Are You Trustworthy?

There's a lot of rhetoric that surrounds the conversation of "great customer service". I've seen a hundred posts about what makes a company stand out and I've even written a few of those. A couple of weeks ago, a customer that I talk to on a regular basis told me that she trusted me. It resonated with me - what is knowledge about a product unless you're communicating with trust backing up your words.

What makes someone trustworthy? Are we immediately to be fighting against the stigma of negative customer service experiences that we've all had? What can we do to immediately create trust between us and our customers?

Know and Be Upfront About Limitations

If a potential customer calls me and says they need seven thousand lines on a live conference, I am honest about our limitations in that area. This practice doesn't mean that you have to turn the business away but you need to make sure you’re setting the expectations. "Well, no, I'm sorry, we can't do that but here are some other options that might work for you," is a perfect response. Just because you're letting the customer know what they can expect doesn't mean you can't find out more about their needs and try to work a solution into what you can do for them.

Demonstrate Knowledge about Your Products

One of my favorite discussions to have with a customer is to make suggestions that I think are useful for their needs. When someone calls with questions, the expectation is that I will know what I’m talking about and be able to help them navigate the full scope of our products. Doing this allows me to assist a customer in choosing what is going to work best for them. Simply understanding how your product bills, special rates, and additional features goes a huge way in establishing trust with customers.

Communicate Consistent Messages

Consistency is a huge key to being trustworthy to a customer. Chain restaurants are often designed and laid out in the same way so that no matter where you are, you are in a familiar setting. McDonalds is a great example of consistent layout, design, and menu. We have adopted the same philosophy here. No matter who you call and speak to, you will get the same answer for all of your questions. It’s a more challenging approach because we don’t use scripts and much of our success in consistency comes down to our hiring process, but it can be done. Delivering a consistent message on rates, technology, and even limitations will plant and grow the seeds of trust between you and your clients.

The truth about being trustworthy (heh) is that you have to earn it. You may not immediately get that relationship with a customer, but from the first time you interact with them, you should be doing everything you can to gain that trust. What do you do to foster trust between your staff and clients?

How to Manage Twitter During News Worthy Events

Social media networks like Twitter and Facebook have been a huge boost to information spreading. More than once, I've seen Twitter get ahead of the regular media channels like television when it comes to breaking events. This can be a great thing but there can be some drawbacks when it comes to sharing information on your social networks. Before you go to rush sending or retweeting something, here are three things to double check before you push out a notification to your followers.

Verify before you Retweet

One of the worst things about Twitter is the desire to be "first" on a breaking event. We all make mistakes when we RT things, but there are some people who will see buzz around a topic, go to a Google images search, and retweet an old or incorrect photo of something. Before you hit that send button, make sure that the image you are sharing isn’t from a prior event being incorrectly associated to something current. Additionally, make sure whatever tidbit you are about to send is true. The University of Washington recently published a study that showed the rapid spread of misinformation in the wake of 2013’s Boston Marathon Bombing.

Credit the Right Person

As images and updates start to make their way around, sometimes the image ends up not getting credited to the right person. Recently, a striking photo was taken from a Frisco Rough Riders game and was tweeted out by a local news organization. The picture gained traction quickly and even landed on the front page of the popular sports blog, Deadspin. The problem is that the image wasn’t sourced to the person who took the picture and originally posted it. When a photo is posted, unless otherwise stated, the rights to that photo are from the original person who sent it out and failing to properly credit could land you in copyright trouble with Twitter.

Check the Timestamp

It’s important when you’re sharing information during a newsworthy event that you are only sharing the most recent information. During severe weather awareness week, the National Weather Service conducted a test of retweets and Facebook shares with a “mock” tornado warning. The good news was that the message reached over 800,000 people on both networks – the bad part was that was over a time period of twelve hours, when the average advance notice on a tornado warning is 15 minutes. Before you hit the RT button, take an extra second to see how old it is. In terms of a tornado warning, if it’s older than thirty minutes, it’s out of date and doesn’t need to be sent. It’s the same with any other breaking news event – things change quickly and before you retweet, you need to ensure that you’re sending only the most recent updates.

Do you pause before you hit the send button? What do you do to make sure that being first doesn’t mean that you are sending out old or incorrect information?

How to Download Recordings

There are a few ways to download your audio conference recordings from AccuConference. For no charge, you can record your conference calls and they will be available on your customer account to download for thirty days. One of the things we get asked about is how to download the recordings from the customer account. Not just where they can be found but actually where do they go once you click on them.

There are a few ways you can download our recording files (or most files) from a website. Here’s how you get your conference recordings from our site.

Click directly on “Save”

When you click directly on “Save” the file will go to your “Downloads” folder on your computer. This is a special file designated by your preferred web browser to store any of the things you get from different websites.

