Angry Customers

We all have to deal with angry customers.  Since so many customers now do most of their banking online or at ATMs, the only time they come into a branch or call you may be when there is a problem.   When there is a problem they can't resolve on their own, they tend to take their anger out on the first bank employee they see.

So how do you deal with an emotionally overcharged customer?  First, try to keep your emotions in check.  Next imagine yourself in their position.  They first need to be heard.  You may think you understand their situation but unless you engage in active listening you may miss an important element.  The problem with the bank may be just one of many things that aren't going quite right in their life.  You may be the one person who is truly trying to understand their situation.

I have a friend who is a service representative in a car dealer repair department.  He deals only with people incredibly frustrated with their automobiles.  When the car dies your life is temporarily put on hold.  You can't get to work.  You can't go do your favorite hobby.  You can't get groceries.  So on top of having car problems, you may be low on cash, low on fun and hungry.  My friend has a very good temperament.  He makes it a game in his mind to find what he can do to turn his customers day from horrible to hopeful.  He listens to whatever they need to rant about.  He then assures them he will do all in his power to get their car up and running as quick as possible.  He also has a fleet of loaner cars to lend.  When he hands them the keys to a loaner car which is usually nicer than the car they brought in, he turns their day around.

We need to deal with angry bank customers in the same way.  Hear them out.  Offer solutions or let them know you will contact them as soon as you can figure out a resolution. 

Because dealing with anger can be quite tricky I have developed a webinar you can order on CD ROM. Clients tell us the program is an excellent training source for dealing with the toughest situations in customer service.

Still learning,

Honey
www.interaction-training.com

5 Minutes More

Do what you say and say what you do.  If your business hours are 9 to 5 then you better for sure be open on time and not close early.  Even better, beat your posted hours by 5 little minutes.  That is a classic case of under promise and over deliver!

"Five minutes can make a huge impact on how clients view your branch."  In the August edition of the Branch Manager's Letter Paul W. Craig, President of Sydeme Consulting Company in McKinney, Texas addresses bankers on ways to create "wow" moments with customers.  "Open the branch five minutes before normal opening time and close five minutes after normal closing time,"  recommends Paul W. Craig.  This approach to opening and closing times will be a positive experience for the client as they arrive at the branch and see that the doors are opened fire minutes earlier than the posted time. 

A five minute extension can also be a positive experience if a client is rushing to the branch at the end of the day.  They're a couple of minutes late but thankfully see that the doors are still open.  Positive surprises create positive feelings.  Those extra minutes lead to "WOW" moments. 

"If a client experiences the door being locked a few seconds before they get there it becomes a big negative.  The client feels like they do not matter and will remember the experience as a negative," Craig says. “It’s the small things that add up to form a perception of the organization's culture."

Small things matter big to employees as well, come learn all about how to "wow" your employees.

Learn more about how to be the best supervisor

Still learning,

Honey
www.interaction-training.com

InterAction Training

20826 Sweet Violet Court

Humble, TX 77346

281-812-0211

www.interaction-training.com

Excessive Expectations

A client comes into a bank or any place of business with an expectation.  So it is to your advantage to recognize from the start everyone that walks into your bank comes in with a bag of expectations.  Figuring out expectations and meeting those expectations can be quite challenging.  Some people want to be greeted, some want to be left alone.  

Some places are great at greeting every client that comes in the door. That is key.  I don’t think anyone is offended by being greeted kindly.  Even if the employee is busy, an acknowledgement lets that customer know that you noticed their entrance.   

Seek out training on elevating your Customer Service Expertise!

After the greeting, a customer service representative must be astute to figure out if a customer wants to be engaged or left alone to do self-serve banking.  Be available and let them know you are there to answer any questions should that be needed. 

Every time you figure out a customer’s expectation and meet that need you begin a relationship that could solidify a customer for life. 

Hoping your weekend meets all your expectations.

Still learning,

Honey  

InterAction Training

20826 Sweet Violet Court

Humble, TX 77346

281-812-0211

 

Banking with “WOW”

In banking as in any business, either excel or go broke.  In the most recent edition of “Branch Manager Letter”, a newsletter published by Lana Chandler, she talked with Paul W. Craig, President of Sydeme Consulting Company (McKinney, TX) about exceptional customer service.

