Customer Service Week: Good service is magical

It is Customer Service Week in October and if you are  all out of ideas, do not despair, here are some awesome themes and activities. 
Customer Service Week is both an international and a national celebration and it brings out the importance of customer service and of the people who serve and support customers on a daily basis. National Customer Service Week is celebrated during the first full week of October, and this year it falls on October 7-11th. Each year, thousands of companies across the world celebrate Customer Service Week. They represent leading financial, healthcare, insurance, manufacturing, retailing, hospitality, communications, not-for-profit, and educational organisations, as well as government agencies and others.
The theme recognizes that good service is magical. It can turn an unhappy customer into a satisfied long term customer. It can turn an occasional customer into a repeat customer. The best companies recognize that the celebration is actually focused on the employees. After all, they are the ones delivering the exceptional service, to both their internal and their external customers. They are the ones who impact the customers’ experience.

  1. Start the Week with Breakfast – Have a kickoff breakfast when everyone comes to work. If you want to get the C-suite involved, have the executives serve all the employees. According to Gessert, “There’s no better way to say, ‘You’re important to us.’”
  2. Dress Up Day – Set one of the days of National Customer Week aside to let people do something different clothing-wise. Maybe it’s a casual day – or let employees come up with a theme that includes colors or uniforms. Maybe they dress in the attire of their favorite sports teams. The key is to have fun with it.
  3. Internal Recognition and Rewards – It’s always motivational for employees to be recognized for their accomplishments. Consider a town hall meeting and use it as an opportunity to celebrate the success of the organization.
  4. External Recognition – Consider taking the celebration outside of the company. Let your customers know about some of the people “behind the scenes” who deliver the service and support they need.
  5. The Power of the Pen – Executives and managers can take time to pen handwritten notes to employees. Many employees keep these notes. This type of recognition is personal, meaningful and gives the employees a sense of pride about who they work for. Provide a blank thank-you card to every employee and ask each of them to write a note to another fellow employee. This is peer-to-peer recognition and appreciation.
  6. Have a Charitable Fundraiser – Doing something special during the customer service week as part of your “Giving Back” program is always a fun and meaningful activity. It’s a rallying point for employees and makes the statement, “Yes, our business is important, but life is more important.”
  7. Bring in an Outside Speaker – Many of you reading this article will know of a professional keynote speaker on customer service,  We are suggesting  you bring in a customer service speaker  to talk to the employees about the great work they are doing.  and ask if they would join you and deliver a few words at the kickoff breakfast or another time throughout the week.
  8. Recognize Your Customers – Even though we want to focus on employees, it’s still okay to shine the spotlight on your customers too. After all, it is called National Customer Service Week!

Reasons why You May Not Be Getting your dream Job

Can you remember how many job vacancies you have applied for?

Have you imagined why you have applied for several jobs and attended countless job interviews and you have still not been able to get a job?

Applying for jobs and landing those jobs are two different ball games, you know why? It is how you apply for a job that determines if you would ultimately land the job or not. Yeah, this may sound shocking because you have felt like you are close to getting a job, after sending out hundreds of your CV and probably landed job interviews that impressed you, but at the end no job!

We understand that putting in all your effort to search for a job and getting no result at the end could be exhausting because it sure takes courage to keep trying after failing many times.

Regardless of how many times you have tried to get a job and failed, one thing you should know is that job search is an intentional process, and you must be intentional about the right things you should do if you want to get results.

Landing the job of your dreams has little or nothing to do with how many applications you send out, but it has everything to do with the quality of the applications that you send out. You must learn how to apply for fewer jobs and land more interviews that will ultimately get you the job you want. So let’s take a look at some reasons why you are not getting hired:

1. Not Knowing your Career Path

Knowing your career path is the first step you need to take even before you start searching for a job, you know why? It is simply because you need to know the kind of job that best fits your education, skills and even your personality. The truth is that most job seekers think that they can do any job, but that is not true because they cannot do any job. Nobody can do every and any job, there are different jobs for different people.

Discovering your career path is key to finding a job. Employers find it annoying when you apply for a job that you are not even qualified for. Discovering your career path will help you apply for jobs that you are most suited for.

2. Lack of Experience

As it is the dream of every job seeker to land a job, it is also the dream of every employer to get an employee that will get the job done.

