Six of One?

I've had several agents tell me that businesses would not be interested in a concept/book called "The Zen of Customer Service." One told me that businesses really aren't interested in the spiritual side of what they do and another told me that "Zen" was past its prime.

I can see their point but I wonder if it's accurate. I can see many larger businesses shying away from the use of a program with religious implications, especially in a post 9/11 world where anything non-Christian is looked upon as suspect. But what about more avant-garde businesses? Steve Jobs was a Buddhist. Would he have been interested in this program?

I have had trouble coming up with an alternate name. "Inside-Out Customer Service" would have been my first choice, but that was already taken.

After careful consideration and many scratch pieces of paper, I'm proud to announce a new "branding" for my concept: Right Way Customer Service: The Path to Delivering Exceptional Customer Service.

I think this ties in nicely with the Buddhist principles of the book, based primarily on the Buddha's Eightfold Path of Right Understanding, Right Wisdom, and so forth--but I wonder if I'm giving up too easily on Zen?

To pick your brains, my beloved readers, I have created a poll to solicit your opinion. This poll can be found to the right.

Please take a moment to let me know which name you think would work better in today's business world - not necessarily the one you like best. If you don't like either, select "other" and please post a comment stating your reasons and/or other ideas.

You input is greatly appreciated as I move forward with this endeavor.

The Good and Bad of Customer Notices

I sat down with a friend of mine at a local Chinese Buffet (something I've avoided while dieting) and we were given a small card to place at our table. In addition to being a table-holder (to avoid losing our table while we were at the buffet), the card had a few buffet rules, one of which read, "In order to keep costs down, we ask that you do not take any food from the restaurant." I thought that was well put. Why? On one hand it is polite and respectful, and on another, it lets the customer know that by abiding by the rule, they will benefit. Take food out = higher costs; don't take food out = costs are contained.

But how many times have you seen something like this: "Taking food out of buffet is PROHIBITED! Anyone caught taking food out will be charged at take out buffet prices." How does that make you feel? I feel insulted myself. I've actually seen restaurants with notices like that all over the place. Do I go back? Nope. To me, statements like that send the message that the establishment has either a contempt for its customers or lack of trust - or both. What if I had an issue with them in the future? Think they'll believe me? Unlikely.

A few years back I was on my Parish's Athletic Association Board and we were concerned about the number of people littering on our fields. One person suggested a harshly worded sign, such as "Do Not Litter! Those caught littering will be asked to leave." I suggested one more kindly worded: "Please help us maintain an attractive and pleasant sports venue by depositing your litter in one of the conveniently located trash cans." They opted for the former (much to my chagrin) and I'm not sure what difference it would have made, but I felt that statement was too confrontational and the last thing we want to do is to make parents any more confrontational at their child's sporting event.

Another example are postings about surveillance cameras: "For your safety, these premises are under surveillance." Really? The company went through all that for me? I Doubt it. Again, I feel insulted by such signs--as if I'm going to tell myself, "wow, this company really cares about me." Why don't they be honest? They can post something like "For your safety, the safety of our employees, and to reduce crime, these premises are under surveillance." I can buy into that. Nobody wants to be robbed and if someone does rob the store, quick shop, gas station, or whatever it is, I'd want them caught!

There are more examples, but you get the point. Next time you want to post a statement for customers (in writing or even as a recorded message) consider how the customer would feel about its tone, demeanor, and underlying messages.

Tashi Delek!

AFW

The Apology

A Facebook friend of mine posted this picture that really sums up what I was trying to say before about apologizing to customers. Giving an apology does not necessarily admit guilt - it is a simple way of saying, "I understand." What a powerful tool that can be used to build a better relationship with your customers.

It Happens to All of Us

Buddhism tells the story of a woman whose small child had died. Stricken with grief, she carried the child from house to house asking for medicine that would help. One household told her to go see the Buddha. The Buddha told her that he did have a cure, but that she would need to collect mustard seeds from every house in the village that has not experienced death. Well, as you can imagine, every house she visited had known death and she was able to let go of her grief and accept her child's death as part of life.

What does this have to do with customer service? Well, how many times have you told yourself you have the "customers from hell" or the "worst job in the world"? The thing is, all of your coworkers have the same job and the same customers. Are they all unhappy? When I worked as a Customer Service Rep I noticed in the break room how it was always the same reps who seemed to have "the hotline from hell" or all the bad customers. When I became a supervisor and started to monitor their calls and those of their coworkers I noticed a big difference in how the customers were approached by the different reps. The ones that often complained were defensive, quickly aggitated, and easily frustrated. The ones that never seemed to complain were patient, courteous, and helpful.

We all have the same customers, we all have the same job. Don't feel like your customers are the worst, or you somehow are cursed with the bad customers. If you feel this way, look at your own service and be the rep you want when you call a customer service number.

Over-the-Top Customer Service

One of my big complaints about customer service these days is that companies try to "can" good customer service and dish it out to each and every customer. As a result, their reps are going through the motions, hitting their p's and q's, but you know what's missing? Their heart.

The other day I had to call my wireless company about a problem I was having. The customer service rep answered the phone friendly and said all the right words but you could tell he was reading from a script (and what's bad is when you chat live on-line iwht a rep and they use the same words!). "Hello, Mr. White, how are you today?" "That's good, how may I help you today?" "I understand, you are calling to " and so on.

I know what they are trying to do and I do commend them (the companies) for at least trying, but you can't dissect customer service and figure out "what's good" and "what's bad" and script your interactions. That isn't want customers want! Customers want to relate to another human on the other end of the phone that CARES about their problem. It's tough to relate to a script and when you know they're reading from a can of phrases, it really takes away from the integrity of the interaction, don't you think?

Be the Customer Service Rep YOU Want

The Dalai Lama often speaks of overcome our selfishness. One lesson he teaches is to watch our actions as an impartial observer. This is hard to do but, with practice, can yield some really good information about ourselves. This lesson can also be applied to customer service.

Next time you are at work, try to observe your customer interaction from the outside, as an impartial observer, or better yet, the customer. Ask yourself -- are you giving the kind of service you want to receive?