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  • feedwordpress 20:39:21 on 2018/12/18 Permalink
    Tags: customer service, , satisfaction,   

    Lessons Learned at UPS: Keep Calm and Carry On 


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    2:11 p.m.

    I went to the UPS office to ship a small package before 3:00 p.m. which was the last pick up of the day. One woman was being waited on and there were two other people in front of me. However, the counter clerk appeared efficient, so I assumed the line would move quickly.

    Assumptions can be dangerous.

    The woman being waited on said she didn’t want to send her package through UPS. She just wanted to know what it would cost so she could compare it to other services. The employee was trying to determine a price but needed to enter information into the computer to be accurate. She didn’t have the information he needed and became irritated at him. Still trying to help her, he Facetimed with his supervisor. The supervisor couldn’t fix it, so he called a technician who promised to be at the store within ten minutes.

    At this point, the woman chastised the employee, said she didn’t understand why he couldn’t understand what she was saying and stormed out of the store.

    2:31 p.m.

    Next customer. This man gave the UPS clerk a package sealed in a United States Postal Service (USPS) envelope. The clerk explained that it couldn’t be sent in a USPS envelope from a UPS office as they were two different organizations. Clearly irritated, he began to give the worker a hard time. Once again, calm, polite and patient, the UPS man tried to find a solution and asked the customer if he had ever sent anything from UPS before. This way, he explained, he could look the account up in the computer and see what he could do. The customer responded, “let’s just pretend I have.” More explaining from the clerk. More defiance from the customer.

    2:50 p.m.

    Enter the UPS delivery man. He came to collect packages for his final pick up of the day. The woman in front of me interrupted the man in front of her to ask the clerk if she could get her package onto the truck. I said I had also come early to make sure my package went out today.

    The defiant customer turned toward me and exclaimed “are you blaming me for the delay?” Not wanting to end up as a post on social media that might go viral, I calmly said I wasn’t blaming anyone and just wanted to get my package out. The insolent customer muttered something to the clerk and stormed out of the store. The clerk thanked her for coming.

    Two down. One to go.

    3:04 p.m.

    The woman in front of me was returning a pair of shoes. Easy. I’d be waited on in no time. So, I thought. She originally purchased the shoes in a size 7 she told the clerk. Those were too small she continued, so she ordered them in an 8. They were shipped to her boyfriend’s house in another state, but her boyfriend broke up with her. She thought he loved her, but it turned out he has mental problems. He’s a mental health counselor, but in her opinion, he is the one who needs counseling. Anyway, she continued explaining to the UPS person behind the counter, she’s returning the size 8 because she thinks they are too big, but she’s not sure. They fit correctly at the toe, but her heels kept popping out. She wants to make sure that the return package shows her address and not the ex-boyfriend’s address.

    3:12 p.m.

    She also wrote a note explaining the situation that she’s included in the package. Would he like to hear it? Well, she’ll read it to him to see what he thinks. When she was done, she asked him if he thought it sounded okay. He nodded.

    At this point, I wasn’t sure whether I was really awake, or I was having a bad dream.

    3:22 p.m.

    The delivery driver returns. The shoe woman leaves. My turn. The clerk asks me if I’ve ever shipped from UPS before. I reply, “let’s pretend I have.” Not understanding my attempt at humor, I provided the information he needed, and he quickly completed the transaction.

    3:29 p.m.

    More than one hour later, I finally leave the store.

    Talking does not equal communication. Yet, many of us provide too many details, tend to over-explain, send long wordy emails and deliver hour long presentations that could have been presented in fifteen minutes. The results, especially at work, could be significant.

    If you’re not fully attentive, you may miss an email with important information. If you’re too busy talking and not listening, you may botch an important deal. If you’re too long winded, you could blow a job interview because you’re rambling, instead of making key points. Besides, according to author Joseph McCormack, our brains can’t handle it.

    McCormack says the human brain has the capacity to absorb 750 words per minute, but the average person can only speak 150 words per minute. That means an extra 600 words are floating around in there which gives us more time to tune out and get bored. So, if we’re chastising a worker, babbling to a clerk or taking too long to get to the point, chances are that person isn’t really hearing us.

    What’s the fix?

    Time Testing

    In our programs, we challenge people to present information in different time increments. For example, if their presentation is thirty minutes, we ask them to deliver it in thirty, twenty and even ten minutes. The results are typically astounding. Speakers start honing in on what’s important, eliminate unnecessary details and command attention for longer periods of time.

    Hit the Headline

    Since attention spans start dwindling after ten seconds, it’s important to grab attention as soon as you speak. Like a great headline that draws you in, your first few words should do the same. Make your most important point as soon as you start talking.

    Preparation

    There are many reasons people ramble including nerves, trying to impress and being unsure of how to draw others out. In business however, we observe the lack of preparation techniques. That’s not to say people don’t prepare. They do. But, instead of trying to cram ten pounds of information into a two-pound bag, learning how to effectively use message models will help even the most seasoned presenters condense information.