Consumers generally think all financial institutions are about the same. They basically choose an institution based on a “tiered criteria.” For example, the primary criteria may be convenience to home or work. This is followed by fees, price, and product(s) availability.  

“This assumes that all institutions are considered about the same in the area of client service. Usually, there isn’t a noticeable differentiation between branches of different institutions,” Craig says. “It’s a ‘WOW’ moment when a branch team demonstrates consistent ‘World Class’ client engagement and product delivery. The client experience changes immensely.”

“WOW” moments are driven by the key factors that shape the client experience… employee behavior, branch facility (including the drive-up) and technology. “A ‘WOW’ moment is what the client will remember. If there are a few ‘WOW’ moments demonstrated during the client experience, it will move the entire client engagement to that of ‘World Class,’” says Craig.

 

For even more inspiration on taking your bank to the next level attend our supervisor boot camp.  The next one is November 7-8.

Still learning,

Honey

 
InterAction Training
20826 Sweet Violet Court
Humble, TX 77346
281-812-0211

Admit You Messed Up

Sorry About That – First Best Practice to Customer Service Greatness!

Since the beginning of time we’ve tried to cover our mistakes.  Remember the fruit and the garden?  In the business world owning up to a wrong-doing is absolutely the best road. Apologize first then carry on with the business transaction.

1.      Learn How to Apologize with Poise

If something goes wrong or when the customer perceives something went wrong, apologize. Be quick to do it.  When a customer blames or claims something wasn’t done right or to their satisfaction say something like, “I am so sorry if there has been a misunderstanding!”  “I am sorry that happened.  I can help you, tell me about what happened.”  “Let me see how we can get this turned around.”

I'm hosting a webinar that teaches apologizing with poise and more:

CustomerService Expertise

Webinarwith Honey Shelton

 

2.      Ask for Their Name, Use it Often! 

This is the key to the door of building rapport with customers!  When the customer states what they need you can say, “I will be glad to help you, may I have your name.”  Sometimes when you introduce yourself; customers will respond in kind.   If they have a name that is hard to understand, you could say, “Tell me how to say your name” or “Please spell your name for me”.  

When to use their name?   As soon as you obtain it!  And, when asking a question and always with a thank you!    Number one rule of customer service experts is to always ask their name before ever asking for an account number.  Using their name personalizes the conversation!

3.      Set Up Success for Obtaining Information You Need

Tell them you will need to ask questions.  It might sound like this.  “Mr. Jones, I will need to ask you a few questions, may I have your account number?”  It is like asking permission before barging into another person’s office.  Sort of the knock on the door to prepare the other person for what you are going to need.

4.      If you Need Approval to Make a Move, Clue the Customer In

Let the customer know this.  “Excuse me, Mr. Wilson, I need to take the next step on getting this resolved, I will be back shortly.”   “Mrs. Jenkins, excuse me, I need to verify what options are available.”

When you put a call-in customer on hold or step away when they are in person, always thank them for waiting when you return.  “Thank you, Mr. Wilson, for your patience, let me tell you what I found out.”

5.      Follow Through, Follow Up

  If you agree to do something, follow through on your word.  Call, write a personal note or email the customer and give them an update, let them know what is happening.  Remember to thank them for their patience and loyalty.

Put these 5 best practices into play and you will be on your way to nailing down customer service excellence.

Still learning,
Honey

P.S.  To learn more about customer service that pays off,  join me at my next webinar:

CustomerService Expertise

Webinar with Honey Shelton

 

Nix Rudeness

You just can't allow rudeness in your workplace.  Rudeness quickly ruins teamwork.  Teamwork is a key element in a welcoming environment.

A rude employee brings down the morale of his colleagues, decreasing productivity and work satisfaction. If the employee shows his rude side to co-workers or customers, he could hurt business. Rude behavior often falls outside the scope of basic workplace policies, making it difficult to remedy and discipline. Squashing the rude behavior is essential to creating a more productive, positive work environment that all employees deserve. Learn to deal with the negative employee effectively to get the lousy behavior problem under control quickly.

You have choices:  Kill them with kindness, ask them to stop being rude, seek counsel from your manager but don't ignore it for long or try to get even.  Protect your happiness and job satisfaction and seek a solution!

Rudeness is contagious, don't start it and never spread it!

Still learning, 

Honey
www.interaction-training.com