When you download a recording directly from our website by clicking on “Save” the file will usually go into that folder. It might pop up on a bar at the bottom of your browser and you can double click and play the file or click and drag it to your desktop to save it there.

Right Click and Select “Save Link As” from the Pop Up Menu

This method allows you to save the file in a specific location, rather than having it go directly into your “Downloads” folder on your computer.

After you click on “Save Link As”, you will be able to choose a folder or location on your computer. You can create a folder on your desktop for your conference recordings or save them directly to a shared drive and make them available for all of your co-workers.

Recording your conference calls is a great way to keep everyone accountable and once you have the file on your computer, they are yours forever. You can use them for podcasts, put them on your website, or have them transcribed to meet any disclosure requirements. What will you do with your conference recordings?

Four Inexpensive Tools for Customer Service

If you're considering reevaluating your customer service strategy your main focus is figuring out where you can improve. A business' customer service strategy is not just about what information you're giving customers.

If you want to change your customer service philosophy, here are four inexpensive tools you can implement right away to make a change. I can give the seal of approval on all of these because we use them right here at AccuConference.

Knowledge

One of the most important parts of customer service is that your employees are familiar with your product and your company. When a customer calls in with a question or a concern, your goal is to make sure this is the only call that has to be made. Getting it right the first time makes a big impact on your customers and step one is educating your employees.

Trust

One of the best things you can do is trust your employees and this starts at the very beginning of a hiring process. We have a very specific hiring process that helps us to determine candidates that have the same philosophies and feelings about customer service that we have as a company, and because of this my managers trust me to handle some things on my own and to take a concern to a higher level when I need to.

Voice

This is AccuConference and we are not the droids you’re looking for. (Hah!) We don't use scripting. Sure, we have standard responses to things, but they aren't the product of a script, they are the product of our experience. This is a big difference. Not being on a script gives us the chance to develop a rapport with customers and let them get to know us.

No Bait, Just Fish

An advertisement, whether it is a commercial, a print ad, or even a tweet sets a tone and an expectation with your customers. If you can't deliver on a promise made in an advertisement, then you're suddenly in a position where your first interaction with a potential customer may be viewed as a deception. This isn't a good way to start a relationship and can take a lot of extra work to repair. This is why when someone sets up an account with us they find a low rate, all of our features, and our undivided attention.

How do you approach customer service?

Things You Shouldn’t Say to a Customer

Sometimes we can say things that can be taken the wrong way. When helping a customer, what we say can be the difference between resolving an issue the customer is having or making the customer furious and escalating it. There are words that can have a certain tone or connotation that we may not recognize when we say them.

Blog writer, Keith Agnew, lists words that he believes can kill your credibility. And he makes a valid point with one word in particular. When you start a sentence with the word “actually”, it can potentially have a condescending tone. That’s something you want to avoid when speaking with customers. For example, if you have a customer who believes they have paid their balance in full when they really short paid their bill, you may be tempted to start your rebuttal with “Actually…”. You’re probably just stating a fact, but the customer might think you are being patronizing. Instead, empathize with the customer’s frustration and start your sentence off with something like “I’m sorry for the confusion…” or “Let me see what happened…”. You’ll end up saving the customer the irritated feeling of not being heard and you still get your point across.

Another phrase you shouldn’t use would be “We can’t do that”. Even if you can’t do what the customer is asking for, giving them a flat no isn’t going to solve anything. The customer knows that you can’t perform miracles, but they do like it when you’re able to come up with a solution that fits their needs. I had a customer who needed to have an international call and wanted to use our International Toll-Free Service on their account. There was a problem though. They had a custom conference line with a custom greeting and they would lose the greeting if I added the service to their account. Instead of telling the customer “We can’t do that”, I started my sentence with “The only problem with doing that is…” and explained to them the reason why we couldn’t keep the custom greeting if they switched. I then suggested that they could still have their international call and keep their custom greeting if the moderator outdials to their international participant. Instead of telling the customer we couldn’t do something, I provided a reason why what they wanted wouldn’t work and offered a reasonable solution.

There’s a list of things that you shouldn’t say to a customer when you are trying to help fix their problem. People have even written books about customer service etiquette. Which tells me that those who recognize the importance of what they say and how they say it will have a better chance with understanding their customers’ needs. What words are on your list of things that you shouldn’t say to a customer?

The Fake Smile

Only those who know you, recognize it. It is a disguise to protect you and mask your true reaction. It is frequently used when facing a loss; whether it is a job, a promotion, a loved one, your youthful appearance or even your hair.

Recently, I had a fake smile day. I found myself dreaming most of it and not getting much done. I am a "Doer" not a "Thinker", so checking off a list at the end of the day has always been important. This day, I allowed myself to dream. Dream of what could have been, should have been and what I still want to be. I allowed my dreams rather than my actions to be a better part of the day. It made me cherish existence a little more when I was able to snap back to reality.