Your prospective employer has not worked with you before and does not know what you can or cannot do. The only way an employer is convinced that a candidate can do the job is from the candidate’s experience. An experienced candidate is a better choice for an employer because a least the employer is sure that the candidate has done the job before, and the employer can ride on the candidate’s residual knowledge.

When you lack the experience needed to do a particular job, you would likely not be given the job. Most job vacancies come with stipulated years of experience needed to do the job (some 2 years, 5 years, etc.), and if you apply for that kind of job with no experience there is a higher probability that you would not get the job. However, not having a job experience is not a write off for you. You can still get a job even without any experience, you know how?

3. Poorly Written CV

Do you know that recruiters spend an average of 6 seconds reading your CV? This simply means that you have 6 seconds to convince the recruiter that you are the best person for the job, but how can you do that with a poorly written CV? Gone are the days when you take someone else CV and just duplicate the content without caring if it corresponds or not. If you are still doing that, then you are probably the reason why you not gotten a job offer yet.

Your CV is regarded as your marketing tool, and as a marketing tool, you should use it to sell yourself to your prospective employer. If your CV is poorly written, then it will not fulfill its purpose as a marketing tool. To land the job that you have been waiting for, you have to make sure that your CV is properly written. If you find it challenging to write a good CV, then this CV writing tips is what you need to create an amazing CV.

4. Not Preparation for Interview

A job interview is an opportunity for you to physically meet with your prospective employer to convince him that you are the best person for the position and to also find out if that organization is the best place for you. Many job seekers have the mindset that they are going for an interview to answer questions that the recruiter will ask them, but that is not the essence of an interview.

The reason for an interview is for the organisation to meet with you and determine if you are the best person for the job, and for you to also meet with the organization to discover if that company is the best place for you or not. Since you now know the reason for a job interview, then it is important that you do not go for a job interview unprepared.

Getting to the stage of getting an interview invite in your job search means that you are a few steps away to landing the job of your dreams. You should not thwart all the effort you have put in so far to create a CV, cover letter, and even applying for the job by not preparing for your interview. Not preparing for an interview is not preparing to get a job. 

List of Customer Service Terms You Need to Know

Customer service has its own lingo including dozens of distinct customer service terms.

The more of those customer service terms you know, the easier it’ll be to communicate clearly about the challenges your team faces. Together, you can strive toward improvement.

So let’s look at some of the top customer service terms you should know.

First Call Resolution (FCR)

First call resolution (usually expressed as a percentage or ratio) is when a customer’s question or complain is successfully dealt with the first time he or she makes contact. FCR is considered a vital sign of good customer service. It demonstrates that reps have the knowledge they need.

First Reply Time

First Reply Time is the time that elapses – hopefully in minutes or seconds – between the point when a support ticket is created and the point when an agent responds. A low first reply time makes a strong early impression with a customer who might already be frustrated.

Knowledge Base

A knowledge base is an online database of information support agents can look up to find ready resources for solving particular problems. That can include complete answers for troubleshooting technical issues. You can also develop customer-facing knowledge bases.

Business Rules

Business rules are the specific automation rules an enterprise uses to manage various functions. For example, your email marketing campaigns all have business rules. Business rules can also apply to how a customer service call is routed, responded to, and resolved.

Call Center

A call center is a type of contact center that focuses on handling a high volume of phone calls. On the other hand, a contact center may be devoted to all kinds of omni-channel customer service. Call centers can be inbound service departments or outbound sales departments.

Churn

Customer churn happens when an existing customer ceases doing business with a company. Your churn rate is a measure of the percentage of customers your business loses this way over a certain period of time. Poor customer service is a major contributor to churn.

Coaching

Coaching is where the rubber meets the road on your talent development program for agents. Coaching can take the form of feedback, one-on-one meetings, and contextual lessons delivered within the call management system itself. Good coaching is a predictor of performance gains.

Customer Satisfaction Score (CSAT)

CSAT is one of the most basic metrics customer service teams need to track and grow. It is the average score customers give to a specific interaction with your brand.

Customer Experience

Customer experience has a lot of competing definitions, but you can think of it as the sum of feelings, beliefs, and expectations a customer develops about your brand at a point of contact or during his or her interactions with your company. Each individual can be said to have a different customer experience based on which aspects of the enterprise they’ve interacted with and how well those performed.

Customer Lifetime Value (LTV)

LTV is the revenue impact of a single customer over their entire history (and projected future) interactions with the brand. Customer service teams support higher LTV by making sure product glitches don’t end a customer relationship. They can also do cross-selling and up-selling.

