http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/?utm_source=rss&utm_medium=rss&utm_campaign=living-your-brand-includes-telephone-calls-too Opinions. Commentary. News. Sun, 12 Feb 2012 02:23:11 +0000 http://wordpress.org/?v=2.9.1 hourly 1 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42909 Elaine Fogel Mon, 19 Oct 2009 17:04:19 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42909 Thanks, cheap jordan shoes! Thanks, cheap jordan shoes!

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42908 cheap jordan shoes Mon, 19 Oct 2009 07:48:02 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42908 Your article is very interesting, I have introduced a lot of friends look at this article, the content of the articles there will be a lot of attractive people to appreciate, I have to thank you such an article. Your article is very interesting, I have introduced a lot of friends look at this article, the content of the articles there will be a lot of attractive people to appreciate, I have to thank you such an article.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42907 Elaine Fogel Sat, 17 Oct 2009 22:10:33 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42907 Jack, thanks for your comments. I am not suggesting that businesses refrain from doing business on my holy days. However, I admit to being sensitive to a lack of respect shown by some organizations who plan "public" activities on those two days. Examples: association meetings, public forums, special launches, etc. Costco held its grand opening in my neighborhood on Rosh Hashanah. That wasn't cool, in my opinion, especially since I am an executive member and would have liked to participate. The reason I contacted the call center was because of this first matter, but when I experienced such poor customer service, the situation was exacerbated. So, I am able to segregate the two. Nothing will likely change about recognizing minority religions, but something can surely be done to improve telephone customer service. Thanks, Customer Experience Partners for your input. Right or wrong, sensitive or not, I agree that we are evaluating these organizations every time we have contact with them. One update. I received an official response letter from the second organization and it was so well written that I will use it as an example (during my workshops) of a great customer service response. Jack, thanks for your comments. I am not suggesting that businesses refrain from doing business on my holy days. However, I admit to being sensitive to a lack of respect shown by some organizations who plan “public” activities on those two days. Examples: association meetings, public forums, special launches, etc. Costco held its grand opening in my neighborhood on Rosh Hashanah. That wasn’t cool, in my opinion, especially since I am an executive member and would have liked to participate.
The reason I contacted the call center was because of this first matter, but when I experienced such poor customer service, the situation was exacerbated. So, I am able to segregate the two. Nothing will likely change about recognizing minority religions, but something can surely be done to improve telephone customer service.
Thanks, Customer Experience Partners for your input. Right or wrong, sensitive or not, I agree that we are evaluating these organizations every time we have contact with them.
One update. I received an official response letter from the second organization and it was so well written that I will use it as an example (during my workshops) of a great customer service response.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42906 Elaine Fogel Sat, 17 Oct 2009 22:08:08 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42906 Jack, thanks for your comments. I am not suggesting that businesses refrain from doing business on my holy days. However, I admit to being sensitive to a lack of respect shown by some organizations who plan "public" activities on those two days. Examples: association meetings, public forums, special launches, etc. Costco held its grand opening in my neighborhood on Rosh Hashanah. That wasn't cool, in my opinion, especially since I am an executive member and would have liked to participate. The reason I contacted the call center was because of this first matter, but when I experienced such poor customer service, the situation was exacerbated. So, I am able to segregate the two. Nothing will likely change about recognizing minority religions, but something can surely be done to improve telephone customer service. One update. I received an official response letter from the second organization and it was so well written that I will use it as an example (during my workshops) of a great customer service response. Jack, thanks for your comments. I am not suggesting that businesses refrain from doing business on my holy days. However, I admit to being sensitive to a lack of respect shown by some organizations who plan “public” activities on those two days. Examples: association meetings, public forums, special launches, etc. Costco held its grand opening in my neighborhood on Rosh Hashanah. That wasn’t cool, in my opinion, especially since I am an executive member and would have liked to participate.