I started my day with a fake smile and somewhere along the way. I felt the smile and allowed it to be real. I set this feeling free. It is a not a great day, but I challenge myself to make it a good day, because I realize that life is a gift and a dream can make it even better. If you can use the fake smile long enough, it may evolve into you actually feeling like smiling. And if you take some time to dream, you may find a reason to smile.

Follow Your Instincts in Customer Service

A few weeks ago, something interesting and terrifying happened while refilling my gas tank. When I looked down, there was a puddle of gasoline under my SUV and gas was dripping down the wheel well. Since defects in gas tanks are actually pretty rare I suspected that it had to be overflow from when I was filling up.

Still, something didn't feel right. Even as I told myself that it was simply an overflow issue, I didn't fully accept it as the answer. After driving a block and half, I realized my miles to empty display had dropped nearly ten miles. I decided to take the vehicle to the dealership and lo and behold, there was a crack in part of my tank that needed to be replaced.

Cracks and defects in the gas tank are rare in vehicles. Who knows what could have happened if I had continued to drive around slowly dripping gas? I went with my instinct that something was horribly wrong, and I was completely right.

Instincts are a huge factor in why and how we do something. No matter if you want to call it your intuition, sixth sense, or your gut feeling, we do put a lot of importance on our instincts. They are a piece of us and driven by our personality and our makeup, so there are different instinctual reactions for everyone. Using your personal instinctual reactions at certain time when dealing with customers can be a boost to how you provide service for them.

Jump in When It's Right

If your instinct is telling you that your customer needs help, don't be afraid to go with your gut and jump in. Recently, I was walking a customer through some of the steps and after some of his questions indicated he needed a little extra help, I offered to put his invitation together for him. I want my customers to learn how to do things and I'm highly dedicated to not just answering their questions, but educating them on how everything works. There is a time and a place for education, but there is also a time for taking care of it so the customer doesn't have to.

Step Away When It's Not

It is possible to be unable to adequately communicate with a customer. As a customer, you think you're asking all of the right questions. As the operator, you feel like you're answering them, but you're both getting frustrated. Letting the customer talk to someone else doesn't mean that you're passing the buck, it means that you’re going to send the customer to someone that might have a better approach. We all learn differently, we all have ways that we are comfortable, and there might come a time when you are not able to speak to the customer in the way they need. Don't be afraid to step away from a client if your instinct is telling you that the conversation is going downhill fast.

In Malcolm Gladwell's Blink, he talks about how our spontaneous decisions can sometimes be better than the ones where we agonize over every little detail. Once we become an "expert", according to Gladwell, we can "thin slice" and use limited information to make a decision. This cuts out a lot of the information that can sometimes cause us to over think a solution. Instincts are a powerful tool in making a decision.

Do you trust your instincts?

Stop Procrastinating and Get Your Hands Dirty


Have you ever looked at your to-do list and put off the things that you’re not the least bit excited about doing? Of course you have. I do it, too. We all do. And even though I put off those tasks for later, I know I have to eventually get to them before they start piling up. Whether it’s work related or in our personal lives, procrastination seems to tempt us at one time or another. But if we know we eventually have to get our hands dirty, why do we wait until the last minute?

The Task is Outside of Our Comfort Zone

Psychiatrist, Phil Stutz, and psychotherapist, Barry Michels, have asked the question as to why we procrastinate. They point out that many of us hold off on certain things because it’s outside of our own comfort zone. One job I used to hold was an analyst position. I always procrastinated on the detailed excel reports because the math that went into all of it was overwhelming. And all of the formulas and equations had to be triple checked because those reports were sent to senior executives. It caused a lot of pressure on my end and sent me mentally outside of my comfort zone. I would wait until the last minute to do the reports and cause myself needless stress to have them done by their deadlines. I always met my deadlines, but I made myself sick in the process. Now, I take a different approach. If I come across something that I feel is overwhelming, I take a deep breath and dive in. I find it’s better to tackle the most stressful tasks first and save myself from the unwanted stress.

We’re Waiting For the Perfect Moment

Sometimes we tell ourselves that right now is not the right time to do something. And in some cases, we’re right. Right now may not be the right time for you to buy a house or start a family. But for lesser life changing events, like filing your taxes or asking for that promotion, procrastination won’t benefit you. If you want that promotion, you have to show that you’re not only ambitious but that you deserve it as well. If you procrastinate because you don’t think it’s the right time to ask, then you’re letting the chances of a better future slip through your fingers. Instead, make that leap and take a chance. The worse that can happen is you’re told no, but you can walk away with the confidence knowing that you at least tried.

