Before I talk to you about storyboarding, let me tell you about the time I got a job after I complained about poor service.
I was 17, and my mom and I were ready to check out at JCPenney. We couldn’t find a person anywhere in the juniors department. We walked over to lingerie and finally found someone in the boy’s department.
That someone was a middle-aged man in a suit. With the boldness of a brash teenager, I said, “What do you have to do to get service around here? We’ve been trying to spend our money, but no one’s around to take it.”
My mother gasped. The man said he’d get someone to help us and then he dialed a number on a black phone at the desk in the boy’s department. While we waited for that person to show up, I told him how long we’d waited and said,
“This isn’t acceptable. Your people should be here, ready to serve.”
“Do you think you could do better?” he asked.
“Yes, I do.”
“Then, you’re hired.”
“You’re hired. I’m Mr. ____(I don’t remember his last name now). I’m the store manager. You’re hired. I’ll get someone from Human Resources to process the paperwork. When can you start?”
Continue reading “How Storyboarding Can Help You Spot and Correct Problems”
When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I catalog ridiculously good empathy statements so that I can share them when I’m helping my clients with compassion.
In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy expressions I’ve heard (and felt) to inspire them to come up with their own empathic responses. Let’s make believe you’re with me now, in a training session. I share with you 20 of the best empathic expressions I’ve heard. Here they are: Continue reading “20 Damn Good Ways to Express Empathy to a Customer”
I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy, print off this exercise and facilitate a short discussion with your team.
Continue reading “Here’s a Training Activity for Empathy In Customer Service”
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class.
Here’s a description of the course:
Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in a variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.
- Communicating clearly
- Acknowledging the customer’s concerns
- Being open to additional questions
- Offering alternatives
- Reviewing customer service policies
- Communicating on the phone or via email
- Interacting with customers in person
Duration: 48m 13s
Watch Delivering Bad News to a Customer on LinkedIn and on Lynda.com Or, bring this training to your company.
My website was down for 37 hours this week. Not only was the website down, but we couldn’t send or receive emails. The outage happened because something went wrong in a scheduled site upgrade on Sunday night. My hosting company was to perform a simple process that I thought would take a few minutes.
I reached out to my hosting company more than a dozen times during the 2-day outage, desperately trying to get the issue resolved and to check the status of the problem. In my multiple interactions with the company, they made three critical mistakes in the customer support experience. These are the same three mistakes you can’t afford to make with your customer support experience. Continue reading “The 3 Mistakes You Can’t Afford to Make with Customer Support”