Was this helpful? 

How to write an effective complaint letter

Customer complain

Having a problem with a product or service can be frustrating. When you’re trying to resolve a problem with a company, the first step should be to discuss your concerns with a representative of the business. If a phone call or email doesn’t resolve the problem, consider writing a complaint letter.

A letter is important. It puts your complaint on record with the company, helps preserve any legal rights you may have in the situation, and lets the company know you’re serious about pursuing the complaint.How to write an effective complaint letter

  1. Be clear and concise. …
  2. State exactly what you want done and how long you’re willing to wait for a response. …
  3. Don’t write an angry, sarcastic, or threatening letter. …
  4. Include copies of relevant documents, like receipts, work orders, and warranties. …
  5. Include your name and contact information.
  • Be clear and concise. Describe the item or service you bought and the problem. Include serial or model numbers, and the name and location of the seller. If you’re following up on a conversation, be sure to say who you spoke with and confirm the details of your discussion.
  • State exactly what you want done and how long you’re willing to wait for a response. Be reasonable.
  • Don’t write an angry, sarcastic, or threatening letter. The person reading your letter probably isn’t responsible for the problem, but may be very helpful in resolving it.
  • Include copies of relevant documents, like receipts, work orders, and warranties. You also may want to send copies of emails and notes from conversations you’ve had with the seller about the problem. Keep your originals.
  • Include your name and contact information. If an account is involved, be sure to include the account number.

You may want to send your letter by certified mail and request a return receipt. That way, you’ll have proof that the company got your letter and who signed for it. Was this helpful? 

How do you end a conversation with a customer?

It’s a lesson all live chat support agents need to learn–how you end a chat truly matters.     1. Make Sure All Their Needs Are Met. …
      Before you end a chat, always throw in an extra offer like “Is there anything else I can help you with today?” for good measure
    2. Last Moments Matter. Last moments can colour a whole memory. 
Now imagine exercising your excellent customer service skills on a chat, only to have a customer feel it was awful because of your closing statements in the last few minutes. Can you imagine how terrible that would be? Don’t let that be the case–deliver quality customer service up until the very last closing spiel
3.Avoid Being Abrupt. …

The first rule is more about what NOT to do, but it’s the important first step. Never blurt out a curt “goodbye”. Even if you mean it with the best intentions, it’s hard to convey tone over the Internet. It can come off as rude and like you trying to get the customer out of your hair so you can move onto the next problem on your list. When you end a chat like that, you make customers feel like just that–a problem.Give your customer the same attention you gave her when she first came to you. She is just as important now as she was then. Think about it, you don’t want a customer to think she is less valuable to you after she makes a purchase–because the reality is, she is now more valuable. Positivity goes a long way in turning site visitors and one-time patrons into loyal customers.4. Thank the Customer. …
Thanking a customer for their business is thanking her for the relationship she chose to have with you. Thanking your customer is absolutely crucial to ending your live chat session. This let the customer know that the interaction is more than just about the money.  

5. Give a Goodbye That Means “Talk to You Soon” 

When you are getting ready to end your chat, remember that this is hopefully not the last time this customer will be using your company or buying your product. Avoiding negativity is a huge part of it, but that’s not enough. Remind the customer that you are there for her, and invite her to speak to you again in the future.Try lines like: we appreciate you for choosing us and hope to hear from you soon!

Social media customer service: Things you need to know

Social media customer service is exactly what it sounds like. You use social media tools to provide online customer service and support.

In today’s digital world, people use social media channels to connect with businesses. And they expect businesses to be available on social media to provide help when they need it.

You likely already have a solid strategy for social media marketing and a great customer service team. But do you have a strategy for how your brand will use social media customer service solutions?

Using social media for customer support is different from using the same tools for social marketing. Social media customer service can help improve relationships and protect your brand’s reputation.

1. Make social customer service a priority

You have to view social media customer service as a business priority, not an afterthought. At Bumble, customer service is the “backbone of the entire business.”

2. Set up a dedicated social handle for customer service and support

Brands often use a separate handle to manage social customer support. This helps filter out support and service issues from your primary channel.

3. Create social media guidelines

Social customer support has different challenges and opportunities than social marketing. It is important to have social media guidelines in place for customer support. These should align with your company values and with the social media marketing team.