The Task is Too Boring

Honestly, I hate doing laundry. It’s one of the most boring chores I ever do. I find folding and hanging clothes to be so tedious and mundane. But I know that it has to be done. When I first lived on my own, laundry would be the last chore that I would do. What I then realized was that I was having to stay up late to make sure that all of the laundry was done, making me pretty tired the next day. It was then that I learned that if I wanted a decent night’s sleep, I would need to start doing laundry earlier. I also decided to incorporate music into my laundry routine. So now I rock out to Maroon 5 or some classic Depeche Mode to help push myself through a chore I’d rather not do.

No matter what the excuse is, procrastination really does nothing more than prolong the inevitable. If you’re ready to take charge and get things done, make one of your goals this year to be to stop procrastinating. You may find those things you were holding off on doing really weren’t that bad to begin with.

Leadership Lessons Learned from Olympians

Jared Zezel.

Does that name ring any bells?

No? Okay, how about Allison Pottinger?

Allow me to shed some light on our mystery guests. Jared and Allison are members of the 2014 USA Olympics team who will compete for Sochi gold in the sport of curling.

Heh? Curling? What's that? I was exposed to curling during the Salt Lake City winter games and while it may not seem very exciting, I've found it to be more edge of my seat than some of the other winter sports. (Maybe it's because I have no idea how it's judged but I find myself waiting to hear the teams calling out instructions and then cheering as one stone slaps against another.)

There's no one who wouldn't agree that in order to be an Olympian you have to work your tail off, but the curling champions of the world compete in a sport that lacks a sexy or romantic flair. Major brands are not going to approach the gold medal curling champion and ask them to promote the hot new car or next big thing. No, brands and advertisers want Shaun White flipping over the top of a BMW or Gracie Gold cutting figure eights around a bowl of cereal. (Editors Note: IOC regulations prevent Olympians from promoting products during the Olympic Games, but the games are an opportunity to make a "name" for yourself.)

People like to think that athletes are in it for the money and the sponsorship deals. It's a bonus, yes, but we can learn a lot about drive and leadership from the champions of both popular and the little known Olympic sports.

Hard Work and Dedication

Nothing comes easily and we would all do a lot to remember that we can't just wish for our dreams to be fulfilled. We have to go out and fall on the ice or face plant into the snow. When you get up and brush yourself off, you try again, and you have a better idea of your mistakes. It takes a tremendous amount of dedication to be considered as the "elite" of anything - be it curling, writing, snowboarding, or basket making.

Set Goals Early On

Not all athletes want to be Olympians. Not all Olympians dream of a day when they can enter their sport professionally. No matter what they want, they decide at a young age what they want to be. Going pro versus being an Olympian might take you to different circles of competition or choose a different coach. Setting a specific goal from the get-go can help you determine the path that you need to take, rather than just wandering in the weeds with no real direction.

Success is What You Make of It

The champions of the sport of curling will likely never get a multi-million dollar deal to promote a brand or product. The Jared and Allison's of the Olympics will likely never be featured on the front of cereal box, but yet, they are still competing with all of their hearts and souls. Success isn't always about being the biggest, baddest, and most well-known name in a field. We won't all get to that point and in truth, almost none of us will. Set your success along the way in a manner that you can be happy with them. Reach for more, of course, but understand the importance in making strides in a consistent manner. For many athletes, being an Olympian means more than being the "face of the Olympics".

I highly encourage you all to watch the lesser known events during the Sochi Games and be sure to get to know Team USA as we go for the gold in 2014.

Three Ways to Boost Your Conferences in 2014

Towards the end of 2013, I had a customer call in and ask me one simple question: "Is there anything we’re not taking advantage of?" There are a number of features we include, but customers might not know about. We went over a couple of things that I noticed he wasn’t using and suggested using things like web conferencing and conference call recording for his calls in 2014.

Here are three of my favorite features to suggest to customers.

Brand Your Conference Calls

Add a custom greeting to your conference line so you can brand your events to your company. You can also use it to share news and events. It’s easy to do and we can update the message as often as you like. A lot of our customers like this option because the participant knows who is hosting the conference and is reassured that they have dialed into the right call.

Custom Hold Music / Greetings

A customer in financial planning uses custom hold music to play a recorded message about the different services his company offers. This is a great use of a free option to turn the waiting room before the conference begins into a virtual billboard. You can also upload some of your own music and participants can jam out while they wait for the call to begin.

Registration Pages

One of our customers sets up luncheon events and uses registration pages as part of their invitation. These pages can be fully customized to add your logo, images, links to your site, speaker information, and more. Using a registration page lets you track attendance and know if you’re marketing your conferences to the right audiences by giving you a metric to measure your response rate.

All of these features can be a part of your next call with AccuConference. If you have questions about them, please give us a call 800.989.9239, or just give us a call to see if there’s anything more you can do with your conferences to get your participants involved. (Seriously, we like helping you.)