Putting tough calls in perspective

Look, up in the sky! It's a bird, it's a plane...

No, it's the eclipse! So don't look up unless you've got your specialized Solar Eclipse CE and ISO Certified viewer and filter glasses for safe solar viewing.

The last time I heard so much pre-excitement and concern about an upcoming & timed event, it was the Y2K bug. But that one turned out okay.  

The eclipse, similarly, is causing customer service concerns, such as Hertz cancelling eclipse-related car rentals using robocalls, surge pricing on hotels and Airbnb, delivery exception notifications from Fedex, school closing, and more.  

If you need to take a breather today, check out NASA's live streaming of the eclipse. It's safer than going outside, and it will put any rough customer calls into perspective.

And that guy in the sky? That was Superman. Channel your inner Superman and make even your toughest callers happy. 

Take Charge and Set the Tone

Participants in our training classes tell us stories of how they are treated over the phone and I agree no-one deserves to be interrupted, yelled at or disrespected. 

My recommendation is to take the high road. 

When you pick up the phone, build credibility and set the tone with helpful words and an upbeat voice.

How do you want to sound?  Maybe calm and competent, or professional and pumped?  You can do it!

Write down the words you'd like others to use when they describe you, post those words by the phone, sit up tall, read those words and say your greeting.  Own it!

Don't let the day or the caller bring you down.  Choose to set the tone with your tone.

Guest or Interruption?

When the phone rings, what is your first response?

1. Darn, I'm in the middle of something!
2. Arrggh, what now?
3. Hmm, I wonder what they need and how I can help?

I hope you chose number 3, 'cause what you say to yourself sets the tone for the interaction.

This week, each time the phone rings:

• Stop what you are doing (people over tasks)
• Choose to think something positive
• Then greet that caller as a guest.

At the end of the day, take a moment to reflect on your calls and notice how much better your interactions unfolded.

Actions speak louder than words....

You know the expression: "actions speak louder than words?"

Take a peek at these actions and match them to the message you might be sending your customers, co-workers or your boss.

ACTION
1.     Looking at the clock
2.     Looking at your phone
3.     Slumping your shoulders
4.     Drumming your fingers

MESSAGE
a.     I’m bored
b.     I’m bored
c.     I’m bored
d.     I’m bored

What’s the moral of the story?  If your goal is to convey empathy, listening or understanding, you’d be better off sitting up straight, making eye contact and smiling. 

🎶I'm gonna live forever🎶

This just in...
New research shows that drinking coffee will help you live longer.

If that's true, then like Fame, I'm gonna live forever!

So perk up and offer outstanding customer service today.

If you want more information about the study, click here.  

I'm sorry...

Last week Uber charged me for a trip I didn’t take.  But, I’m still a loyal customer.  Here’s how they turned a negative incident into a positive outcome.

1. They made it easy to let them know about the mistake.  If it had been difficult I would have gotten more upset and it might have gotten ugly.

2. They responded to me right away.  If they had taken too long, I would have gotten more upset and it might have gotten ugly.

3. They sent me this email. 

Read it and see if you can spot what was done well:

“Hi Ann,
Thanks for reaching out. Happy to help.

I’m sorry to hear about this charge. So that I can look into this charge for you, please confirm the date and amount of this charge. Also, can you provide a screenshot of the charge on your statement? Once I have this information, I will follow-up to assist further.

Hope to hear from you soon”

Made it personal. Hi Ann,

Thanked me. Thanks for reaching out.

Offered reassurance. Happy to help.

Offered empathy. I’m sorry…

Used a WIIFM (what’s in it for me) to give them more information. So that I can look into this

Gave me a reason to do what they were asking.  Once I have this information…

Shared next steps.  Hope to hear from you soon.

Mistakes happen, how we handle them makes or breaks customer loyalty. 

If you’d like more tips and strategies for delivering outstanding service via text and email, send us a note and we’ll share pricing and availability for our webinar:  The Write Stuff.

What Do You Do Next?

Do you have callers that try to pick a fight?  Perhaps they start with one of these phrases.

• "You people"
• "Put me through to your Manager"
• "@@#$%^%&"

How do you respond to those phrases?  If you react and get defensive, then you might need a new strategy.   Try these steps. 

Step 1:  Identify it, own it.   My name is Ann and it makes me defensive when the caller starts the call with 'you people'.
Step 2:  Laugh at it.  "You people", that's funny, what else would we be?  Cats? Dogs? haha. 
Step 3:  Handle it.  Treat the call the way you do the other 95% of your calls.  Having a sense of humor takes the sting out of the phrase and allows you to be your usual awesome self.
Step 4:  Note it.  After the call, high five yourself for overcoming a hurdle.

You people....good grief, that is so funny!