The following is a short list of job duties for a basic customer service rep position within a call center environment:

Answer phone, whether in a queue or as a contact within a territory.

Be trained on various software packages including, but not limited to, word processing, spreadsheet, database, customer relationship management, e-mail, and product information data.

Be trained and knowledgable in all aspects of the company’s products, services and processes.  This can, and usually does, include knowing every product and being on top of every new product, knowing people to contact about said products, knowing all aspects of services including contract information and legal liabilities.

Respond to customer requests for order information, product information, process information.

File, copy, fax any and all customer requested or needed documentation.

Be fluent in a particular language, primarily English in the US.  Be able to speak and write well in order to communicate clearly.

Be a team player, willing to jump in when another CSR is either out for the day or in trouble with overload.

Maintain customer contact information for departmental use.

Follow up with all inquiries, whether from external or internal customers.

Sometimes, order entry is also involved, which includes a skill set that involves multi-task capabilities.

Hmmm, I believe I have covered the basics.  If you know anything more, please let me know so I can add it to the list.

 

Anyway, a bank teller, responsible for money! for goodness sakes, has a beginning hourly rate of $8/hour.  Hmm.

A call center employee usually begins at $9/hour.  Hmm.

A retail sales clerk usually begins at $8/hour.  Hmm.

 

Are you seeing the pattern???

Now, I’m not talking about a company hiring off the street, ignorant people.  I’m talking about quality people, some of whom are educated.  Some have an associate degree.  Some have a bachelor degree.  Some have such talent that they could train every customer service rep in the company and still take care of the customer - at the same time.

These people are rarely recognized.  Instead, their managers make three to four times the salary and yet know half as much, expect twice as much from their subordinates while treating them like ignorant, off the street people.  Hmm.  And these people usually don’t last long in these positions because of the treatment they receive.

I applied for a customer service job once that required a bachelor of science degree, existing expertise in the use of a variety of software packages, the ability to learn a catalog of products (approx. 300 separate products) quickly, and be an independent thinker.  Sounds great, doesn’t it?  I interviewed twice for the position, then was offered a beginning salary of $10/hour.  No bonuses, no increase in pay until after a year, limited benefits.  Hmm.  I turned the offer down.  Soon thereafter I found a position paying three times more and expecting about the same in experience and skill level. 

I shake my head in disappointment when I hear similar stories on the street…from people with highly developed communication skills, education and the ability to learn new things quickly.  From people who simply love to serve others, who want to make Customer Service a career, but are limited because very few companies actually understand the importance of good pay to keep good people. 

No, its not always about money, but to be able to support yourself and a family while being compensated for outstanding skills is certainly something to think about.

I welcome any and all comments, experiences, thoughts.  Please feel free to leave your comment below!

Today is the First Day…

Where is your enthusiasm? 

Feeling a bit down and unsure how to get your smile back?

Remember the saying “Today is the first day of the rest of your life?”   Then let’s apply the principle to today.  Can you recall the enthusiasm you had during your first week on the job?  Why did you have it then and not now?  What is it that’s getting in your way?  Is it you?  Is it your co-worker?  Is it new company policies you disagree with?

Guess what?  The customer doesn’t care, but your co-workers and managers do.  As should you.

So, figure out the problem - now.  The solution?  Act like today is the first day on the job, your customer is new to you, the products/services you’re offering are valuable, your co-workers are people with problems too.

I have learned that starting my day over is possible.  It’s all about perspective.  Where am I looking for satisfaction?  Am I lost in thinking about next week or next year?  Am I resentful that I haven’t moved up in the company as quickly as I thought I would?  Is my manager being unfair?  Are my co-workers annoying?

Again, the customer doesn’t care.  If your attitude reflects any of the above feelings, then take care of them now.  Your customer will suffer, not your co-workers, not your manager.  In the end, you will suffer because you’re not living to your ideals and potential.

Sounds easy, right?  Actually it is.  The next time you’re in the restroom, take a deep breath.  Remind yourself of why you took this job.  Remind yourself that you were hired because your skills were needed, and they’re willing to pay you for those skills.  Remind yourself that being paid for a job is important, that you are responsible for being of value for that paycheck.  Remind yourself that your customers need you.

Okay, let’s say the above doesn’t work because you’ve been working 10 hours overtime every week, the dog has been sick, family members are vying for your attention and you’re just pooped.  Talk to your manager.  How long with the mandatory overtime last?  Plan your day…take control.  You are not responsible for everyone, just yourself.  Do what you can and leave the rest to someone else.  Again, it is all about perspective.

Does this help?  Does this answer your question?  Leave me a note and let me know your thoughts.