The reason I contacted the call center was because of this first matter, but when I experienced such poor customer service, the situation was exacerbated. So, I am able to segregate the two. Nothing will likely change about recognizing minority religions, but something can surely be done to improve telephone customer service.
One update. I received an official response letter from the second organization and it was so well written that I will use it as an example (during my workshops) of a great customer service response.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42905 Customer Experience Partners Fri, 16 Oct 2009 21:01:19 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42905 Insensitivity to religious holy days and time of day are clearly part of the problem. Failure to recognize that at every single point of contact customers are gathering "data" about how the corporation or non-profit treats them is another. We hear a lot about how handling of inbound contacts is critical, but so is the attitude we hear expressed on outbound calls. As consumer we really use just about everything that we see, hear, touch, taste or smell that's related to a given brand to make our future buying or charitable contribution decisions. Organizations that put the various contacts in different internal silos fail to realize that it's all part of the same brand experience. Insensitivity to religious holy days and time of day are clearly part of the problem. Failure to recognize that at every single point of contact customers are gathering “data” about how the corporation or non-profit treats them is another. We hear a lot about how handling of inbound contacts is critical, but so is the attitude we hear expressed on outbound calls. As consumer we really use just about everything that we see, hear, touch, taste or smell that’s related to a given brand to make our future buying or charitable contribution decisions. Organizations that put the various contacts in different internal silos fail to realize that it’s all part of the same brand experience.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42904 Jack Swenson Fri, 16 Oct 2009 16:57:36 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42904 I agree with your assessment of the telephone and its role in branding, but I find it curious your take on how business should do business on the holidays of, your words, "minority religions." How are these 2-3 religions to be chosen? Is this really about poor customer service or more of a stance on how unaware non-Jewish Americans are of Jewish Holidays? Your comparison to Christmas is emotional not rational. The difference? Christmas in the United States is a national holiday. Banks and government are closed. Are these businesses to know your race and religion? Guess? Ask you? Why not just turn your phone off those days? Are you suggesting that businesses cease from doing business on these minority religion holidays? As to the post that "if these people had the smarts to be doing something else, they wouldn't be in that job," how demeaning and insulting is that? It reminds me of the English teachers in school who think the brilliant scientist in their class is stupid because he can't spell. You don't know. Maybe that person working in the phone room is a poet. A brilliant musician. A physics student. A mother of four. An athlete. Elaine, I like the idea on branding and agree that phone rooms don't often provide the best experience, but it sounds like you have a bigger axe to grind than with a phone room customer service rep and the inability of her management to train her better. I agree with your assessment of the telephone and its role in branding, but I find it curious your take on how business should do business on the holidays of, your words, “minority religions.” How are these 2-3 religions to be chosen? Is this really about poor customer service or more of a stance on how unaware non-Jewish Americans are of Jewish Holidays? Your comparison to Christmas is emotional not rational. The difference? Christmas in the United States is a national holiday. Banks and government are closed. Are these businesses to know your race and religion? Guess? Ask you? Why not just turn your phone off those days? Are you suggesting that businesses cease from doing business on these minority religion holidays? As to the post that “if these people had the smarts to be doing something else, they wouldn’t be in that job,” how demeaning and insulting is that? It reminds me of the English teachers in school who think the brilliant scientist in their class is stupid because he can’t spell. You don’t know. Maybe that person working in the phone room is a poet. A brilliant musician. A physics student. A mother of four. An athlete. Elaine, I like the idea on branding and agree that phone rooms don’t often provide the best experience, but it sounds like you have a bigger axe to grind than with a phone room customer service rep and the inability of her management to train her better.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42903 Elaine Fogel Mon, 12 Oct 2009 17:14:35 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42903 Thanks, Philip. Your point is well taken. It is mind boggling to say the least. Barbara, amen to that! Can't wait. :) I agree, Rahel. It can damage brand irreparably. Makes you wonder why it continues. :( Thanks, Philip. Your point is well taken. It is mind boggling to say the least.
Barbara, amen to that! Can’t wait.
