Customer service and language go hand in hand like "Fizzle" and "Awesome" do (or at least they used to). Here's a link to a TED Author Anne Curzan's article "20 WORDS THAT ONCE MEANT SOMETHING VERY DIFFERENT". Hope it gets your thinking thinking!
Thursday, June 19, 2014
Thursday, June 12, 2014
Teach Your Children Well
I used to volunteer at the Greater Philadelphia Film Office, doing clerical work, answering phones and putting location photos together. It was my in to get a start working as a production assistant. One of the other volunteers I worked with said something very smart to me one day. He said that if you ever want to understand a complex subject, find a book about it for for kids. I had, for some reason, always wanted to understand the science of physics, so I did exactly that-I bought a book about it written for kids. I was doing alright up until it got down with Einstein's time space bendy stuff-guess I was not kid-like enough to understand even at that level.
I have a five year old who asks questions non-stop. On a car ride, I get such an eclectic variety of questions from her and I freakin love it. See, kids just don't take "because" or "that's the way it is" as an answer. You will always get in return "But why because?" or "Why is it that way". And I want my child to understand what I am explaining to her, no matter what the subject is (after all, I am Daddy and I am supposed to know it all). The amount of thought that I have to put into answering the simplest questions sometimes staggers me;at the same time it sparks my imagination in a way that it has not been sparked since I myself was a child.
Some people say that customers are like babies and children and we should treat them that way. They call them stupid because they don't know how to solve a particular issue or they do not know what kind of software they are using. If you want to treat them like that because you view them as children, I am really concerned about the kind of parent you are (or might be one day). Would you ever call a child stupid because they did not know why we need to put gasoline in our cars, why butterflies are not birds, why there is imitation storms at the alligator pen at the zoo or how a hot air balloon floats? I would hope not. And as much as you would not expect them to know these things, you should realize the importance of teaching them, relating whatever it is you are explaining to the world around them and most of all showing them that you are someone that they can ask any question to.
So if you are going to think of customers as children, that's ok. But it should not be in a derogatory way. It should be one of thinking of yourself as their guide to whatever work center you support. You are the one they should trust to explain things to them in a way that they understand-with all the dignity and respect you should give anyone who asks for your help. To me there is no difference between teaching someone how to plug in their computer or remove malware from their system. One time I had to explain to a customer what a browser was. It was a very creative experience for me and left the customer with one less thing to worry about. Believe it or not, many times a customer will start off their question with "I feel so stupid for asking this and wasting your time". Before you offer any answer you should let them know that they are smart for calling for help and that without them you would have no reason to be here.
What is the most creative answer you have had to give to a customer in explaining something that you consider to be simple? Please comment below.........
I have a five year old who asks questions non-stop. On a car ride, I get such an eclectic variety of questions from her and I freakin love it. See, kids just don't take "because" or "that's the way it is" as an answer. You will always get in return "But why because?" or "Why is it that way". And I want my child to understand what I am explaining to her, no matter what the subject is (after all, I am Daddy and I am supposed to know it all). The amount of thought that I have to put into answering the simplest questions sometimes staggers me;at the same time it sparks my imagination in a way that it has not been sparked since I myself was a child.
Some people say that customers are like babies and children and we should treat them that way. They call them stupid because they don't know how to solve a particular issue or they do not know what kind of software they are using. If you want to treat them like that because you view them as children, I am really concerned about the kind of parent you are (or might be one day). Would you ever call a child stupid because they did not know why we need to put gasoline in our cars, why butterflies are not birds, why there is imitation storms at the alligator pen at the zoo or how a hot air balloon floats? I would hope not. And as much as you would not expect them to know these things, you should realize the importance of teaching them, relating whatever it is you are explaining to the world around them and most of all showing them that you are someone that they can ask any question to.
So if you are going to think of customers as children, that's ok. But it should not be in a derogatory way. It should be one of thinking of yourself as their guide to whatever work center you support. You are the one they should trust to explain things to them in a way that they understand-with all the dignity and respect you should give anyone who asks for your help. To me there is no difference between teaching someone how to plug in their computer or remove malware from their system. One time I had to explain to a customer what a browser was. It was a very creative experience for me and left the customer with one less thing to worry about. Believe it or not, many times a customer will start off their question with "I feel so stupid for asking this and wasting your time". Before you offer any answer you should let them know that they are smart for calling for help and that without them you would have no reason to be here.