Your social media guidelines for social customer support should cover some of the following:

 1)Tone of voice

2)Response time for each channel

3)Answer to frequently asked questions

4) Protocol on escalations or other customer issues


Bill of rights: Does a patient have the right to refuse medical treatment?

You have the right to refuse medical treatment. But there are three exceptions to the right to refuse treatment. They occur when others are subsidising the patient’s income during his or her period of injury, sickness and inability to work.

Here are the three main exceptions to the right to refuse:

Workers’ Compensation

If you have been hurt or become sick as a result of your work or your work environment, and you are receiving income through workers’ compensation, then you may not have the right to refuse treatment. While specific laws addressing this issue vary from state to state, the idea is that an employee cannot legally continue to benefit financially by refusing treatment.

There will be gray areas, of course. There may be times a patient wants to refuse treatment for a medical problem unrelated to the injury or sickness that keeps him or her out of work. Refusing to get a flu shot is not the same as refusing a surgery that will repair someone’s body. Drug dependencies, whether or not they are the result of whatever treatment the employee is receiving, may affect that employee’s right to refuse treatment.

Employees may not have the right to refuse to go through a detox program, for example, depending on the results of those drug tests. This varies by state law. If you are receiving workers’ compensation and wish to refuse any sort of treatment, be sure you take the right steps and notify the right people in order to make that treatment refusal decision.

Social Security Disability (SSD)

Similar to workers’ compensation, people who receive social security disability may also find that they cannot legally refuse medical treatment. When taxpayers are providing you with income because you are sick or hurt, and if that illness or injury can be improved or repaired well enough so you can once again support yourself, you will not be allowed to refuse treatment. If you do, you will yield your right to receive that SSD support.As in workers’ comp, there are gray areas to this rule. SSD recipients are expected to pursue all “reasonable” forms of treatment. Of course, “reasonable” is left up to interpretation and treatment outcomes are never certain. If you are receiving SSD payments and wish to refuse any sort of treatment, be sure you take the right steps to make that treatment refusal decision. 

Private Disability

You may have chosen private disability insurance through your employer or individually through a company like Aflac or MassMutual. If your injury or sickness is unrelated to your employment but is affecting your ability to work or support yourself, that’s when your disability insurance will subsidize your income during your convalescence. Your ability to refuse treatment will vary by insurer.

In general, the rules for refusal will be similar to those for Social Security disability and workers’ compensation. The disability insurer won’t be willing to let you choose not to be treated if that refusal means they will have to pay you more money over a longer period of time. If you refuse treatment, you may forfeit those payments.If you are receiving any sort of disability payment and wish to refuse any sort of treatment, be sure you take the right steps to make that treatment refusal decision.

Was this piece helpful?

Don’t neglect your customers complain

When a customer presents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand.

Think about the times when your customers have complained about an inconvenience. There is a great opportunity for improvement if you have ever responded.

If you know that something is annoying your customers, change it.

  • The climate of a business needs to be set with the comfort of the customers in mind. If multiple customers complain about being too hot or cold, adjust the settings.
  • Banking customers need pens. When they are chained to the counter, it sends a message to customers that they cannot be trusted. These are the same customers who are trusting the bank with their money! What is the point of providing pens if they are out of ink?
  • Why not provide a tray of pens imprinted with the company name, website, and phone number? That way, if customers do take one along, it will provide them with easy access to important information about the bank.

Fix the root cause of the problem.

Customer complaints are process improvement alerts. If several customers complain, it creates a great opportunity for your team to improve on methods for delivering exceptional service. When a business hears the same complaint from more than one customer, it’s time to identify and fix the root cause of the problem.

Otherwise, they will eventually go away. Customers are too valuable to ignore their feedback. There is no point in listening to your customers’ complaints if nothing is going to be done to correct the issue. Dealing with the same complaints, again and again, creates frustration and employee apathy. It is also a considerable waste of employee time that could be better-spent building positive relationships with customers.

So in summary, the next time you receive a customer complaint, follow these tips to help transform it into a golden opportunity for your business.

  1. Listen and understand. Always listen to your customers. …
  2. Don’t be afraid to apologize for a mistake. …
  3. Find a solution. …
  4. Follow up with the customer. …
  5. Exceed Expectations.

To grab your customers attention, surprise them

Ways to grab your customer’s attention  in a distracted world

Who doesn’t like a surprise? The best way to form an instant connection with your customers is to surprise them. Creating a sense of delight among your customers can help them in staying connected with you for a longer span of time

Target the right audience

If you choose the right audience, it ensures that your brand has a higher probability of success. You need to begin with narrowing down your potential audience. This can be done by analysing current customers and studying demographic trends.