    Back to the UPS office. Perhaps the real communication lesson learned is from the UPS clerk. Attentive, calm, resourceful and patient. He was also outwardly non-judgmental, which is difficult when people appear hostile. He showed us that it’s important to take all kinds of communication seriously, but not personally. He barely talked. He just listened, which signals he understood their frustration even if he couldn’t fix the problem to their satisfaction.

     
  • feedwordpress 14:26:37 on 2018/04/06 Permalink
    Tags: , , customer service, , ,   

    Are you hearing me? Listening Skills for Leaders 


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    A few years ago, my husband and I bought a kitchen table from a reputable furniture company. Within a week, we noticed a few flaws in the finish. I called the help desk and was instructed to buy an extended warranty policy. They said I would get priority treatment, have a direct dial in line for assistance and would be entitled to additional maintenance past the standard time period. So, we purchased the policy.

    A repairman came to our home and touched up the flaws. A few months later, more of the finish started peeling off. I called again. Another repairman fixed the problem. It happened two or three more times. Each time, someone came to touch up the table. At that point, I should have insisted that the company replace the table, but I didn’t. About two years later, the problem re-surfaced. This time, the company said my extended maintenance contract had expired so there was nothing they could do. They advised me to go buy furniture finishing sticks.

    Fast forward to today; I use those furniture sticks often, but now the table is warping. I contacted customer service. We exchanged multiple e-mails. A representative called me. She was responsive, apologetic and said she was forwarding her notes to management and would have someone call me. She did, and it went something like this.

    “You have a problem with a table?”

    “Yes,” I said. Did you read the notes from the emails and the person I spoke with?”

    She didn’t see any notes. I described the saga again.

    “Well” she responded, “we sent people to your house and everything was fine.”

    It wasn’t fine I stated. If it was fine, I wouldn’t have kept calling back.

    “What” she asked?

    I repeated myself.

    “I’m looking at your file and everything was fine.”

    Now I was annoyed. Again, I explained the situation. Again, she told me everything was fine. “Are you listening to me?” I asked.

    “Yes, she said. I see that every time we sent someone to your house, everything was fine”.

    Tired of talking to someone who wasn’t paying attention and didn’t seem to care, I told her I would never shop at her furniture store again. She said that’s unfortunate. I said it was fine and hung up. I don’t blame this company for failing to replace a table that is out of extended warranty. I do blame their management for failure to listen to their customers. I blame them for lack of empathy. And I blame them for not making communication a priority.

    There are several ways to tell if someone is really listening to you. In person, they will maintain eye contact, so you know they’re listening. They often angle their body toward you which signals they are in the conversation. Engaged listeners typically don’t fidget, tap their fingers or shift in their seats.

    When you can’t see someone, there are verbal clues that will signal if they’re paying attention. Ask a question or ask for their opinion. If they respond with “what” or ask you to repeat yourself, they probably weren’t listening. Then ask them if they’re listening. If they’re caught off guard or continue to repeat the same thing over or over, that’s a good clue that they’re not really listening.

    At work, poor listening skills translate to poor performance, poor relationships and poor productivity. That’s why listening is such an important skill for leaders to master. It actually takes more concentration and focus than speaking. When you listen, you show interest in others and make them feel valued.

    We worked with a candy company that manufactures and sells products in more than eighty countries around the globe. Despite the enormity of running this company, several times a month the CEO joins employees for lunch in the cafeteria so he can listen and stay in touch. It’s not a complaint session because most of his employees are happy. While they talk shop, much of the conversation focuses on families, current events and what’s happening in their lives.

    Employees feel that the CEO really cares about them, because he really does. They feel their voices are heard because they are. There is a big difference between leaders saying they want to keep the lines of communication open and leaders who really do.

    An article published in the Harvard Business Review lumped listening into three categories:

    1. Internal listening which is when you are focused on your own thoughts and concerns but pretend to focus on others.

    2. Focused listening is when you focus on others but are not fully connected to them.

    3. 360 listening is what they term “the magic”. Not only are you listening to what someone else is saying, but you are paying attention to how they say it.

    Listening improves productivity in the workplace. If you are truly engaged in a conversation, it is natural to ask probing questions such as “can you elaborate” or “will you share an experience that led to your thought process” or “how can this help our team achieve their objectives?” These are questions that show you are fully present and genuinely interested in understanding and learning more.

    Over the past two decades, we have worked with hundreds of executives. Those who are sincere listeners have several traits in common. They come across as caring empathetic individuals. Employees tend to want to work harder for people that seem to care about them. Leaders who listen embrace people’s differences and try to understand how those traits can be utilized instead of trying to mold them into someone they want them to be. These leaders also tend to be open to new approaches and ideas, rather than thinking they have all the answers.

    Yet, published articles report less than 2% of all professionals have any formal training to help them understand and improve listening techniques.

    The furniture company I mentioned is a textbook example. After I hung up with the manager, I e-mailed a note of thanks to the original customer service representative who tried to help me. I said a manager did call as promised and then briefly recounted the conversation saying she was not helpful.

    The service representative e-mailed me back immediately, but to my surprise she wrote: “Thank you Karen. Did the manager resolve your problem?” At first, I thought I read it wrong. Then I realized, she didn’t read what I wrote. Chances are, her attention was challenged by multiple tasks other than my problem.

