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Opinion Editorials

How brands fail at customer service [editorial]

Just as many companies have switched to overseas production and lower quality materials, customer relations has also taken a hit. Customer service has fallen by the wayside, with more and more companies focusing on higher quantities of customers, and forgetting about quality.

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The cornerstone of business

“The customer is always right” is a phrase that every businessperson and entrepreneur is familiar with. While the phrase may not be accurate, its message of customer service is one that has long been embraced as important to business success. In fact, adequately assessing the needs of the market, pricing your product or services at the right price point, managing costs, and keeping your customers happy are the major cornerstones of Business 101. Or at least they were.

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Is customer service a thing of the past?

Just as many companies have switched to overseas production and lower quality materials, customer relations has also taken a hit. Customer service has fallen by the wayside, with more and more companies focusing on higher quantities of customers, and forgetting about quality.  Customer service has become an Olympic sport of avoidance as companies are going to extreme measures to avoid interacting with customers. From adopting lengthy problem resolution processes to not making a phone number available to customers at all, customer service has hit an all time low.

Frustrating, or even unsatisfactory, customer experiences in business are inevitable, but having a proper channel of resolution can significantly diffuse the situation and remedy negative feelings from customers. This idea seems logical, yet I’ve managed to encounter customer experiences recently, personally and professionally, that leave me shaking my head.

Looking for help in all the wrong places

A couple of weeks ago we received a bill that had recently changed and I wanted more clarification on the price increase. My question was simple, and after searching for about ten minutes on their website, I decided to make a brief phone call in order to get clarification. My children were engaged in something that didn’t require my attention, so I figured since I wasn’t readily finding the information I needed online, I’d call and speak to someone. I was greeted immediately with a friendly sounding automation that informed me that I could speak my responses in lieu of typing a number to select my response. This seemed like an improvement to the automated customer service experience of the past. Ok, sure. I’ll play.

My first instruction was to state my reason for calling. It seemed like a long shot that the system would be able to decode my problem in this open-answer type prompt, and I was right. I was directed to another menu where I was to select one of eight different potential problems I needed assistance with – of course none of which applied. I was then moved along to the next menu, expecting at any point to encounter a “press 0 for an operator” option that never came. This is when my young children had some kind of immediate need that had to be addressed that very second or the world end, so I hung up the phone with the idea that I’d call back in a few minutes and attempt to bypass the automation altogether.

“Representative!”

After taking care of my children, and settling them back into an activity, I decided to try again to resolve my issue, this time with a different approach. As soon as the automation welcomed me to the phone call I began pressing numbers hoping to create confusion and yelling “Representative!” into the phone. This somehow worked, and I was able to speak with someone, but only after perseverance and about 45 minutes of wasted time.

Negative feelings linger

When I hung up the phone, while I had received the answer I sought in the beginning, I felt frustrated and annoyed. Clearly, as I am writing an editorial about poor customer service, these feelings have stuck with me and I let out a low grumble every time a correspondence from this company comes across my desk. Why did I have to try so hard to get an answer to a simple question? It seems as if companies have attempted to avoid communication at all costs with their customers. I understand having a tier one support option, maybe a FAQ page or similar, but during my pursuit for answers I began to feel as if they wanted me to give up. They were hoping I’d just say forget it and move on. If I was able to speak to a human, either on the phone or via the computer, I could have had my issue resolved in under five minutes – instead it took me nearly an hour.

Customer service matters

When starting a business venture it’s important to remember that your customers are an integral component to success. The image you portray extends beyond the quality of product you provide. If your customer doesn’t feel valued those feelings can tarnish even best deal they have received. On the flip side, if a consumer does feel valued they begin to associate quality service with a quality product, causing brand dedication, free word of mouth advertising, and a greater acceptance to change, including redesign and price increase.

The moral of this story is be sure the customer service funnel you have in place is effectively giving consumers the answers they need, with as little frustration as possible. Call your own automated help line, submit a ticket, and crosscheck your FAQs. Keep in mind that while the customer isn’t always right, the customer does like to feel as if they matter.

