Customer Service Guy

GTD Times: I'm sure I'll remember...

noreply@blogger.com (Bill) — Wed, 16 Sep 2009 16:25:00 +0000

Funny and true....

Do I Want to Do This For a Living?

noreply@blogger.com (Bill) — Thu, 08 May 2008 00:24:00 +0000

Sometimes I start to think of incoming calls as interruptions. Sometimes I don't FEEL like being helpful or solving problems (my own or someone else's). Sometimes I don't FEEL like taking the extra step.

I ask myself the question, "Do I want to do this for a living?". That question puts things in perspective. Maybe one day the answer will be "no" and I will have to plan an exit strategy. So far, the answer has always been "yes".

circuitcity.com & Me - A Horror Story

noreply@blogger.com (Bill) — Sun, 13 Apr 2008 22:54:00 +0000

I ordered a couple of GPS units from circuitcity.com. I was given the tracking number once the order shipped so I could check on it. A good thing, but not unusual. I had to check again on the shipment because it did not deliver when I expected it do based on when it arrived in NJ. I found that it was "unable to deliver" on fedex.com. I called fedex.com and found it was damaged in transit.

I called circuitcity.com. The first CSR to help me had difficulty understanding my problem. She also became annoyed when I told her why she did not understand. She thought I had received the order and found it to be damaged when it had never delivered. She put me on hold and left me there.

I called back and got "Ralph". He was a lot friendlier and tried to help me. He verified what I told him about the shipment. However, they could not send replacements. I would have to enter a new order and my first order would not be credited until they received the damaged package back from FedEx. I asked him to request a credit for me and he did. I got a reference number and that was it for the call.

The next day I called back and got a CSR with no personality. He reiterated their policy of not crediting until the damaged package was received back from FedEx. I warned him that I would dispute the charge. That did not seem to bother him. I decided it was pointless to continue with circuitcity.com.

Yesterday I called my credit card company and disputed the charge. It went well because I had all of the details they needed. Problem solved.

I still wanted the GPS units. I found they were sold by other vendors, including Amazon. That is who I ordered them from.

I would never, ever order anything online from Circuit City again.

CVS.com & Me

noreply@blogger.com (Bill) — Sun, 13 Apr 2008 22:47:00 +0000

I ordered some items on CVS.com. One of the items was an eyelid scrub. Of the two versions available, I purchased the more expensive one. I received my order and found that I had received the less expensive version.

Call 1#: I explained my issue to someone who was having trouble understanding it and also having trouble confirming on her end that there were two versions of the product. I was placed on hold for several minutes. At that point, I gave up and called again.

Call 2#: I tried again and had the same difficulty, but this time I was at my computer and found that depending on what search terms were used on CVS.com, you may not get both products on the query or may get one on the 2nd page of the results. I found out what the best search term was and gave it to the CSR helping me. So far, so good. I was due a credit of less than $10 because I intended to keep what I receive. The CSR had to put me on hold to get permission from her supervisor to make the credit.

My experience overall here was mixed. The CSR's did try to help me. The first one had be on hold, I believe, because she was trying to find both products on their website. I think that they could have been better trained and with that a bit more empowered. I was surprised that my small credit needed supervisory approval.

Book: How to Talk to Customers

noreply@blogger.com (Bill) — Sat, 12 Apr 2008 15:25:00 +0000

One of the managers in my department got a couple of copies of this book from the company they authors belong to (Diane Berenbaum and Tom Larkin of Communico). I flipped through it several months ago, but thought there was nothing (or at least not much) new and put it back down. Then a couple of months ago I decided to go through it. I am glad I did.

MAGIC® is their system of training and the book expands on it, using "Magic Moments" and "Tragic Moments" as examples of good or bad service.

I think the book covers the bases very well and is reader-friendly. The chapters are concise and to the point.

For this book to be effective, there has to be buy-in to the MAGIC® system, whether the reader is an individual trying to improve or a manager trying to improve service by their organization. Those willing to do that will find in this book everything that they need.

Made to Stick by Chip & Dan Heath

noreply@blogger.com (Bill) — Sat, 29 Mar 2008 00:08:00 +0000

I bought this book with a Christmas gift certificate. I read most of it in airports (Newark and both Chicago airports). I am glad to own the book and will reread it soon. I bought into most of what the authors presented about how and why ideas stick. I want my ideas to stick, whether they are ideas presented to my colleagues at work, friends, my family or even the children I teach in Sunday School. This book helps.

The authors summarize creates successful ideas as follows - Simple, Unexpected, Concrete, Credentialed, Emotional and Story (SUCCESs - acronym is theirs, with apoligies). The book does an excellent job of fleshing out this useful acrostic, making their ideas stick along the way.

Recommendation: Buy this book.

