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?

blog comments powered by Disqus
AccuConference | Leadership Lessons Learned from Olympians

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.

blog comments powered by Disqus