    Unfortunately, her failure to read my comments only further cemented my opinion that this company doesn’t really care about its customers. Because service representatives are the front line of many companies, they have a unique opportunity to shape reputations and forge relationships.

    Empowering employees with on-going education and training to improve listening and communication skills will surely reap great returns on your investment both inside the company and when dealing with important customers.

     
  • feedwordpress 20:20:11 on 2016/12/09 Permalink
    Tags: , , customer service, , doing business, , internet, , , , Xfinity   

    Make it easy to do business with you 


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    It was in the crunch of early morning emails when I realized the internet wasn’t working. I immediately started trouble shooting. I rebooted my computer, turned the internet router off and then back on, and pushed a few unnamed blinking buttons on the box. Nothing worked, so I took the next measure. I texted my husband who was away on a business trip.

    Me:                    The internet isn’t working and I don’t know why.

    Husband:         Turn the power strip off, wait a minute and turn it back on.

    Me:                    What about the button that says WPS?

    Husband:         Don’t touch it.

    Me:                    Oops, I already did, now what?

    Husband:         I don’t know, call Xfinity.

    So I did and immediately got a recording saying they were aware of internet outages and were working on it. Then the voice advised me to log onto www.Xfinity.com to check for updates.

    Seriously? Did they really say that after acknowledging that the internet was down? I could probably log on from my phone or iPad, but not everyone has an additional device. If the internet is out, then why would you direct people to your website for additional information?

    Communicating robotically or thoughtlessly is almost as bad as not communicating at all. Part of your job as a service provider is to make life easy for your clients and customers. Given the wealth of competition and options, I would think you would strive for people to tell others how easy it is to do business with you.  When it’s not, it’s frustrating and sometimes, hard to keep your cool.

    As another example, earlier this year we were awarded a contract with a corporation that attempted to simplify complicated billing procedures by hiring a third party to process vendor invoices. However, this required completing multiple forms, submitting pages of documentation, completing numerous questionnaires and being bombarded by e-mails from a variety of different company departments. When we finally received approval to bill through their on-line-system, their system wouldn’t accept our invoices.

    It turns out the so-called simplified process required many more steps, approvals, signatures and actually made the invoice submission even more complicated than the original process. Unfortunately, the client, who clearly has more pressing tasks than navigating a new invoice approval system, had to spend months digging through the corporate maze to file additional work statements so she could continue to work with us and so we could get paid.

    In an effort to shed some light on the issue and help the third party become more customer friendly and efficient, I called and made a few suggestions. Instead of listening or trying to understand my frustration, they defensively rattled off a bunch of IT jargon as an explanation as to why a cumbersome system was necessary.

    If that’s not frustrating enough, when we were directed to re-submit the additional information through yet another new improved portal, the system rejected it again. Back to the phone, a young woman, clearly confused and bewildered, finally diagnosed the problem.

    “You can’t submit the exact amount you’re owed” she observed.

    Now it was my turn to be confused and bewildered so I asked why.

    “You have to round off numbers when you submit your invoice” she answered.

    I explained that when expenses are added to professional fees, numbers don’t always round off evenly. She said other vendors had also complained, but if we didn’t do things the way the system is set up, we’d have to call the client and have them start the entire process over.

    Why would a customer want to continue to do business with us or anyone if it’s complicated and time-consuming? It doesn’t matter that we’re victims of a cumbersome system. To the client, it’s just one big hassle. It’s like calling a customer service number and being asked for your account number three times by three different people after you’ve already punched the number into phone. Annoying. Frustrating. You want to hang up. To me, this says the company’s priorities are out of whack.

    According to a Customer Experience Board survey, meeting and exceeding customer expectations is not enough. The survey found minimal customer effort impacts customer loyalty more than anything else. So, if you want to make it easy to do business with customers or their customers, start by asking how you can make things easy for them?

    Technology is a good place to start. Just because you put an on line system in place to keep up with the times, doesn’t mean you’re making things easier for your customer. Like you, your customers are busy people. They value time. Complex multiple-step technology makes them work harder and robs them of important hours. So how do we make life easier for customers so they want to keep doing business with us?

    1. Pay attention. If numerous customers are complaining, listen. It doesn’t mean you need to throw out the rules and do everything they say. It does mean being flexible so you can make changes that make things better for your customers.
    1. No excuses. Instead of being defensive or making excuses, focus on fixing the trouble and being a problem solver.
    1. Sit in their seats. If the customer is clearly in pain, ask questions to better understand the issues and make them feel their opinion truly matters.
    1. Nix the biz speak. Instead of rattling off internal jargon to sound smart, help customers through the process. That means speaking their language, not yours.
    1. Replace “I” with “you”. When we continually use the word “I”, it’s about you. When we use the word “you”, it’s about them. Focus on the customers needs, not your own.

    Finally, communicating is not about talking. It’s about connecting. That means being empathetic to your customers concerns, even if you don’t have an immediate solution. Most of us simply want our feelings acknowledged. When someone makes a true effort to understand the customer, that customer feels valued. A valued customer is likely to hang in there with you because ultimately, they believe you will do what’s best for them.

     
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