What is the most creative answer you have had to give to a customer in explaining something that you consider to be simple? Please comment below.........
Thursday, June 5, 2014
Slayercise, Gagacize, Puccinicize, JOHN FREAKING DENVERCISE!
Sick of coming to work in the morning and you are as tired as you should be at the end of the day? Tired of drinking coffee after coffee after coffee just to open one eye? They say you choose your attitude! How do you have time to choose your attitude when you can't even decide between yawning or stretching? Well, ladies and gentleman, today is your lucky day! I have developed a system so simple and that requires you to purchase ABSOLUTELY NOTHING in addition to what you already have at your disposal. You can practice my simple system to achieving total awareness and possibly, YES POSSIBLY, your happiest mornings ever. You'll be so happy people might even be afraid of you. AFRAID OF YOUR HAPPINESS! You don't need a fancy space with fancy equipment to practice this simple system. You can practice it in your shower, your bedroom, your car, the walk up to your office-or if you make it to the advanced level of this simple system, from your first sit down at home on the throne to your first sit down at the office in the chair at your your desk.
Here are these simple steps, revealed for the first time in any blog titled "Solomon Kleit-Customer Service Jedi":
1. Find a place of solitude(the bedroom, the bathroom or the car are good beginner spots).
2. Select the music of your choice (this may vary on several factors-just pick what calls to you).
3. Sing it as loud or as soulful or as Cookie Monster (in case bands like Soreption or Immolation call out to you that morning) as you possibly can. Remember that commercial where they say sing like no one is watching? The person who said that is happy;happily hiding away in the dark places of their house hoping that someone saves them. NOT YOU! If you want to successfully complete my SIMPLE system, must sing like you expect the whole world to be listening and you don't give a shit what they think about it. Just remember, you will probably sound better in the shower then in the toilet stall at work, but even then, who cares.
Just remember:
****Modern day Acoustic Science has proven-IN THE LABORATORY-that bathroom walls increase elasticity of vocal ranges to appear to remain a constant C-EVEN IF THEY ARE NOT!!!!
****Your husband, wife or partner will love waking it to you shaking it and filling their ears with a QUIET STORM OF AWARENESS!!!! (Crunk not recommended at these times).
****That guy in the car next you, driving like a coward with his windows rolled up, has been picking his nose like the world is NOT watching FOR THE LAST FIVE MILES! So, what do you have to be self-conscious about? He might, if he hears you, go from picking his nose to playing it like the Nose Harp it was intended to be!
****Singing to songs is a lot easier on the vocal chords if you know the lyrics (no strain=pitch gain)!
But seriously my friends, I sing every morning, no matter where I am going that day. I sing in the shower, I sing in the car and I sing on the way to the office. And, not to sound corny, it really helps me to rock out my positive attitude when working. I love the music I love, singing is physical exercise, head banging or shaking your butt is exercise. As much as it is a decision to start your day that way it becomes a huge part of the commitment you make to be happy no matter what comes at you!
Do it peoples!!!!!!
Here are these simple steps, revealed for the first time in any blog titled "Solomon Kleit-Customer Service Jedi":
1. Find a place of solitude(the bedroom, the bathroom or the car are good beginner spots).
2. Select the music of your choice (this may vary on several factors-just pick what calls to you).
3. Sing it as loud or as soulful or as Cookie Monster (in case bands like Soreption or Immolation call out to you that morning) as you possibly can. Remember that commercial where they say sing like no one is watching? The person who said that is happy;happily hiding away in the dark places of their house hoping that someone saves them. NOT YOU! If you want to successfully complete my SIMPLE system, must sing like you expect the whole world to be listening and you don't give a shit what they think about it. Just remember, you will probably sound better in the shower then in the toilet stall at work, but even then, who cares.
Just remember:
****Modern day Acoustic Science has proven-IN THE LABORATORY-that bathroom walls increase elasticity of vocal ranges to appear to remain a constant C-EVEN IF THEY ARE NOT!!!!
****Your husband, wife or partner will love waking it to you shaking it and filling their ears with a QUIET STORM OF AWARENESS!!!! (Crunk not recommended at these times).
