Tools for Professionalism in Customer Service
Interview with Steve Coscia discussing professionalism in the HVAC and other service industries:
Today we have Steve Coscia, author of “HVAC Customer Service Handbook”, speaking with us. Steve’s book gives service professional the strategies and techniques required to deliver world-class customer service. Hello Steve.
Irene: What inspired you to write “HVAC Customer Service Handbook”?
Steve: After performing a few HVAC customer service speeches and writing several customer service articles for HVAC trade magazines I observed how little information there was for the front-line HVAC Rep so I wrote the book. Thus far the book has been very well received by the HVAC trade press.
Irene: Tell us about your personal experiences you have had that led you to share your knowledge with others.
Steve: I simply taught my HVAC clients to implement the same customer service strategies that I used successfully for twenty years. My background was in customer service management. Regardless of the industry, when the service infrastructure is stable then world-class service delivery is attainable. I selected HVAC because I kept attracting more HVAC contractors and distributors as clients.
Irene: Although this book is written primarily for the HVAC industry, I would assume it could apply to all industries. What other industries do you believe would benefit from using this book as a teaching tool?
Steve: Due to the trade anecdotes in the book, I believe that electricians, plumbers, general contractors, roofers, landscapers, etc. would benefit from the book. The anecdotes depict scenarios in which most customers are homeowners and the service provider is usually a tradesperson.
Irene: Why do you believe that customer service representatives, in this case in the HVAC industry, are stressed out?
Steve: Customer service reps in almost every industry are stressed out - it’s the nature of the work. HVAC reps handle volatile situations such as when a customer’s heating system breaks down on a zero degree day at 1:00 in the morning. That situation is stressful for the HVAC rep and these events arise every day. Due to the volatile nature of these events, a stable problem solving infrastructure must prevail - if not the event will exacerbate.
Irene: Do you believe that problem solving must start at top management before it filters down to the service reps? If so, how is this possible?
Steve: Yes because management must lead by example. Management’s role is also to invest enough time and resources in building a stable information sharing infrastructure which is the best way to avert problems.
Irene: There are stereotype images of customer service representatives in many of the service industries, for example, plumbing and electrical. Why do you believe this occurs?
Steve: Some of this may be due to bias. I suppose that blue-collar workers may not always convey a very polished image - but when HVAC reps are needed to fix a broken pipe or to warm up a home then blue collar skills become vital and appreciated.
Irene: How do you believe the bias of the customer could change before they are needed?
Steve: New experiences change the way a person thinks. If a customer encounters numerous HVAC reps who behave with courtesy and professionalism then that customer’s beliefs will eventually change. It takes time - but it’s never too late to start.
Irene: Your book details tools for HVAC customer service representatives. Would you share with the readers several of the key changes that the representatives need to make as a whole.
Steve: The key change that I advise readers to make includes using a stable, problem solving system I entitle CONTAIN, QUALIFY and CORRECT. The book includes a sequential flowchart of how this process works. This approach includes the assumption that customers usually call because something is wrong, therefore containment is necessary so things do not get worse. The problem must then be qualified using active listening skills and then corrected using a stable in-house system.
Irene: You mentioned earlier that the blue-collar workers may not have a polished image. With that could come a bias on their part of not accepting your problem solving system because they don’t believe there is a problem. How do you propose they take your book seriously?
Steve: There’s always room for improvement. Any open minded person will easily perceive the value in my book after reading the first anecdote. I wrote the book, based on actual case studies so that readers will easily see themselves in the anecdotes.
Irene: Do you believe the masses are ready to accept the changes you propose in your book?
Steve: Yes. I have been sharing my methodology for years. It’s proven and it works.
Irene: Is there anything else you would like the readers to know about you or your book?
Steve: Based on the testimonials I have received thus far, HVAC contractors who have read my book are making more money, retaining more customers and experiencing less stress. Interested HVAC professionals should go to www.telestress.com and buy the book today. My book urges HVAC reps to be courageous and go beyond the status quo and differentiate themselves for the competition.
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Irene Watson is the managing editor of Reader Views, a book review service. http://www.readerviews.com |
Filed by admin on June 16th, 2008 under Customer Service | Comment now »
Heroic Customer Service Ensures Lifelong Loyalty
The key to good customer service is meeting your clients’ expectations the first time, every time. But if you want to move beyond good customer service, you have to exceed those expectations, maybe not always, but often enough for them to be impressed that you are committed to their needs as much or more than they are themselves. That kind of customer service is what makes them loyal.