Change will happen, now deal with it

During the morning meeting your manager announces that the company has been purchased by a competitor.  The two companies will be merging all departments by year end, the headquarters will be located in a different state and your jobs are safe.  Now, on to the rest of the meeting.

Of course, at this point you simply cannot hear anything the manager has to say.  Just a few moments ago you were feeling secure and safe in your position/role within the company.  Now there’s a possibility that you won’t have a job.  Shock, fear and uncertainty are what you’re feeling and to heck with the rest of the meeting - how long before you’re laid off?!

Okay, get a grip.  Take a breath.  Your manager just told you that your job is safe.  So, as far as you know, today you have a job.  It is normal to feel a sense of despair, to have the pit of your stomach sink to new levels, to sweat a bit.

Allow yourself some time to adjust to the news.  Cleaning out your desk is not necessary or warranted.  Engaging in gossip with your co-workers will only make things worse and keep you away from taking care of your customers.  Under no circumstances do you mention this information to your customers.  Business will continue as usual and you are capable of continuing forward, even under some additional stress.

Eat a healthy diet, get plenty of rest, take time to play, take time to reflect.  Remain calm through the next few days.

If your manager has not provided additional information in the following days, remember that he/she may not have information to provide.  If you’re getting reassurances that your position is safe, then believe them. 

Change is a process, not an event.  View this change as an opportunity to grow, develop and improve.  A new company means new products to learn, new customers to service, new personnel to welcome into the fold.

Thriving on change may not be your style, but now is the time to learn to be adaptable and flexible - it will help you work through the process more easily.

Bouncing back with resiliency allows you to deal with change more effectively.

More tips on how to deal with change:

Take personal responsibility to move through the change process by focusing on top priorities - primarily your customer.

Focus only on those things that are necessary to do your job better and to take care of your customer.

Look ahead to the end result of the change, look for the positives.

Move into problem solving mode.  This way you stay in charge.

 

Any comments or stories you would like to add would be welcomed.  In this day of constant changes within business structures we all need to know how to survive change and be better for it.

What are you Doing now that you Know?

Knowing and doing world-class customer service are two very different things.  I can sit at home, comfortably nestled into the corner of my sofa with a warm cup of coffee and a danish.  Contemplating my vast knowledge of customer service, I can imagine a variety of scenarios, conversations, meetings and issues and answer every possible question about myself, my company’s product or service and even my competitor’s product or service.  Yes, sitting within the confines of my home, I can even convince myself that I am the best customer service expert in the field.  The big question, though, that every one of us needs to ask ourselves is “What am I Doing?”

Yes, actions do speak louder than words.  Over the years I have had a checklist of do’s and don’ts either in my daily planner or taped to my desk.  This checklist has kept me on track and focused, and is all about Doing rather than Knowing.

Here are some thoughts and ideas to help you generate your own checklist:

1.  Be friendly - How friendly are you?  Are you smiling when talking with a customer?  Are you offering friendly words of welcome when meeting the customer?

2.  Be positive - What are your thoughts?  How are you guiding them?  When finding yourself drifting into self-doubt, gossip, criticism of others and/or the company, do you stop and change the attitude?

3.  Your words set the tone - What word and tone choices are you making?  All encounters with customers are yours to control.  What are the first words you’re using to set the tone?

4.  Know the product or service you’re selling/providing to the customer - The customer does not care about anything except what your product or service can do for them.  What benefits does your product or service offer?  Do you know them?  How are you describing those benefits to the customer?

5.  Serve the customer - Are you serving the customer in terms of them or you?  Remember, the customer does not care what your situation is, only about their situation and their problem.  That is why they’re calling you.

6.  Telling the customer why you can - No one wants to hear why you can’t, so tell them what you can do and how you’re going to do it.

7.  Company policy is not customer service - Hiding behind “I’m sorry, that’s our policy” is offensive to the customer and let’s them know that you, the CSR, have no interest in helping them.  Never quote the policy or hide behind it.

8.  You are responsible - There is a difference, though very fine, between taking it personally and handling it personally.  Setting your feelings aside for the moment, what are you doing to personally handle the situation for your customer?

9.  Take your job seriously and your customer will take you seriously - You become a partner with your customer and the priority becomes the customer’s need. 

10.  You’re part of a team…Be responsible for your part - What are you doing to ensure that your job is done perfectly?  Knowing that you are part of a team is important, but more important is doing your part so the team succeeds.

