Pet Peeve: Pencils - Pens - Prepared!

This is a little bit of a dog trail perhaps, but I believe it is very important and it foretells what may be the result of hiring a particular individual for a customer service type job.

The customer service or lack there of, that is often experienced may be traced back to the hiring methods used by the company, if they use any method at all.  Such as, what do they look for in a new hire, do they consider first impressions like, is the applicant prepared to fill out an application or respond to an interview?

When I was in management and did hiring and interviewing of new applicants, the first thing I took note of was...did they come with a pencil or pen to fill out an application?  If not, strike one. The second thing was did they have a listing of previous job positions, and any other pertinent information they might need to fill out the application. To me, these simple acts of being prepared to enter into a new position, a new company, speak volumes as to what kind of productivity they will have, or how detail oriented that applicant is going to be.

If there is one recommendation I could give students, or anyone who might be going to apply for a new job, unless you are e-filing an application, bring a pen or pencil, bring your job history (if you have one), and any other information you will need to fill out the application.  Being prepared, could mean the difference of being hired....or not.

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Courtesy Is King....

I want to break down the previous posting on policies that companies should be establishing and enforcing in the area of Customer Service.  Each point made is very important and a little elaborating on them is merited.

"Courtesy is king. All customers should be treated in a courteous manner at all times. This may sound obvious, but we've all experienced the rude salesperson who snaps or loses their patience quickly. There is no excuse for being rude to a customer, even an irate one."  http://www.allbusiness.com/sales/customer-service/4113438-1.html

Since I introduced this blogsite on Customer Service Etiquette, I have been discussing this topic with a number of people.  They all have stories to tell on good or bad experiences of sales associates, usually bad.  I am going to also become advocate for the sales associates in another posting, because I have been on both sides of this fence many times.  But, first, I will champion for the customer!

Courtesy!  There seems to be a shortage of this in just about every situation in life that people are involved.  Everyone that drives experiences the driver who will not let them into the next lane, or a shopper who quickly heads into the check out line with their 3 baskets of merchandise and you are standing there about to get in the line...and you are holding one item.  A little courtesy goes along way in affecting a person's attitude, either in a negative way or positive.  "Do unto others as you would have them do unto you" is very much at work in the showing courtesy.  So, courtesy... being polite, friendly, helpful, shows the customer they are important, to your business!  A customer that feels important, will feel that the company appreciates their business=good attitude=positive shopping experience=more sales for the company!

Now, most individuals that are hired, say as sales associates of a retail store, do not know these facts, that is where the customer service training comes in.  I worked for a number of retail establishments through the years, and the priority was customer service excellence, first and foremost.  Without the customer, there are no sales, without the sales you have no job!  Simple to understand, right?  Well, obviously not considering how many complaints are posted just on the Internet alone about bad service.  I first find fault in the company and their hiring methods.  Many companies today are just trying to put a body in a spot...to fill it.  If  they move and breathe, they can be hired, and throw them out to the public.  The second fault, is not enough training of the new hires, or maybe none at all, learn as you go!  So many times we have dealt with sales people, asking questions (if you can find one) and the answers are, "I don't know how",  "I don't know where", "I'll do that right away" (and you never see them again!).  These comments show not only a lack of training by the company, but also a lack of maturity in the individual...which again points to the company's hiring methods.

I have had few unhappy customers in all my years of working retail.  Why?  Because I was well trained, I knew the customer was my paycheck, good or bad!  The following is my simple list of how to treat a customer, any customer, (I'll go into the problem customer situations in another post).

1. Greet the customer, as many as you can, with a smile, good morning etc., some type of welcoming greeting.
2.  Make yourself available, "Can I help you find something?"  If the answer is no, still offer your assistance if they should need it, or check back after a proper amount of time to see if they are finding what they need.  I know there are stores that expect you to "hound" them to the point of harassing them, sorry businesses, that is a wrong, wrong, approach!  You can hound them right out of your store and into another company, giving them the business!
3.  Don't be so busy with your tasks that you can't or don't take the time for the customer.  I know the work load can be huge in retail, but don't forget the ones who you are doing all that work for...the customer.
4.  If you can't help a customer, answer their question, find an item they need...then find someone who can!  Your job isn't done unless you have satisfied that customer to the best of your ability.
5.  When the customer has completed shopping, and hopefully their experience has been a good one in your store, be sure to thank them for coming, say, "Have a nice day!", or something similar.  Let them know you appreciate their business.

Being attentive to the needs of a customer, kindness...these things speak volumes to a customer.  They will draw that customer back to your store or business.  Not only that, the positive "word of mouth" comments given about your store and hopefully about your sales people, will bring in other shoppers/customers as well.  Increase.  So, showing courtesy is not hard and the benefits for all involved are many.