Thereafter, you could study the market and figure out the kind of people that would use your product or service. Once you have done this, you could look at the marketing activities of your competitors in order to identify gaps in the market. Finally, after identifying the gaps, you need to create a compelling brand copy that can grab the attention of your customers and hold it.

By choosing the right audience, you are ensuring that your campaigns are reaching customers that are already interested in the product. You just have to form a connection with them. They are also more likely to share your campaigns with others, giving you free publicity.

Keep it simple

Any campaign that you design needs to be simple. This is because complexity can often prove to be a turn off for your customers. You do not want that to happen, especially in today’s world.

Nowadays, people are exposed to brands all the time. Be it in the online world, or in the real world; brands have become omnipresent. This means that there is a lot of competition that needs to be dealt with. Often, simplistic brand campaigns can work like a charm.

People do not have the time to go through elaborate product descriptions and features. Instead, they tend to look for something that is much more simplistic and yet serves the purpose. By keeping things simple, a brand can ensure that it can appeal to the masses and grab their attention for longer periods of time.

Simplistic campaigns also help your customers in making a quick decision. This can prove to be a game-changer in today’s competitive environment. Once the customer begins to feel that they have seen what they want, they are ready to make a decision. This helps your brand in quickly realizing sales and building your customer base rapidly.

Feuding Employees: How to mediate conflict between employees

 How you can tactfully turn conflict into consensus between feuding employees

Image result for dealing with employee conflict
How to mediate conflict between employees – Customer service mediator

It’s natural to try to avoid conflict, but as a manager, you’re going to eventually have to deal with a conflict between employees. It is inevitable that there will be some amount of conflict on a team with a variety of industry experts and leaders. Some amount of conflict can be healthy, as long as it is discussed and a conclusion is reached. Clashing personalities or opposing viewpoints can actually bring new thoughts and discussions on aspects of a project that had not been imagined before.

Use the following methods to create harmony in your team and your project.

  1. Be Aware That Conflict Occurs. …
  2. Set the Ground Rules. …
  3. Learn About Destructive Conflicts. …
  4. Stop Conflict When it Happens. …
  5. Get the Whole Story. …
  6. Meet for Resolutions. …
  7. Discuss Both Sides of a Perspective. …
  8. Make Compromise a Goal.

The type of conflict you have to worry about more is unspoken resentment that can erupt in an outburst, or even more deadly, in quiet mutiny or deviation from agreed upon roles, tasks and goals.

So first be aware that conflict occurs

Knowing that conflict may and will occur is the first step to resolving it, especially if you know that certain team members may disagree with each other. By recognizing that there will be conflict, a project manager knows what to expect.

Secondly, set the ground rules

At the beginning of your project set some ground rules in your first meeting. Be sure to address what process will be taken to address conflicts, as they are bound to rise and will need to be taken care of before they spiral out of control. Tell team members that everyone’s ideas are valid and that they shouldn’t be dismissed, even if you do not agree with them.

Then learn about destructive conflicts

Conflict becomes destructive when no resolution is in sight or the issue cannot be resolved. A psychological model for explaining destructive patterns is the persecutor-victim-rescuer triangle. The persecutor would be the bad-guy or bully in this scenerio, but the rescuer is also placing him or herself in a position of superiority over the supposed victim. Stop yourself if you see yourself slipping into any of these roles and also try to recognize it in your team.

How you can tactfully turn conflict into consensus between feuding employees
It is inevitable that there will be some amount of conflict on a team with a variety of industry experts and leaders. Some amount of conflict can be healthy, as long as it is discussed and a conclusion is reached. Clashing personalities or opposing viewpoints can actually bring new thoughts and discussions on aspects of a project that had not been imagined before.Use the following methods to create harmony in your team and your project.

  1. Be Aware That Conflict Occurs. …
  2. Set the Ground Rules. …
  3. Learn About Destructive Conflicts. …
  4. Stop Conflict When it Happens. …
  5. Get the Whole Story. …
  6. Meet for Resolutions. …
  7. Discuss Both Sides of a Perspective. …
  8. Make Compromise a Goal.

The type of conflict you have to worry about more is unspoken resentment that can erupt in an outburst, or even more deadly, in quiet mutiny or deviation from agreed upon roles, tasks and goals.