 

Hire Talent - Teach Mechanics

An example of when hiring talent vs. hiring hard skills would have saved time, money and sanity:

I entered a department as Manager with 5 employees, 4 CSRs and 1 order entry/front desk person.  Each CSR was assigned an outside sales rep and was responsible for all customers within the assigned territories.  Each CSR was also responsible for processing 50+ orders per day (prepping them for order entry), responding to e-mail inquiries, answering the telephone on a rotational basis, checking the previous day’s orders for accuracy, filing those orders, checking with production on in-house orders and getting back to the customer in a timely fashion.

One gal has been with the company over 10 years.  She knows the product inside and out.  She knows the sales rep and has a terrific working relationship with him.  She is methodical, a perfectionist and is able to tell others the right process for the task at hand.  Sounds like someone that should be a CSR?  Nope.  Every e-mail required three readings to ensure she understood what was being asked.  Every order required at least three reviews before being filed.  Every order to be processed required at least three reviews to ensure accuracy.  Every phone call required all information possibly available to ensure that she understands what the customer really wants.  I could go on.   By the time I met her she had been in customer service for three years, was on anti-anxiety medication and could not complete a day’s work within the 8 hours allotted.  She was sneaking work to do on her lunch hour, taking work home, etc.  Without my knowledge, by the way.  Once I found out I put a stop to it.

Technically, she was perfect for the job.  But she had no talent for this kind of work.  Her methods were sound for bookkeeping, inventory taking, database administration.  But not for responding to a customer and providing timely information. 

I knew something had to be done.  I also knew that the company could benefit more from her talents, in another department.  Which one became the question.  I reviewed her skills and my dilemma with my boss, VP of Sales and Marketing.  His first response?  Fire her and get someone who can do the job right.  My response?  Heck no!  She’s talented, just not right for this position.

About 4 months passed and a position opened up that was perfect for her.  Inventory Specialist.  We needed someone with extraordinary attention to detail, capable of working unsupervised, able to learn new software.  Absolutely perfect.  By month’s end we transferred her to the new position.  Two months pass and she is no longer taking anti-anxiety medication, is eating well, is smiling often and is a tremendous asset to the company.

Oh yes, we replaced her with a customer focused, talented CSR capable of learning the tasks associated with the position.

Conflict Resolution

Miscommunication is often the cause of conflict, therefore it makes sense that good communication is the key to resolving it.  Assuming good communication skills are in place, in conflict resolution it is important to listen, pay attention to non-verbal cues, ask good questions, think before responding to allow for good word choice when responding, and be sure to say something that shows you value the persons involved.

Listen:  do not interrupt when someone is telling you about the conflict.  Listen to all sides before acting or responding.

Pay attention to non-verbal cues:  stand comfortably in a manner that shows you’re listening.  Show concern in your facial expressions.  Be sure to have a pleasant, attentive facial expression.

Ask questions: use non-judgemental words when questioning.  You’re looking for information only, not an opportunity to lay blame.

After obtaining information: take the time to think before responding.  Plan what you’re going to say.  Choose your words carefully and wisely.  As a facilitator make sure what you say matches the tone in which you say it.  Remember that you want all parties involved to work toward an agreeable solution.

Always include statements that show you value those involved: display empathy while acknowledging their input.

Encourage participation with openness:  statements like “I’m glad you thought of that.”  “Yes, let’s try it.” “How can I help.”  “How can we correct this?”

These are but a few suggestions to keep in mind when attempting to facilitate conflict resolution.  They mainly pertain to a service rep/customer situation, but can be employed with co-workers and subordinates.  One thing that may help is to remember that if I can manage my emotions and maintain objectivity, I can be the problem solver for my customer.

Critical Thinking

Developing critical thinking skills can only add to a repertoire of quality attributes a customer service rep can have.  With this skill, the customer service rep is able to offer much more than a ‘yes’ or ‘no’ answer to their customer.  Focus on the following to become a critical thinker:

Focus on the question or problem, not on the personality.

Ask questions to clarify, repeating your version back to the customer for additional clarification.

Analyze all possible solutions, including those that initially ‘don’t make sense’.

Question the reliability or credibility of the source of information that may become the solution.

Make a value judgement about all possible solutions.

Keep an open mind and be objective.

Decide on the best course of action.

Communicate your final decision effectively.

Throughout the above process, be sensitive to the feelings of others.

Remember, you’re part of a team.

These skills help you to focus on a solution and be much less likely to become distracted from your mission of providing a good solution to the dilemma.  They will also assist in understanding the difference between useful information and idle gossip, maintaining a positive attitude and prevent the assumption of someone else’s responsibility because your’s is clearly defined.