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Set Customer Service Policies That Satisfy - AllBusiness.com

Consumers are fed up with companies that treat them poorly. Without quality customer service and with the sharing capabilities provided today through social media, you could be steering a sinking ship.
Customer service affects all levels of your retail operation, and everyone involved needs to have the same mindset and follow the same policies. Take these steps to keep shoppers satisfied.
First, work on establishing the "people" aspect of customer service. This means the interaction between your employees and your customers.
Here are the basic policies you should establish and enforce:

• Courtesy is king. All customers should be treated in a courteous manner at all times. This may sound obvious, but we've all experienced the rude salesperson who snaps or loses their patience quickly. There is no excuse for being rude to a customer, even an irate one.
• Be professional when on the sales floor. All employee breaks and personal business should be conducted out of the view of customers, and cell phone calls or other personal communications should be limited to lunch or breaks.
• Go the extra mile for a customer. A conscious effort should be made to assist a customer in finding what he or she needs and/or in resolving a problem. If there is a policy, it should be stated politely. There is no room in customer service for "attitude."
• Dress appropriately. Employees dealing with customers are expected to present themselves in a professional manner and dress accordingly. This can range from a uniform to a dress code to a no T-shirts, jeans, or halters policy. Whatever works for your business should be enforced.
• Develop rapport with the regulars. Encourage your staff to get to know regular customers, greet them when they come in, and make them feel comfortable. A simple hello, good afternoon, or thank you can go a long way.
• Have resources readily available. There's no better way to kill a sale then being unable to find what you need. From shopping bags to tape for wrapping packages, make sure to maintain your inventory.
• Train and retrain. It is very important that you train your staff in the manner that you want them to interact with customers and conduct themselves while on the sales floor. Since it is human nature to slip and revert to bad habits, to retrain occasionally allows for new ideas and reinforces positive conduct. Work with your employees, use role-play, and seek out their input. The more involved they feel in creating the policy, the more pride your employees will take in providing quality customer service.
• Don't let your staff become slaves to your computers. We've all stood in long lines while sales people and cashiers swiped cards and input tons of data into a computer terminal. Streamline your process to the best of your ability.

The layout of your store or facility has most likely been carefully planned, as has the manner in which you conduct business. All employees should be well trained and knowledgeable about the products. This can, and often should, include cross-training your staff to work in various departments. Likewise, cashiers should handle sales from all departments. By doing so, you can eliminate the need to shuffle customers from one person to another. You can also move idle employees to departments where they are needed.
Such training should begin immediately after a new staff member is hired.
Finally, you should make it easy for your staff to provide quality customer service. Remember, customer service comes from the top down. If you treat your employees well, they will pass that goodwill along to your customers.
The ultimate goal of good customer service is a happy, returning customer. Most businesses rely on their returning customers for 80 percent of their business, and it's less expensive to maintain an old customer than to attract a new one. That's why quality customer service boosts the bottom line.

http://www.allbusiness.com/sales/customer-service/4113438-1.html

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A View (Funny) From The Other Side Of This Issue!

As I am searching for information on the topic of customer service, I came across this website.  I have dealt with thousands of people during 20 years of being in retail and management, I do get the point behind her humor.  So, to be fair and balanced in all this, and to shed a lighter side, I wanted to include this blog, My Life As A Servant To Humanity, on my site.  Hope you will enjoy it!  

http://mylifeasaservanttohumanity.blogspot.com/

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Put Your Best Foot Forward, And You Will Sell A New Pair Of Shoes!

The following is a post on http://www.consumeraffairs.com concerning poor customer service at a leading retail store.


[I went shopping with two friends at _____ and we had two encounters with the assistant manager, Andrew S. Incident #1 was in the shoe dept. My friend asked Andrew S if he could get her another size in a pair of shoes. He responds, "Well there SHOULD be someone working in this department. She showed up today." Then he yells, "DANA!!" The girl working in the shoe department responds, "Yes?" and in a condescending manner he tells her, "You have a customer!"   

CA April 23, 2010 ]

Speaking of shoes....

My husband had some "experiences"  in the same store (different city, state).  He had gone to the shoe department to purchase a particular brand of sport shoe that he really likes.  They did not have what he wanted, but found a pair in another one of their stores, about 45 miles or so away.  He was supposed to go there and pick them up.  Now, we are actually in and out of that area each week, but really, is there not some way that they could have transferred those shoes to the store by us?  Evidently not.  I used to work for another store where my job was to do store to store transfers, it is easy, problem is for the companies, it is not cost effective, so they either eliminate the service or never initiate it at all.  Well, even though we were in the town where the shoes were waiting, we could not locate the store itself.  So, no shoes for husband.


Situation #2.  Again with the shoes.  My husband had called same store, weeks later, to see if they had the shoes he wanted, and they did.  He asked the young man on the phone to please get them and bring them to the Customer Service desk and he would be there to get them soon.  We drove to the store and he went in.  He had to find a belt too, then went to the Customer Service Desk.  The young man had not pulled the shoes and brought them to the CSD.  My husband had to wait there like 15 or 20 minutes, while the young man went to find the shoes and bring them to him.  His attitude was not good, he did not consider my husband's request to be important enough to act on it right away.  Management, well they seem to have no interest in satisfying customers in this store (chain) as well.  My husband finally got his shoes and checked out.  Meanwhile, I, was waiting in the car, in the parking lot.  We were both dressed for a formal banquet out of town, which certainly added to our frustration at once again facing such a lack of customer service/satisfaction.
 