You can’t be at our company very long without hearing some of the heroics our employees have done to ensure customer satisfaction; such things happen frequently. This kind of “extra-mile” service is characteristic of what superior companies do.
Carl Sewell’s book, Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer (New York: Doubleday, 1990), lays out ten principles he has hammered out to ensure his automobile dealerships maintain the outstanding customer service for which they are famous. Let’s focus on rule #4: “When the customer asks, the answer is always yes.” Sewell explains that his company encourages its employees to do anything possible for their customers:
We’re probably not going to paint your house or wash your windows. We sell automobiles. However, if the request relates to our business, we’re going to try to do it. Whenever possible we want to help our customers.
My company does the same thing, except we go a step farther as illustrated by the following story I received last week from a coworker in a big, midwestern city:
One of our clients was working later at our office. He mentioned to our salesperson it was the day of his wedding anniversary, and he had not had time to pick up a gift for his wife. He said he was sure to be in hot water because he was going home empty-handed and was also going to be late.Without the client knowing about it, the sales rep asked the receptionist to order long-stemmed, peach roses in a box. (He knew peach was her favorite color.) Since it was already late, between 8 and 8:30 P.M., finding a florist at that hour seemed like it might be a monumental task.
She called several mall florists, but didn’t have enough of a window to get a courier there before closing at 9 p.m. Then she remembered that there was a florist near downtown that closed at 9. Sure enough, the florist was near enough to our office that the receptionist was able to order the flowers and have our driver pick them up by closing time.
The client was ecstatic! He couldn’t believe that just by mentioning his predicament, it was instantly solved. He also was doubly pleased that she was able to find peach-colored roses, since it is an unusual color to have in stock.
What do you think will happen the next time this customer’s company is considering who to do business with? Such experiences make customers extremely loyal. Of course, this will only work if our “ordinary” customer service delivered with courtesy and professionalism, meets or exceeds their expectations.
Sewell says, “Our job is to take care of the customer so well that he keeps coming back to us for the rest of his life.” His company’s policy is: “If it’s something that a friend would do for another friend, don’t charge. Don’t worry, you’ll more than make up the money in future business.”
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Steve Singleton has written and edited several books and numerous articles. He has been an editor, reporter, and public relations consultant. He has taught college-level Greek, Bible, and religious studies courses and has taught seminars in 11 states and the Caribbean. Go to his DeeperStudy.com for Bible study resources, no matter what your level of expertise. Explore “The Shallows,” plumb “The Depths,” or use the well-organized “Study Links” for original sources in English translation. Check out the DeeperStudy Bookstore for great e-books, free books, and great discounts. Subscribe to his free “DeeperStudy Newsletter” or “DeeperStudy Blog.” |
Filed by admin on June 15th, 2008 under Customer Service | Comment now »
Putting The Service Back In Customer Service
The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?
Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you’re not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?
Offering stand-out service on the Internet isn’t as hard as it is rare. Take these simple steps towards old-style service in the digital age:
Give Each Customer a Personal Response
Be Clear, But Sincere
Offer Live Customer Support
Make Sure Your Support Reps Have All the Answers
Give Each Customer a Personal Response
When a customer sits down to e-mail your company, it’s because he needs help. He chooses e-mail because it’s quick, but his request still warrants a satisfying and personal response!
Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.
Be Clear, But Sincere
When responding to customers’ e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, “Would this answer satisfy me if I were the customer?”
Take that extra moment to give your customer the help he deserves. It might mean the difference between a satisfied customer and a credit card chargeback!
Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live customer support is still necessary. The plethora of information available online can be overwhelming to customers, especially those new to the Internet!
Single your company out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. When your customer has reached the end of his Internet rope, and just needs help, your toll free number is the answer he’s looking for.
Make Sure Your Support Reps Have All The Answers
The presence of phone support will do no good if your staff doesn’t know your product! Customer support reps should be warm and friendly, and willing to help with any aspect of your product.
What a good feeling it is to talk to someone who feels confident in his product. It’s even better if he’s knowledgeable enough to solve your problem without transferring you all around the company!
Provide Stand-Out Service; Gain Lifelong Customers
Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!