#ServeYourCustomersDummies

Megan Noel, a veteran ex-educator with a PhD in Early Childhood Education, enjoys researching life through the eyes of her two young children, while writing about her family’s adventures on IndywithKids.com. With a nearly a decade in small business and marketing, this freelance writer spends most evenings pouring over new ideas and writing articles, while indulging in good food and better wine.

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3 Comments

3 Comments

  1. Pamela Hartwell

    March 17, 2016 at 10:28 pm

    In pursuing a new career in real estate the disconnect is unfortunate but true in my experience on an almost daily bases. Trying to have plan for the recordings is not really possible. When the recordings start the iphone is put on speaker and other task can be performed while waiting. If I have to wait for the representative and be transferred to another dept., when the rep. gets on the telephone the stress level is so high I respond out of frustration and sometimes have to regroup for the reason of the call. There seems to be a disconnect created by the impersonal aspect of technology that extends to the relationship and function of our “Work.” Our service to man.

    • Lani Rosales

      March 23, 2016 at 10:53 am

      Very insightful, Pamela, thanks for adding that!

  2. Pingback: Social media is transitioning to in-app customer service - The American Genius

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Opinion Editorials

How to sound more confident in your next interview or office email

(OPINION/EDITORIAL) After COVID, collectively, our social skills need a little TLC. What words and phrases can you use to sound more confident at work?

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Interview with woman and a man opposite as they each sound more confident/

In-person work communications are on the rise, and it’s no surprise that, collectively, our social skills need a little bit of work. CNBC shares some examples of common phrases people tend to use when uncomfortable – and what you should use to replace them to sound more confident in your next interview or office email.

After explaining a personal philosophy or situation, it’s all too common to say, “Does that make sense?” Aside from occasionally sounding patronizing, this question more or less implies that you believe your worldview or lived experiences to require validation. CNBC suggests saying “I’d like to hear your input” or – if you’re in an inquisitive mood – asking “What are your thoughts?” instead.

This invites the interviewer to give feedback or continue the conversation without devaluing your own perspective.

CNBC also recommends getting rid of weak introductions, listing examples like “For what it’s worth” and “In my opinion” in order to sound more confident. Certainly, most of us have used these phrases to recuse ourselves from perceived criticism in meetings or emails; the problem is that they become an indicator of lacking self-confidence, at least for employers.

Simply jumping straight into whatever it is you have to say without the soft-paws introduction is sure to be appreciated by higher-ups and colleagues alike.

Passive voice is another thing you should remove from your communication when trying to sound more confident. For example, saying “I performed this action because…” instead of “This action was performed because…” shows ownership; whether you’re taking credit for an innovative decision or copping to a mistake, taking responsibility with the language you use is always better than removing yourself from the narrative.

“I’m not positive, but…” is yet another common phrase that CNBC eschews, opting instead to start with whatever comes after the “but”. It’s always good to maintain a certain amount of humility, but that’s not what this phrase is doing – it’s getting out in front of your own process and undermining it before anyone else has a chance to evaluate it. Regardless of your position or responsibilities, you should always give your thoughts the credit they deserve.

Finally, CNBC suggests removing perhaps the most undervalued phrase on this list: “I’m sorry.” There is absolutely a time and place to apologize, but “sorry” gets thrown around the office when a simple “excuse me” would suffice. Apologizing in these situations belies confidence, and it makes actual apologies – when they’re necessary – seem hollow.

The language people use is powerful, and as arbitrarily contrite as the workplace may inspire many to feel, humility can absolutely coexist with confidence.

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Opinion Editorials

10 tips for anyone looking to up their professional work game

(OPINION / EDITORIAL) It’s easy to get bogged down by the details, procrastinate, and feel unproductive. Here are a few tips to help you crush your work goals.

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work productivity

Self-reflection is critical to a growth mindset, which you must have if you want to grow and improve. If you are ready to take your professional game to the next level, here are some stories and tips to help you remain focused on killing your work goals.

1. Don’t compare yourself to others. Comparison is the thief of joy, as the quote goes. And, in the workplace it’s bound to make you second guess yourself and your abilities. This story explains when comparison can be useful, when to avoid it, and how to change your focus if it’s sucking the life out of you.

2. Burnout is real and the harder you work, the less productive you are. It’s an inverse relationship. But, there are ways to work smarter and have better life balance. Here are some tips to prioritize your workload and find more ease.