The Fred Factor by Mark Sanborn

noreply@blogger.com (Bill) — Sat, 16 Feb 2008 13:44:00 +0000

This is a short book - only 13 brief chapters plus an appendix. Fred was for years the author's mail carrier. However, his approach to a relatively mundane job (as well as to his life in general) has been extraordinary. The big idea here is that no matter what we do in life, we can strive to be extraordinary by caring about what we do and the people we come into contact with, that even if it is never recognized, it is it's own reward.

I loved the first 4 chapters and was planning to buy the book for myself and thought it would be a great gift. Then I hit a stretch of 9 chapters that were part motivational, part instruction. While these chapters were not bad, I found them pale in comparison to the first chapters. It is stuff that I have seen before and presented at least as well, if not better.

Happily, a couple of later chapters were Fred-centric and therefore interesting.

My verdict? This is half of an outstanding book melded with half an ordinary book. If you are in a bookstore, check out the book to see if you really want it in hardcover or wait till the paperback version. Better yet, do what I did and borrow it from your local library.

I was profoundly motivated to find meaning in my work by better serving others. However the book would have had the same impact if it were only 6 chapters.

How to Win Friends & Influence People by Dale Carnagie

noreply@blogger.com (Bill) — Fri, 23 Nov 2007 17:03:00 +0000

I had this book for a few years before deciding to seriously go through it. I did that only recently and I am starting all over again. This is one of the suggestions in the chapter in the beginning of the book called "Nine Suggestions". Read that before starting the book.

The stories in the book are a bit dated, but the concepts are timeless. Time and time again I would pick up things that I could do or say that would help me. I can't think of anything that I read that violated my moral convictions, so long as I use the concepts in the book in the way they were intended to be used.

Mr. Carnegie cautions at various points that using the concepts to manipulate will not work. Some people will have to get used to the empathizing with others, with looking for the good in others, with not being selfish. That is a good thing and for some will be the true starting point.

A longer title for this book could be "How Avoid Alienating People that You'd Like to Win as Friends and How Not to Destroy Your Ability to Influence Others".

The book in paperback is widely distributed and less that 10 bucks.

Paper Airplane

noreply@blogger.com (Bill) — Sun, 28 Oct 2007 23:46:00 +0000

From the same folks who gave us "The Simple Truth of Customer Service" comes this video based on Michael McMillan's book (which I have not read yet but really should). This about thinking outside the box, which even a customer service guy can use from time to time. See the video here.

The Dip by Seth Godin

noreply@blogger.com (Bill) — Fri, 31 Aug 2007 01:03:00 +0000

This is a small, short (76 pages) book written by a guy who writes in it that for him, writing a short book is harder than writing a long one. Google Seth Godin and you will learn a lot about him because he is pretty visible. I think he is a smart guy with some great ideas.

"The Dip" is the point in a project or career or season or campaign or other endeavor where the going gets tough. Often the advise at times like this is to stick it out. While often this is a good idea, sometimes persevering means mediocrity or even disaster.

This book explores this and discusses how to recognize when keep going (and why the dip can be your friend and when to quit in order to devote time and energy to more productive pursuits.

The Dip gives a lot for the time expended to read it.

Highly recommended.

rememberthemilk.com

noreply@blogger.com (Bill) — Wed, 18 Jul 2007 22:36:00 +0000

I have a work computer and a home computer, using the work computer every weekday at least and the home computer almost every day. I am just the kind of person that would benefit from a website like rememberthemilk.com, which I learned about from lifehacker.com.

I tried it. It is great. I use it all of the time for work and personal "To Do" list items. The items can be arranged by relative importance and also by date. I can also tag them with labels, pick a location if I want, assign a time estimate and write a little notes if needed.

Tickler Files = 43 Folders

noreply@blogger.com (Bill) — Wed, 18 Jul 2007 22:30:00 +0000

I started using tickler files after reading Getting Things Done several years ago. Actually, I did it before reading the book - I read a couple of articles of his on fastcompany.com.

A tickler file system has 31 folders (for days of the month), plus 12 folders for months of the year. That is where the popular GTD blog 43 Folders get's it's name. You can find a post on 43 Folders about the 43 folders here.

Using a tickler file has freed me enormously because once filed, I no longer have to think about the item until I need to.

The Simple Truth of Service

noreply@blogger.com (Bill) — Fri, 13 Jul 2007 13:42:00 +0000

Anyone who is in any way involved in customer service should see this.

(Thanks to CustomerAreAlways)

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless by Jeffrey Gitomer

noreply@blogger.com (Bill) — Sat, 02 Jun 2007 13:13:00 +0000

A few years ago everyone in my department received a copy of this book. I read it and it really had an impact. Gitomer is a sales trainer, but he has keen insights on what good customer service is and why it is so very important. The book comes with little cards that have some of his quotes and lists (lots of each). I usually keep one posted in a frame on my desk, switching them out from time to time.

