Posts

Why doesn’t customer service training work?

Why doesn’t customer service training work?

Because you can take a horse to water but you can’t make it drink.

You people WANT to do a great job, but they are faced with a million things that are stopping them:

  • How they are treated
  • How they are feeling (this one is not really in your control, but how you identify and deal with this IS in your control)
  • The way the organisation behaves
  • The processes you employ
  • The culture you promote

The only true answer to the oldest employment problem in the world (How can I make my people motivated and enthused to give great service?) lies in systems.

Great or Poor ® systems to produce a consistent and continually improving customer experience.

Sales through Service ® systems to enhance long and short term sales (and reduce costs) at every step.

In today’s’ hyper competitive transparent market, it’s unlikely that your organisation can thrive without starting to get this genuinely right.

 

‘Sales through Service’ is a proven and powerful set of systems to boost sales whilst also enhancing the customer experience – to receive a free ebook ‘The 7 Deadly Sins of Service’, please email support@salesthroughservice.com or visit http://www.salesthroughservice.com/free-sales-resources/

 

 

Why feedback doesn’t work: manipulating feedback is like taking aspirin for a broken leg!

Woman laughing on mobile phone isolatedAs feedback specialists, we help businesses organisations with all sorts of feedback on-line off-line, direct and indirect, immediate and delayed.

(I bet you didn’t even know that there where so many variations!)

Now, most people are beginning to realise that feedback only has value when it is transparent, and includes both positive and negative; but there are many organisations out there, and even, hideously, feedback systems that are promoting the ability to filter feedback; i.e. you just publish the good feedback (this is a process we use to call in the good old days, publishing ‘testimonials’).

So, without me having to spell out how completely ridiculously daft this is to do this let me just ask you some questions;

  • How popular would Trip Advisor if it only had good reviews?
  • How reliable would customer reviews on Amazon be if they only published the good reviews?
  • How would EBay work if the customer could only publish a good review?

It’s ludicrous isn’t it?  Yet, so many businesses are still on this mind set of ‘testimonials’ rather than feedback!

I don’t know how we can make this clearer; manipulating feedback in any way is like taking Aspirin for a broken leg.

Feedback instead needs to be dealt with systematically structurally, using both immediate and time lapsed systems, and joined together to make it easier for the customer to tell you whether you are good bad or indifferent.

The feedback needs to be published openly so that your consumers will trust you (remember; everyone can get things wrong, just not owning up is the problem!).  And every type of feedback should generate a response that will build customer loyalty and referrals.

There are ways of doing this that are tried and tested and pay for themselves many times over.  If you don’t know about these or have any questions you know where to get hold of us.

Why feedback doesn’t work? simple: you’re not doing it properly!

What to do? you need to engage an expert: it’s a simple as that:

  • you wouldn’t get an office junior to do your tax return,
  • and you wouldn’t go to the post office when you felt ill:

so why go to anyone other than an expert when you need to get the single most important aspect of your business right?

Your customers are talking…  Are you listening?

In today’s hyper connected, value savvy global marketplace, your customers are becoming ever more the key and demanding.  They can talk about you behind your back to the world at the touch of a button and the speed of light.

To quote Jeff Bezos: ‘Your brand is what the customer says when you’re not in the room’

So are you listening?

Research shows, that the vast majority of businesses and organisations are either not listening at all, or listening ineffectively.

Not listening at all: the ostrich with its head in the sand syndrome.  There are plenty of feedback systems to at least help you get started with listening, even if you just monitor twitter and put google alerts on your brands.  If you are not currently listening, there must be a reason for this: either you are nervous and unsure what to do for the best, or you may be frightened as to how to react to feedback as and when it comes.  In either case we at Investors in Feedback can help you move forward in a very cost effective and easy to manage way:

Beware, there are plenty of snake oil salesman out there who will try and take a large chunk of your money for systems that work ineffectually or in an incomplete way.

Listening ineffectually: we find that the vast majority of businesses who are gathering feedback, are using ineffectual systems, these are systems that have the following issues:

  • low response rates
  • no real understanding of what the customer means
  • lack of true information to help you learn and grow
  • perceived unfairness
  • lack of consumer confidence that their review will make any difference (so, instead, they don’t bother to fill in your reviews, and, instead just gossip about you to the world behind your back)
  • and, probably the biggest issue of all, inability for the customer to feed back to you in an easy and risk free way, while they are still a customer to you (i.e. Before they have left you or completed their transaction with you)

Many of the online feedback systems that are touted so widely at the moment have all these issues attached to them: one thing that they do help you with is ‘search engine optimisation’, through publishing your feedback openly and transparently (and this is something that should genuinely be encouraged in all circumstances).

If you wish to know more about all these issues and find out how to put feedback systems in place that would genuinely build your reputation, customer loyalty and referrals, then we are the worldwide leader in feedback audit and accreditation to help you achieve these aims.