5 Examples of Customer Service Skills You Can't Ignore | Handing shopping bag

5 Examples of Customer Service Skills You Can’t Ignore

5 Examples of Customer Service Skills You Can't Ignore | Handing shopping bag

Any list of examples of customer service skills is bound to be incomplete. Customer service and customer experience management incorporate operational, technological, and interpersonal skills that are as diverse as they are numerous. However, identifying and developing core customer service skills — in hiring, in promotion, in restructuring — can be an incredible source of strategic advantage for a company.

Below are 5 essential examples of customer service skills that should apply to almost any organization. Read more

Secret Service Summit | Customer Service Conference

A Superb Customer Service Conference: The Secret Service Summit

I had the pleasure of attending the DiJulius Group’s Secret Service Summit last week. While many of my fellow bloggers were attending Blogworld in sunny Los Angeles, I decided to head a different direction entirely. After all, what’s better than November in Cleveland, Ohio?

It turns out that if you’re into customer service, not much.

The two day summit was filled with speakers who have lived the customer experience from different perspectives. Large company service experts such as Craig Russell of Starbucks and Michael Coburn of Nestle brought both B2C and B2B execution to the forefront, while speakers such as Dick Hoyt and David Wagner provided incredible inspiration.

Below is a a recap of the content from the conference. It will give you a sense of a customer service conference agenda, along with quick highlights and key takeaways to give you a sense of what you can expect if you want to attend next year’s Secret Service Summit.

Day 1: A Customer Service Conference with a Standing Ovation

Michale Caito, Restaurants on the RunMichael CaitoPresident & CEO, Restaurants on the Run, a multi-restaurant catering and delivery company that delivers over 150,000 meals per month. Mike told a great story about turning around Restaurants on the Run. His job matrix, which simplified the accountability and vital factors for customer care positions in the company was illuminating. Also, I was impressed to see that Mike was one of the few people tweeting during the Summit.

Key Takeaway: Using a report to track vital factors monthly.

 

 

Michael Coburn, NestleMichael CoburnDirector, Customer Service at Nestle USA. Coburn spoke a lot about the challenge of instituting a customer service mindset in a large company that is not forward facing to consumers. It was a fascinating look at a business whose products we all know but whose business we know little about.

Great Idea: Nestle actually has branded mirrors at each phone reps’ station so reps can see if they are smiling when they are talking on the phone.

 

 

Craig Russell, StarbucksCraig RussellSenior Vice President for U.S. Store Operations Services at Starbucks. Russell spoke a great deal about the transformation of Starbucks in 2008. Most fascinating was the breakdown of Starbucks’ work with John DiJulius to rewrite its mission statement and to create its customer service vision statement. The statement itself was takeaway enough.

Key Takeaway: “We create inspired moments in each customer’s day.”

 

 

Jack Mackey, Service Management Group Jack MackeyVice President at Service Management Group (SMG), where he helps companies guide and energize their people to deliver remarkable service. Some of you might have heard of Mackey before, as he is a popular speaker. And now I know why. He was a true pro — both funny and insightful. Mackey had so many great bite-sized takeaways that I will probably be quoting him in my Monthly Mashup for years to come.

Key Takeaway: “All business is personal. It goes where it’s invited and stays where it’s appreciated.”

 

Dick HoytDick Hoyt – Team Hoyt is an inspirational story of a father, Dick Hoyt, and his son, Rick, who compete together in marathons and triathlons across the country. There is really nothing I can say about Dick Hoyt, except that he is an incredible human being. The video below says more than I ever could about his story and message. If you do not take a good look at yourself after hearing his story, then you truly lack the capacity for introspection.

The team at the DiJulius Group wisely scheduled Mr. Hoyt as the last presenter of Day 1, and he was granted an extremely powerful standing ovation. A note to professional speakers everywhere: Make sure you never follow Dick Hoyt on stage. Unless your name is Bill Clinton or Tony Robbins, you probably won’t be able to pull it off.

Key Takeaway: We can all do better.

 

Day Two: The Heart of Secret Service

John DiJulius, Customer Service SpeakerJohn DiJuliusBest-selling author, consultant, keynote speaker, and President of The DiJulius Group. John, of course, spoke numerous times throughout the conference. On Day 2, he led a workshop drilling down into some of his core teachings, such as having a service vision and focusing on service aptitude when hiring.