I don't collect books about customer service. I do it for a living and think most books on the subject are not worth owning. This one is a keeper.

If you go to amazon.com you will see more details about this book and more reasons why to get it.

What's New

noreply@blogger.com (Bill) — Thu, 31 May 2007 22:17:00 +0000

Well, not posting (at least not yet). However, I did add my del.icio.us tagroll (which I may add or change from time to time) and noteworthy blogging (which I add to often).

Yours is a Very Bad Hotel...

noreply@blogger.com (Bill) — Sat, 09 Dec 2006 20:57:00 +0000

This is a story that is several years old, but still worthwhile reading. It is the story of a very bad experience two guys had at a hotel in Houston and the Powerpoint they created and distributed.

If you have Powerpoint or a Powerpoint viewer, you can find see an actual copy here:

http://i.askask.com/2002/08/DoubleTreeShow.ppt

It is a true tale. The Snopes entry confirming it has the backstory, other details, and a link to a non-powerpoint presentation that you can view (but use Internet Explorer if you do).
http://www.snopes.com/business/consumer/badhotel.asp

A Complaint is a Gift

noreply@blogger.com (Bill) — Sat, 09 Dec 2006 20:38:00 +0000

Complaints are bad, right? Well, they are because someone is not happy about something. However, complaints are gifts because a customer is giving us an opportunity to take corrective action. This book (and the related 62 page booklet) discuss the value of complaints, how different kinds of customers respond to how a complaint is (or isn't) resolved and how to create a positive team culture in regard to complaints. The books should be available from major booksellers as well as directly from TMI (see links).

Happy 5S-ing

noreply@blogger.com (Bill) — Sun, 05 Nov 2006 20:08:00 +0000

What is 5S-ing? If you don't know, check out the link posted about it. If you do know and haven't done it yet, why not? Few are the people I have met who did need at least a little 5S-ing at least once a year. It is worth a few hours to do it. After doing it, you will save time over the long term by not having to spend so much time looking for stuff.

How To Drive a Customer Crazy

noreply@blogger.com (Bill) — Sun, 20 Nov 2005 22:14:00 +0000

I found this on lifehack.org. I think I could come up with a list of things that would drive my customers crazy. Could you?

http://www.lifehack.org/articles/management/how-to-drive-a-customer-crazy.html

The Elements of Style

noreply@blogger.com (Bill) — Sat, 29 Oct 2005 02:17:00 +0000

Everyone who writes emails, letters and reports should have this book. It is brief (not even 100 pages) and inexpensive (less than $10 on Amazon.com).

Getting Things Done by David Allen

noreply@blogger.com (Bill) — Sat, 17 Sep 2005 21:43:00 +0000

I first read a couple of articles about David Allen in Fast Company. At first, I thought it was another personal organization guru. The more I learned, the more inadequate that description became. It is more about how to manage workflow, how best to plan, how best to collect and process information you need, how best to manage projects, how best to decide what to do next.

It is a mix of core principles and tricks. I tried some of the tricks first and they worked. That was about 5 years ago. I bought the book after taking it out of the library and reading it first. That was a couple of years ago. Since then I have tried to integrate the core principles but have only been 50% successful. I was someone whose desk was on the disorganized end of the normal spectrum. I became someone whose desk was considered organized. My files are more organized. My Lotus Notes is more organized. I usually can find anything I need to quickly.

I am working to implement the rest of the GTD principles in my work and personal life. Yes, my personal life too. My wife will appreciate this. She was very surprised at my neat and organized work area when she visited my office and would to see me do the same thing at home.

Anyway, the book and the website are links on the sidebar of Customer Service Guy. I strongly recommend them.

Moments of Truth

noreply@blogger.com (Bill) — Thu, 08 Sep 2005 02:23:00 +0000

There are two letters from customers hanging on a wall of my cubicle. In each case I was praised for my efforts in helping them make sure they got a shipment so that they could keep production running. Both customer said nice things about me. One (a small food manufacturer) even that send me a box containing some of their products (yum!). Both have other things in common.

Neither was one of my customers (part of my service area)
I was not in a helpful mood
I did not want to stay late to help and it was close to my time to leave

However, I treated them like they were my customers. I was courteous and helpful even though I did feel like it. I did what I had to do in order to help them get what they needed. These were moments of truth for me, tests to see if I really wanted to do customer service for a living. Fortunately, they went OK. Part of the reason they went OK is because I work on maintaining a proper attitude, have made myself knowledgable about my products and supply chain and most importantly.

Moments of truth do not wait until you feel like it, in work or in life. We need to do what we can to prepare ourselves in advance for those moments.