****That guy in the car next you, driving like a coward with his windows rolled up, has been picking his nose like the world is NOT watching FOR THE LAST FIVE MILES! So, what do you have to be self-conscious about? He might, if he hears you, go from picking his nose to playing it like the Nose Harp it was intended to be!
****Singing to songs is a lot easier on the vocal chords if you know the lyrics (no strain=pitch gain)!
But seriously my friends, I sing every morning, no matter where I am going that day. I sing in the shower, I sing in the car and I sing on the way to the office. And, not to sound corny, it really helps me to rock out my positive attitude when working. I love the music I love, singing is physical exercise, head banging or shaking your butt is exercise. As much as it is a decision to start your day that way it becomes a huge part of the commitment you make to be happy no matter what comes at you!
Do it peoples!!!!!!
Sunday, June 1, 2014
Grasshopper
The great thing about developing your customer service skills is that, unlike in most industries, you experience the other side of the coin on a frequent basis. Everyone experiences some form of customer service (or disservice) everyday. But you, as a customer service professional, get to learn from those experiences. You should really take advantage of this daily opportunity to learn through experience about good and bad and so-so customer service. You should bring pieces of the good stuff back to your job and incorporate it into your own brand of service. You should use it to help you filter out some of the components of your style that may not work so well. Moreover, it should bring you more in tune with learning how to treat others the way that you want to be treated and how to motivate the same for yourself from the customer service professionals that provide service to you.
It's a win/win. Your work becomes more enjoyable and so does your life.
I remember first digging out on the idea that while I was out in the world I was also training myself to do a better job. When I used to wait tables I used to eat out a lot. I often felt like one of those dudes you see in martial arts flicks-the one who goes from school to school, picking up some Praying Mantis here, some Flying Guillotine there and then meeting Ip Man and truly being humbled. Then destroying.......back to my point (I think). Everywhere I went to eat I could see what made the waitperson more efficient, what made me want to tip them more, what did they do that really added to my experience at the spot. Many times I would also meet the sharp end of some of the things that I may have not considered important to the patrons that I waited on. I remember one time, being at this vegetarian joint. It was small, had maybe 10 tables-constantly turned and burned. There were two waiters there-a live waiter and a dumbwaiter (the kind like looks like a baby elevator). Let me tell you-we were promptly greeted seated and served, we ate what we had never eaten before, we were upsold, every course was cleared before the next with warm and wet towels between. Finally, the check was presented on a clean table. Win/win-the waiter had a system, had his assistance, had his volume and made his money. And all at a little whole in the wall.
That reminds me-one time I had dinner at a really cheap diner somewhere in New York State. When I complimented the waitress on serving the salads in cold bowls with chilled forks she sounded surprised. That's the way it's supposed to me done, isn't it? Maybe in little places like this where service is what people come for but not always at the expensive joints. Or the chains.
Customer service is a participation sport. Practice good sportsmanship.
It's a win/win. Your work becomes more enjoyable and so does your life.
I remember first digging out on the idea that while I was out in the world I was also training myself to do a better job. When I used to wait tables I used to eat out a lot. I often felt like one of those dudes you see in martial arts flicks-the one who goes from school to school, picking up some Praying Mantis here, some Flying Guillotine there and then meeting Ip Man and truly being humbled. Then destroying.......back to my point (I think). Everywhere I went to eat I could see what made the waitperson more efficient, what made me want to tip them more, what did they do that really added to my experience at the spot. Many times I would also meet the sharp end of some of the things that I may have not considered important to the patrons that I waited on. I remember one time, being at this vegetarian joint. It was small, had maybe 10 tables-constantly turned and burned. There were two waiters there-a live waiter and a dumbwaiter (the kind like looks like a baby elevator). Let me tell you-we were promptly greeted seated and served, we ate what we had never eaten before, we were upsold, every course was cleared before the next with warm and wet towels between. Finally, the check was presented on a clean table. Win/win-the waiter had a system, had his assistance, had his volume and made his money. And all at a little whole in the wall.
That reminds me-one time I had dinner at a really cheap diner somewhere in New York State. When I complimented the waitress on serving the salads in cold bowls with chilled forks she sounded surprised. That's the way it's supposed to me done, isn't it? Maybe in little places like this where service is what people come for but not always at the expensive joints. Or the chains.
Customer service is a participation sport. Practice good sportsmanship.