3. Stop procrastinating and start getting sh@t done. The reason we procrastinate may be less about not wanting to do something and more about the emotions underlying the task. Ready to get going and stop hemming and hawing, you got this and here’s the way to push through.

4. Perfection is impossible and if you seek this in your work and life, it’s likely you are very frustrated. Let that desire go and learn to be happy with excellence over perfection.

5. If you think you’re really awesome and seriously deserve more money, more responsibility, more of anything and are ready to drop the knowledge on your supervisor or boss, you may want to check this story out to see if your spinning in the right direction.

6. Technology makes it so easy to get answers so quickly, it’s hard to wait around for things to happen. We like instant gratification. Yet, that is another reason procrastination is a problem for some of us, but every person has a different way/reason for procrastinating. Learn what’s up with that.

7. Making choices can be a challenge for some of us (me included) who worry we are making the wrong choice. If you’ve ever struggled with decision making, you know it can be paralyzing and then you either make no decision or choose the safest option. What we have here is the Ambiguity Effect and it can be a real time suck. Kick ambiguity to the curb.

8. If you are having trouble interacting with colleagues or wondering why you don’t hear back from contacts it could be you are creeping folks out unintentionally (we hope). Here’s how to #belesscreepy.

9. In the social media era building your brand and marketing are critical, yet, if you’re posting to the usual suspects and seeing very little engagement, you’ve got a problem. Wharton Business School even did a study on how to fix the situation and be more shareable.

10. Every time you do a presentation that one co-worker butts in and calls you out. Dang. If you aren’t earning respect on the job, you will be limited in your ability to get to the next level. Respect is critical to any leadership position, as well as to making a difference in any role you may have within an organization, but actions can be misconstrued. There are ways to take what may be negative situations and use them to your advantage, building mutual respect.

You have the tools you need, now get out there, work hard, play hard, and make sh*t happen. Oh, and remember, growth requires continual reflection and action, but you got this.

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Opinion Editorials

The actual reasons people choose to work at startups

(EDITORIAL) Startups have a lot going for them, environment, communication, visible growth. But why else would you work for one?

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leadership Startups meeting led by Black woman.

Startups are perpetually viewed as the quintessential millennial paradise with all of the accompanying perks: Flexible hours, in-house table tennis, and long holidays. With this reputation so massively ingrained in the popular perception of startups, is it foolish to think that their employees actually care about the work that startup companies accomplish?

Well, yes and no.

The average startup has a few benefits that traditional business models can’t touch. These benefits often include things like open communication, a relaxed social hierarchy, and proximity to the startup’s mission. That last one is especially important: While larger businesses keep several degrees of separation between their employees and their end goals, startups put the stakes out in the open, allowing employees to find personal motivation to succeed.

When employees find themselves personally fulfilled by their work, that work reaps many of the benefits in the employee’s dedication, which in turn helps the startup propagate. Many aspiring startup employees know this and are eager to “find themselves” through their work.

Nevertheless, the allure of your average startup doesn’t always come from the opportunity to work on “something that matters.”

Tiffany Philippou touches on this concept by pointing out that “People come to work for you because they need money to live… [s]tartups actually offer pretty decent salaries these days.”

It’s true that many employees in their early to late twenties will likely take any available job, so assuming that your startup’s 25-and-under employee base is as committed to finding new uses for plastic as you are maybe a bit naïve—indeed, this is a notion that holds true for any business, regardless of size or persuasion.

However, startup experience can color a young employee’s perception of their own self-worth. This allows them to pursue more personally tailored employment opportunities down the road—and that’s not a bad legacy to have.

Additionally, startups often offer—and even encourage—a level of personal connection and interactivity that employees simply won’t find in larger, more established workplaces. That isn’t symptomatic of startups being too laid-back or operating under loosely defined parameters. Instead, it’s a clue that work environments that facilitate personalities rather than rote productivity may stand to get more out of their employees.

Finally, your average startup has a limited number of spots, each of which has a clearly defined role and a possibility for massive growth. An employee of a startup doesn’t typically have to question their purpose in the company—it’s laid out for them; who are we to question their dedication to fulfilling it?

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