I agree, Rahel. It can damage brand irreparably. Makes you wonder why it continues.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42902 Rahel Bailie Mon, 12 Oct 2009 15:43:26 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42902 There's an Association of Support Professionals who ponder over all these questions and more, for those who are interested (asponline.com). I have had similar experiences - a storage container delivery on Yom Kippur, with 24 hours to empty is - and got a similar reaction from staff. My ex used to say: remember that if they had the smarts to be doing something else, they wouldn't be in that job - a reminder to be gentle and patient. Their management? Well, that's another story. I often ask for a manager to get put on the "remove from auto-dial" list when anything comes up that the front line staff don't have authority to tackle. It's a conundrum, though, I agree. It damages brand, sometimes irreparably. There’s an Association of Support Professionals who ponder over all these questions and more, for those who are interested (asponline.com).
I have had similar experiences – a storage container delivery on Yom Kippur, with 24 hours to empty is – and got a similar reaction from staff. My ex used to say: remember that if they had the smarts to be doing something else, they wouldn’t be in that job – a reminder to be gentle and patient. Their management? Well, that’s another story. I often ask for a manager to get put on the “remove from auto-dial” list when anything comes up that the front line staff don’t have authority to tackle. It’s a conundrum, though, I agree. It damages brand, sometimes irreparably.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42901 Barbara Phillips Long Sun, 11 Oct 2009 03:45:01 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42901 As long as decision-makers in companies look down on call center staff members as untrained, unskilled help and pay them accordingly to keep irritants at bay, telephone experiences will be bad. As soon as business decision-makers understand skilled call center staff can provide valuable business intelligence and customer retention services and pays those workers accordingly, then telephone experiences will improve. But it requires shifting financial resources from the executive salary and benefits pool to a group of employees who are currently poorly paid and managed. It also requires a 180 degree change in management attitude toward customer service call centers. We'll know there's a major change in customer service ahead when the stock markets shove stock prices up each time companies announce they're shifting resources to redesigned, re-envisioned call centers with direct pipelines to company marketing, strategy, and product development gurus in the executive offices. As long as decision-makers in companies look down on call center staff members as untrained, unskilled help and pay them accordingly to keep irritants at bay, telephone experiences will be bad.
As soon as business decision-makers understand skilled call center staff can provide valuable business intelligence and customer retention services and pays those workers accordingly, then telephone experiences will improve. But it requires shifting financial resources from the executive salary and benefits pool to a group of employees who are currently poorly paid and managed. It also requires a 180 degree change in management attitude toward customer service call centers.
We’ll know there’s a major change in customer service ahead when the stock markets shove stock prices up each time companies announce they’re shifting resources to redesigned, re-envisioned call centers with direct pipelines to company marketing, strategy, and product development gurus in the executive offices.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42900 Philip McLean Fri, 09 Oct 2009 20:17:41 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42900 Elaine, we've all complained about the same thing over and over. The same company that will spend $3 million on a Super Bowl ad will drive customers away by hiring the cheapest possible customer service they can find ... in all possible senses of the word "cheap". I guess it's too much work to do it right. Elaine, we’ve all complained about the same thing over and over. The same company that will spend $3 million on a Super Bowl ad will drive customers away by hiring the cheapest possible customer service they can find … in all possible senses of the word “cheap”. I guess it’s too much work to do it right.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42899 Elaine Fogel Fri, 09 Oct 2009 16:57:24 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42899 Jon, your story doesn't surprise me. Unfortunately. Hard-selling salespeople turn off a lot of people. Did this guy even ask you one question as part of his pitch? Tessa, you're right. There's often a disconnect between marketing and customer service. In fact, there are silos all over the place in many businesses. Does the word, "holistic" mean anything????? :) Jon, your story doesn’t surprise me. Unfortunately. Hard-selling salespeople turn off a lot of people. Did this guy even ask you one question as part of his pitch?