Character Counts

Character is defined by Webster as “one of the attributes or features that make up and distinguish an individual”.  A person with a positive character cares about themself and others.  A positive character enhances your relationships with others.  Some ways to develop a positive character include:

Give each day 110%.  Be committed to showing that you’re dependable and willing to give more than expected.  Work toward finding positive solutions.

Always tell the truth.  Honesty builds trust, encourages loyalty and brings success.  Always do the right thing and act ethically.

Look for the good in people, showing sincere appreciation for their contribution.

Respect the values and experiences of other people.  Be polite, patient and positive.

Be genuinely interested in the people around you.  Pay attention by listening closely, watching their body language and pick up on cues to respond to.

Empathize by walking in someone else’s shoes.  It’s a simple fact that when we care about others’ and their individual issues we are more connected.

Know that everyone has the right to their opinion, goals, religions and lifestyles.  Rather than judge people because they are different from you, appreciate the difference and accept them for who they are.  Appreciating our differences enhances our similarities.

Be an inspiration and motivation to others.  Go the extra mile.  Show someone you care.

Everything you do will in some way affect someone else.  Always think of the impact your actions will have.  By being connected with people on a close level, your actions will reflect that you consider the relationship to be important.

 

 

What do Customers Want?

Have you asked?

Call the customer.  Ask what they want from your customer service reps, from your company, from you.  Are you the manager?  Then you should be calling critical customers regularly for feedback regarding the service they’re receiving.  Are you the customer service rep?  Then you should be asking for feedback during your conversation with the customer.

Do not assume you know what your customers want and need.  It’s easy to sit back and spout - good customer service is about giving the customer the red-carpet treatment.  What does that mean?  I don’t know, but if you do please fill me in.

Surveys and correspondence are all well and good, and should be utilized by every company to gauge customer reactions to service and company products or services.  But, they are not the end-all, be-all.  Nothing beats a telephone conversation.

Here’s an experience I had recently:

A critical customer was agitated and frustrated at our company’s inability to deliver a product within a time specified.  The CSR was unable to get cooperation from production to reduce the lead time to meet the customer’s need, which was considered dire.  Having been trained in critical thinking, the CSR realized that the product could be shipped from another distributor to the customer and received within the time frame the customer requested.  After receiving my permission to contact the other distributor, the CSR was able to get the customer their product in the time the customer needed.  It required a credit to be applied to the distributor and accounting hates to give credits.  I stepped in and overrode accounting’s first reaction - denial- and had the credit applied to the accomodating distributor’s account.  Then, I called the distributor and thanked them for helping us to take care of a customer.  Then I called original customer and asked if the product had been received.  I wish I could have taped this customer’s response - not only to the CSR’s willingness to take ownership of the situation and find a workable solution, but to me.  The customer was very pleased to have the Manager make the follow-up call, and made no attempt to conceal his delight with me and our organization.  Wanna bet that customer will be calling back?  Wanna bet that the distributor, having been thanked personally by me for being so accomodating, will be willing to order more product from us and possibly carry a few more in the future?

This can’t be done for every customer, but it can be done on a situational basis.  I approved the approach to the distributor because this customer was a manufacturer that received a special request from their customer.  I also knew that the distributor was out of the customer’s territory, so we wouldn’t be stepping on toes.  The CSR notified the Account Manager, after all was said and done.

Overall, a successful save for the customer, a grateful Account Manager who thinks the customer will now be more inclined to order from him, a distributor who believes me when I say that we’re customer-focused, and a CSR who is thrilled to have ’saved the day’ for a customer.

 

Are Sales and Customer Service the Same?

Please allow me to answer truthfully with a resounding NO!  They have many similarities, but the bottom line is - they are driven to accomplish different goals.

Successful sales people, account managers, account executives, inside sales, etc. are driven to get the order, make the sale, increase the revenue, add to the bottom line.  They are focused and relationship oriented, but only to the extent that a future sale will come from developing the relationship.  They are trained to find the ‘pain’ the customer is having and to become the ‘medicine’ for that pain with a product or service.  They look for ways to place the company products into the customer’s hands.  A good sales person will feel the thrill of victory upon receiving the order, then be motivated to contact additional leads in their pipeline to get that thrill again.

Successful customer service people, customer care representatives, client services people, etc. are driven to serve the customer.  They are focused and relationship oriented, to the extent that they want to know what the customer needs so they can meet that need.  They look for ways to satisfy the customer, retain the customer, provide the customer with an experience that will have them ‘keep coming back’.  A good customer service rep will feel the thrill of victory when they receive resounding ‘Thank You’s’ from a customer, when production agrees to move their customer’s order forward two days, when the customer calls back and wants more information because they trust the rep to be truthful and dependable.