Key Takeaway: Create non-negotiable standards for your team using an Always and Never list.

 

Panel Discussion: An interesting panel discussion covering a wide range of topics. Panelists included:

  • Rick Sonkin: Managing Partner of Sonkin and Koberna Co., LPA
  • Melissa Gottlieb: Vice President of Sales, Smart Business Network
  • Ron Higgins: President, Cogneato
  • Darlene Campagna: President, Direct Opinions
  • Ellen Jo Plass: Executive VP, TLC Laser Eye Centers
  • Dr. Dawn Hoslted: SR VP, TLC Laser Eye Centers

Key Takeaway: Email is not for communication; it’s for documentation. (We should all remember this one.)

 

Mark Moraitakis, Chick-Fil-AMark MoraitakisDirector of Service Innovations, Chick-fil-A. There is nothing quite like the retail environment, and it was truly illuminating to see the outlook on service Moraitakis and his team have instilled in the Chick-Fil-A organization. He also shared the company’s customer service training video, which readers of this blog are familiar with.

Key Takeaway: When your product is no longer unique, it is your service that will distinguish you.

 

Matt Stewart, National Services GroupMatt StewartCo CEO of National Services Group which operates College Works Painting and Empire Community Construction. Stewart told an interesting story about how a severely disgruntled customer waged a war against their company and brand and how they turned things around to make sure that never happens again.

Key Takeaway: Savor contrarian opinion and learn from it.

 

David Wagner, Life as a DaymakerDavid Wagner  – David Wagner is the best-selling author of Life as a Daymaker: How to Change the World by Simply Making Someone’s Day. Wagner’s message was more inspirational than instructional, and his speech told the story of his becoming a “Daymaker” and remaining one even as he battled cancer.

Key Takeaway: Whose day will you make today?

 

Final Thoughts

In the end, the Secret Service Summit was about both usable content and inspirational messaging. I have attended many conferences in the past few years, and I can say that I have never left a conference so excited about the possibilities and so full of actionable ideas. Literally, the biggest challenge we have had is triaging the ideas to figure out what to begin with.

I hope this recap helps those who are interested in customer service and customer experience optimization understand the quality and value of the Secret Service Summit. It is two days that are well worth your time.

Kudos to John DiJulius, Denise Thompson and David Wagner (the other David Wagner) for putting on an incredible event!

If you have any specific questions about the summit, feel free to ask them in the comments below.

Customer Service Training Video Screenshot

Customer Service Training Video: Every Customer Has a Story

In April, I had the distinct pleasure of seeing John DiJulius, one of my favorite customer experience thought leaders, speak at the Multi-Unit Franchise conference. To begin, if you ever have the opportunity to see John DiJulius speak — do it! He has a great message, and his presentation is simply amazing.

During the presentation, DiJulius showed an incredible video that perfectly summed up one of the key messages I have always used in customer service training:

You never know what is going on with your customer or what path they took to get to you.

The person standing in front of you has a story. They have joys and stresses, successes and disappointments, triumphs and tragedies. They want you to solve a problem, to make their life a little easier and a little more enjoyable.

Ever since seeing DiJulius speak, we had been hoping to find the video to use for training; however, we had been unsuccesful until last week when I stumbled across a post from Kyle Lacey which discussed the video. It should come as no surprise; the video is a training video at Chik-Fil-A. Check it out:

 

In his post on the video, Understanding The Personal Story of the Customer, Kyle takes away a great message that our customers do want us to know about them — they want to be heard. This type of customer intelligence can be crucial in helping to shape a customer experience that resonates with each individual customer. But as laudable a goal as customer intelligence is, it is not an overnight process. (See John DiJulius’ excellent book, Secret Service, for an in-depth look at this concept.)

I would like to focus on another message in the video — one that can be utilized for immediate results.

Empathy

When an upset customer stands before you, it is rarely personal. They came to you to make their life easier, and for some reason, they feel you made it worse. Helping team members understand that they do not know what is going with the customer — how rushed, or stressed or sick they might be — and that they should approach each interaction with that fact in mind is a crucial message to instill throughout any organization.

It might be tautological to say so, but service is about serving. Customer experience reps should seek first to understand, and then to embrace the idea that even when they can’t understand, they can still be understanding.

After all, we all have a story.

What were your reactions to the video? Were you ever the customer that needed to be understood, who got upset out of proportion to the offense because of what was going on elsewhere?