Wednesday, May 28, 2014
Everybody's Stupid, Somewhere
Everybody is stupid, somewhere. Ain't that the truth. That should humble us all. When you go to the auto mechanic, you do your best to find one that is trustful, knowledgable and won't sell you something you really don't need. When you go to the doctor, you expect that they will take the time to explain to you exactly what your condition is. You may be afraid to ask certain questions because, while to you they may seem major, you think that to the doctor they may seem mundane or infantile.
You should always leave with more answers than you have questions. And you should always want to come back.
When you are the expert someone seeks, you need to make the impression on them that they can ask you anything, they will always get treated with respect, they will get a straight answer and they never have to say they're sorry. When assisting customers I consider every issue to be of equal importance. Teaching a customer how to plug their computer in is just as important as helping them to remove malware. Nothing should be below what you would consider your caliber of skill and training.
And if you ever start to think to yourself' "I can't believe how stupid this person is", remember they are the reason you are here. They are the reason you have this job, eat and can play Candy Crush on your unlimited data plan.
My father understood people better than anyone I ever knew. His job was exactly that-to understand people. He did that job everyday for 35 years at the Philadelphia Commission on Human Relations. As a little boy, I remember one day an impression that he made on me that I still keep in the front of my mind at all times. It remains a core component of my work ethic and philosophy.
Scene 1; Interior, subway car.
Solomon and his father sit closely together, reading the Daily News. They are both reading the same article about a ring of criminals who got caught.
SOLOMON
Dang dad, there are a lot of desperate people in this city. They do a lot of stupid things. That's messed up.
DAD
Just remember-those people put food on your plate.
Solomon finds himself in a daydream being served in a very posh restaurant by hairy thugs in undershirts and ski masks.....
You should always leave with more answers than you have questions. And you should always want to come back.
When you are the expert someone seeks, you need to make the impression on them that they can ask you anything, they will always get treated with respect, they will get a straight answer and they never have to say they're sorry. When assisting customers I consider every issue to be of equal importance. Teaching a customer how to plug their computer in is just as important as helping them to remove malware. Nothing should be below what you would consider your caliber of skill and training.
And if you ever start to think to yourself' "I can't believe how stupid this person is", remember they are the reason you are here. They are the reason you have this job, eat and can play Candy Crush on your unlimited data plan.
My father understood people better than anyone I ever knew. His job was exactly that-to understand people. He did that job everyday for 35 years at the Philadelphia Commission on Human Relations. As a little boy, I remember one day an impression that he made on me that I still keep in the front of my mind at all times. It remains a core component of my work ethic and philosophy.
Scene 1; Interior, subway car.
Solomon and his father sit closely together, reading the Daily News. They are both reading the same article about a ring of criminals who got caught.
SOLOMON
Dang dad, there are a lot of desperate people in this city. They do a lot of stupid things. That's messed up.
DAD
Just remember-those people put food on your plate.
Solomon finds himself in a daydream being served in a very posh restaurant by hairy thugs in undershirts and ski masks.....
Wednesday, June 19, 2013
Thank you for reading Solomon Kleit, Customer Service Jedi. How may I help you?
Welcome to my blog;my ramblings, my philosophies, my inspirations and my insight into what some consider to be the most mundane job in the world-Customer Service. I think of customer service as one of the most important and dynamic jobs in the world and integral to the quality of people's lives. Think about how many times you wasted your time, arguing, pleading, begging or just plain giving up dealing with terrible customer service. Then also think of how much aggravation you have loaded yourself up with when you provide poor customer service to your customers. Time wasted on both sides that neither will ever get back.
It does not have to be that way for any of us-customer or customer service provider alike.
When we learn how to provide excellent service we then learn how to get it.
When we find satisfaction in providing satisfaction we create a sort of karma for society one experience at a time.
I hope that the experience, lessons and insights that I can provide to you-in addition to the same that you may share with me-will help us all gain a greater understanding of the importance in both providing quality customer support and also navigating around the bad customer support that we ourselves receive.
It does not have to be that way for any of us-customer or customer service provider alike.
When we learn how to provide excellent service we then learn how to get it.
When we find satisfaction in providing satisfaction we create a sort of karma for society one experience at a time.
I hope that the experience, lessons and insights that I can provide to you-in addition to the same that you may share with me-will help us all gain a greater understanding of the importance in both providing quality customer support and also navigating around the bad customer support that we ourselves receive.
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