Tessa, you’re right. There’s often a disconnect between marketing and customer service. In fact, there are silos all over the place in many businesses. Does the word, “holistic” mean anything?????

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42898 Tessa Carroll Fri, 09 Oct 2009 13:26:39 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42898 I completely agree with Kevin. Most businesses still don't quite deem it necessary to have an open line of communication between marketing and customer service. Many businesses haven't realized that the way customers are treated via the phone or email affects their brand's image just as much as face to face interaction with customer service reps. It's a shame. And it could be the downfall of many businesses/organizations. Tessa Carroll VBP OutSourcing www.blogs.vbpoutsourcing.com I completely agree with Kevin. Most businesses still don’t quite deem it necessary to have an open line of communication between marketing and customer service. Many businesses haven’t realized that the way customers are treated via the phone or email affects their brand’s image just as much as face to face interaction with customer service reps.
It’s a shame. And it could be the downfall of many businesses/organizations.
Tessa Carroll
VBP OutSourcing
http://www.blogs.vbpoutsourcing.com

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42897 Jon Fri, 09 Oct 2009 08:29:37 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42897 Elaine I had a terrible experience a month ago when looking at suits I still can't believe big companies that claim they have great customer service employ staff like you described or why they don't provide better training. Here is my story, I was in a clothing store looking at suits one sales assistant came to assist me I tried on a jacket but told him I was only browsing, I must mention I told him this twice. Then after I had tried on a jacket he took me across to look at trousers and for a third time I said I was only looking he picked a pair of trousers he thought would fit me then asked if I wanted to try them on and I said again for the fourth time no I'm only looking. He then tutted at me sighed and walked off to pester a customer next to me...all I can say is I haven't been back in the shop since and I instantly posted an update to my Twitter and Facebook accounts and I have received no response via Twitter. In these times if you are to have bad sales assistants/customer service reps at least have a social media presence to monitor the backlash. Elaine I had a terrible experience a month ago when looking at suits I still can’t believe big companies that claim they have great customer service employ staff like you described or why they don’t provide better training.
Here is my story, I was in a clothing store looking at suits one sales assistant came to assist me I tried on a jacket but told him I was only browsing, I must mention I told him this twice. Then after I had tried on a jacket he took me across to look at trousers and for a third time I said I was only looking he picked a pair of trousers he thought would fit me then asked if I wanted to try them on and I said again for the fourth time no I’m only looking. He then tutted at me sighed and walked off to pester a customer next to me…all I can say is I haven’t been back in the shop since and I instantly posted an update to my Twitter and Facebook accounts and I have received no response via Twitter.
In these times if you are to have bad sales assistants/customer service reps at least have a social media presence to monitor the backlash.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42896 Elaine Fogel Fri, 09 Oct 2009 03:42:32 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42896 Thanks, SGA. I wonder why telephone service is often at the bottom of the heap. Any ideas? Thanks, SGA. I wonder why telephone service is often at the bottom of the heap. Any ideas?

