Welcome to the June 06 edition of The Dynamic Dispatch, the email newsletter of Dynamic Advantage.
We bring you better customer service.
Visit our online archive for past issues stuffed with tips and tools to improve customer service and sales.
Forward this to a friend! See the bottom of this email.
This Month’s Dispatch Data
- Service call: heading off bad press
- Tips & tools: a "hello" that rings true
- Exemplary shopper of the month
- Client congrats: High Plains Federal Credit Union
Getting a reputation for poor customer service is bad enough. Getting hammered for it in the press is even worse.We were reminded of that recently when the blogosphere lit up with a story about a customer’s trouble canceling his service with America Online. Here’s the story. (And by the way, click here to read our earlier newsletter item about dealing with difficult customers effectively.)
AOL was quick to terminate the employee involved and to point out that his behavior was in violation of its stated policies. So far, so good.
But they didn’t specify how they would ensure it won’t happen again. They say they’re going to “improve our already strong safeguards” and maintain “rigorous internal and external compliance methods.” But if they have “already strong safeguards” that they plan to “maintain,” and this incident (along with other such incidents) occurred nevertheless, then clearly the company’s current efforts aren’t enough.
If you find your own company in this sort of situation – or even suspect that you have an internal phone-room problem – contact us.
We can help you make sure that customer service is a core value. Great customer service starts at the top and trickles down the line. We’ll help you evaluate your current communications and interactions, and then working with you we’ll set customer service standards and goals, measure them, and help you maintain great customer service by designing a customer retention program that rewards good employee behavior.
Ultimately, you’ll come out of it with happier customers and employees and a better bottom line.
“Hello”
is more than just a greeting over the phone. It’s the start of the
personal interaction that you and your customer are about to have.Making that “hello” sound truly friendly, and then following it up professionally, is the key to accomplishing a lot over the phone.
First, the hello. As one anonymous scribe put it, the word “hello” means:
H=How are you?
E=Everything all right?
L=Like to hear from you
L=Love to see you soon!
O=Obviously, I miss you…
So, HELLO!
All of that can be instantly conveyed tonally in your greeting. If you don’t sound happy that your phone has rung, the caller will hear it.
Once you’ve established that you’re actually glad to be hearing from a customer, the etiquette of business calls falls into place:
• answering within three rings
• greeting with your name
• asking if you can help
• asking and informing the caller when placing them on hold, transferring, taking messages, and closing the call.
Not sure if your “hello” rings true? Call us toll-free at 866-870-1251. We'll help you make sure.
Exemplary Shopper of the Month
Congratulations to our Exemplary Shopper of
the Month, AB0819, who shops in Oahu, Hawaii for us. Arlene (whose last
name must remain a mystery) mystery shops casual dining establishments
for us. Congrats from us (and our clients), Arlene!
In
an ever more competitive marketplace, banks and credit unions have to
keep customer service front and center. One customer can equal five
accounts or more (personal checking, business checking, merchant cards,
line of credit, IRA, home loan, business loan, etc.). Leave one
customer unhappy and the effect multiplies – expensively.It’s especially important for credit unions, which are non-profits owned by and answerable to their “customers.” In this case, pleasing the customer means pleasing the owner, so providing great customer service is paramount to High Plains Federal Credit Union and its President/CEO Marty Tressell.
“How are we doing? How are other financial service businesses in our area doing? We turned to Dynamic Advantage to answer these questions for us.” Marty said. “We got feedback about our staff and our services, as well as our competitors, and now know how we’re doing, how they’re doing, and what we need to do to improve.”
After working with them for several months, we’ve come to appreciate High Plains’ dedication to its members. Because the credit union serves small towns in New Mexico where everyone knows each other, relationship management is more than good business -- it’s downright neighborly.
To learn more about High Plains Federal Credit Union, click here.
Let us know what you think! Email us at info@dynamic-advantage.com. We’d love to hear from you.
Dynamic Advantage | 866.870.1251 (toll free) | info@dynamic-advantage.com
Visit www.Dynamic-Advantage.com
to sign up for The Dynamic Dispatch every month, jammed with resources,
articles, and tips on boosting sales with great customer service.
| Dynamic Advantage 356 East Olive Ave #118 Burbank, CA 91502 Phone: 866.870.1251 (toll free) 818.238.1251 Online: Dynamic-Advantage.com |