8 Rules For Good Customer Service By Susan Ward, About.com Guide

Good Customer Service Made Simple

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
If you're a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.
How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; "You will be judged by what you do, not what you say."
I know this verges on the kind of statement that's often seen on a sampler, but providing good customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:
1) Answer your phone.
Get call forwarding. Or an answering service. Hire staff¹ if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say "someone". People who call want to talk to a live person, not a fake "recorded robot".) For more on answering the phone, see Phone Answering Tips to Win Business².
2) Don't make promises unless you will keep them.
Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise - because nothing annoys customers more than a broken one.
3) Listen to your customers.
Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn't been paying attention and needs to have it explained again? From a customer's point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if there's no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I'll go when I need a new watch band or even a new watch? And how many people do you think I've told this story to?
6) Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn't) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."
7) Take the extra step.
For instance, if someone walks into your store and asks you to help them find something, don't just say, "It's in Aisle 3". Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
8) Throw in something extra.
Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.
If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!

http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm?p=1

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Acknowledge and Reward the Good Job Being Done!

Of course we all like to receive recognition and a little praise for a job well done, even if it is our "job".  What is wrong with that?  Do you think an individual who is given that attention might even do better at a job they are already doing so well at?  Certainly.  Praise and acknowledgment are great morale boosters and in this day with all the problems individuals face, boosting morale is often a necessity and it is a simple thing to do!

Not to long ago, I was checking out at a popular box store here, and I was listening to what the cashier was telling the customer in front of me.  She was explaingin how she has many of the product code numbers memorized and can just enter them manually without scanning them, items like cases of soda, things like that.  I was impressed!  I didn't think any cashier memorized those numbers anymore in the instant scan era of shopping!  When it was my turn, I started talking to her about it and how impressed I was.  She has been a employee there for many years, and she was not at all appreciated or recognized for her skills and dedication for  her job!  I got her name and promised I would call the store and give a good report to them about this valuable employee!  I did just that....however, when I got someone in customer service, they could not get a manager to come to take the phone call....  I gave the report to the customer service person.  I had a pretty good idea that is as far as it would get!  The next time I was at the store, I checked out with the same girl.  I asked her is she had been told I had called, she said no she had not.  I assured her that I did call and give a good report on her and she was very appreciative of that.  What a shame that an excellent employee is ignored like that, and not given even just an "Atta girl" or something!  Her morale was low, just as it was the first time we talked, but my appreciation of her good work did cause a little spark in her, a little smile, a little twinkly in her eyes...she deserves much more. 

I have told myself since that incident, that I am going to make sure a manager is told directly by me when I have a good report to give about an employee.  Of course!  I hunt down the manager is I have a negative report to give so why would I not try just as hard to give a good report to a manager, I should try even harder! 

These workers, wherever they are, whatever they are doing, are few and far between, who take their jobs seriously and put all they have into them.  They need to be appreciated, acknowledged and rewarded for their excellence!

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WHAT HAS HAPPENED?

Having spent almost 20 years in the retail and management fields, one thing was always emphasized in the training process of every company I worked for.....providing excellent customer service.


What has happened?


If  you can find a sales associate on the floor of a retail establishment, the responses you may get from them are..."Uh, I don't know where that is...", or "I don't know how to do that."


My husband went to a "customer service" desk of a popular department store, the person behind the counter says to him, "What do you want..."  He said her name tag said she was the Customer Service Manager....Really?


These responses, or I should say these lack of responses, would have seen me being escorted out a door if I ever displayed such disrespect or disregard for a customer.  Not to mentions not being able to assist a customer and not following through by getting someone who could help.


I have been out of the business world for about 5 years now, and I have definetely been aware of the decrease to absolute lack of customer service, or job knowledge in most places I have been.


I tell individuals when the topic comes up, I am a new hire's best friend because I have the utmost patience with them while they are training.  But with those who are trained, or seasoned pros and they do not now their jobs or deliver the type of service I know the company expects (or should) from them, I will be their worst nightmare. I give praise and recognition to those who excel in their jobs whether it is on the floor assistance, cashier or customer service, and I will report those who fail in their responsibilities.


Have companies become lax in their training and follow up of  their new employees?  Are they just put out on the floor with a "Here ya go buddy, have at it!" attitude?  The customer is the reason  for any companies success and longevitiy.  The employee doesn't seem to get the fact that they have a job when the company is doing well.  But if the employee does not do their job well, guess what, the company will experieince a decrease in customers resulting in a decrease in revenue. 


I am going to discuss how customers should be treated,  how employees should be trained and invite others to share their bad/good experiences both with businesses and phone customer service employees.

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