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42895 Strategic Growth Advisors Fri, 09 Oct 2009 03:05:19 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42895 Thanks, Elaine. This is a wonderful resource for all entrepreneurs who are thinking (or already using) of telephone representatives to boost their business's prominence. Thanks, Elaine. This is a wonderful resource for all entrepreneurs who are thinking (or already using) of telephone representatives to boost their business’s prominence.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42894 Strategic Growth Advisors Fri, 09 Oct 2009 03:05:06 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42894 Thanks, Elaine. This is a wonderful resource for all entrepreneurs who are thinking (or already using) telephone representatives to boost their business's prominence. Thanks, Elaine. This is a wonderful resource for all entrepreneurs who are thinking (or already using) telephone representatives to boost their business’s prominence.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42893 Elaine Fogel Thu, 08 Oct 2009 18:42:04 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42893 Thanks, Haile. There are many excellent customer service training books around. A good one for small businesses is Customer Satisfaction is Worthless; Customer Loyalty is Priceless by Jeffrey Gitomer. Have you considered collaborating with a few local businesses to share the cost of staff customer training? Check your local Chamber of Commerce, too. Maybe it can organize something in your city. (FYI, I do this for groups.) Kevin, I should have known better! :) Paul, in the first scenario, the rep works for a different division of the same organization. I received a reply to my letter to them and they said they would bring it to the attention of the leader of that division. It wasn't a volunteer, but, in reality, even if it were, volunteer training is also crucial in living the brand. It is possible that the second organization was using an outsourced call center. I tried to find a way to advise them of my experience, but the only way one can contact them is by snail mail. No options on the Web site. That's another pet peeve of mine. Thanks for taking the time to comment, Paul. Always love what you have to say. Thanks, Haile. There are many excellent customer service training books around. A good one for small businesses is Customer Satisfaction is Worthless; Customer Loyalty is Priceless by Jeffrey Gitomer. Have you considered collaborating with a few local businesses to share the cost of staff customer training? Check your local Chamber of Commerce, too. Maybe it can organize something in your city. (FYI, I do this for groups.)
Kevin, I should have known better!
Paul, in the first scenario, the rep works for a different division of the same organization. I received a reply to my letter to them and they said they would bring it to the attention of the leader of that division. It wasn’t a volunteer, but, in reality, even if it were, volunteer training is also crucial in living the brand.
It is possible that the second organization was using an outsourced call center. I tried to find a way to advise them of my experience, but the only way one can contact them is by snail mail. No options on the Web site. That’s another pet peeve of mine. Thanks for taking the time to comment, Paul. Always love what you have to say.

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42892 Paul Barsch Thu, 08 Oct 2009 17:06:07 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42892 Elaine, a few thoughts. I suspect the person on the end of the line for the non-profit was a volunteer, and the tele- research firm was outsourced. There is little personal financial incentive in either case to provide excellent customer service. Lining up incentives to service sometimes fixes these things- but human beings can just be so darn unpredictable. Bring on the robots! :) Elaine, a few thoughts. I suspect the person on the end of the line for the non-profit was a volunteer, and the tele- research firm was outsourced. There is little personal financial incentive in either case to provide excellent customer service. Lining up incentives to service sometimes fixes these things- but human beings can just be so darn unpredictable. Bring on the robots!

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42891 Kevin Horne Thu, 08 Oct 2009 16:51:14 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42891 "So why would organizations risk so much by placing poorly-trained staff so close to their consumers?" Because it's easier (or someone deemed it more important ?) to get a new logo, tagline, or hire an intern to go on Twitter, than it is to have marketing and customer service get together and work out the real details of customer/brand experience. C'mon Elaine, give us a harder question next time! ;)))) “So why would organizations risk so much by placing poorly-trained staff so close to their consumers?”
Because it’s easier (or someone deemed it more important ?) to get a new logo, tagline, or hire an intern to go on Twitter, than it is to have marketing and customer service get together and work out the real details of customer/brand experience.
C’mon Elaine, give us a harder question next time! )))

]]> http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/comment-page-1/#comment-42890 Haile Thu, 08 Oct 2009 14:30:30 +0000 http://www.mpdailyfix.com/living-your-brand-includes-telephone-calls-too/#comment-42890 As a small business owner, it is so hard to know how to train employees in good phone customer service. I can't listen to every call, I ask them to be friendly and speak to customers the way they would like to be spoken to. But I still end up with unhappy customers - that don't have to be unhappy. I can't hire a consultant, or pay to fly someone to a seminar. Do you (or anyone?) have any resources for really small business to share? As a small business owner, it is so hard to know how to train employees in good phone customer service.
I can’t listen to every call, I ask them to be friendly and speak to customers the way they would like to be spoken to. But I still end up with unhappy customers – that don’t have to be unhappy.
I can’t hire a consultant, or pay to fly someone to a seminar. Do you (or anyone?) have any resources for really small business to share?

]]>