Monthly Archives: April 2022

Last Updated on April 15, 2022 by Yasmin Estupinian

Behavior is a way of learning to do something: this could be used productively or in the inefficiently way. We will focus on the bad behaviors that are harming your business and ways to fix them to succeed.

There are diverse types of companies. So we cannot measure them with the same yardstick, however, bad behaviors could be produced by any type of business. 

Bad behaviors must be identified with the impact it causes on the business reputation and financial gains – not only right away, but in the long run a well. This will give a ballpark idea if this is a real bad behavior, or just a random bad case. 

Lack of organization

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This implies having clear objectives, having the right people in each role to be able to perform what they need to perform, and respecting hierarchical ranks.

By having an organization well-structured thing will flow and bosses will just make sure the objectives are reached. When objectives aren’t reached it is imperative to have contingency plans.

How can we guarantee we really have business processes organized?  Ask yourself the following, so that you will answer your queries:

Micromanaging

A business could have an organization, but sometimes leaders are always making micromanaging. When this happens, people adopt a type of codependency which harms business because employee must have the capability to deal with issues or customers by their own, but if this always implies a boss’s approval, the customers will perceive that the employee could not resolve their issue in a timely manner. People are looking for solutions, not looking for more issues to handle. 

Lack of work-life balance

Nowadays, people are suffering too much anxiety, depression, and some other illness for stress. Businesses that are not motivating their employees to have a work-life balance, for sure will have long term problems because people won’t perform. What businesses could do to avoid this is to make employees work in their shift time only, and employees must accomplish their task during the shift time as well. 

Do not deal with people with a bad attitude

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Companies can teach whatever they want and people will be able to learn and understand but companies NEVER could be able to teach how to have a good attitude and how to deal with employees’ bad attitudes. Of course, leaders in some moments of their life will have to deal with those types of employees, however, this does not mean that a leader or whoever must deal with such a situation.  

Once we perceive the employee is demonstrating he has attitude issues, we have to take some time to talk about the issue and how this is affecting the business environment and ask what is causing it. They need both to find a solution. Though sometimes it makes sense to let this employee go.  

A bad attitude never will have a reason to be, however, leaders often do not know what is happening below their eyes, that is why it is good to investigate before deciding to fire someone. There are a few other important things to consider: 

• Set policies with zero tolerance (which applies to anybody in the company).
• Do not hire for friendship or familiarity (unless there is a family company).
• Provide a training period (during this time the company will address some aspects such as company policies, product knowledge, etc). 
• Show with your example (respect time shift, lunch, and break hours, be respectful with everyone no matter the position).
  

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Last Updated on April 11, 2022 by Yasmin Estupinian

Great and fair attitude is most people need to succeed in life. EQ is becoming more popular than IQ today: this is because customers have shown they really care about the treatment they receive from businesses they interact with or vendors.

First, we must have clarity that outstanding customer experience means that we must treat everyone as if they are our loyal customers. It is not necessary to have a company with customers to practice outstanding customer experience, since this is every case in which we provide outstanding support to either, our vendors, providers, customers or employers. We will be able to carry out the mouth-to-mouth strategy: so they speak well of us, however not everything stays in speaking well but must work hard to give the extra mile in each case we face.

Second, we need to always practice Emotional Quotient (EQ) in which no matter how frustrated or how rude the other person is, we need to focus on giving solutions instead of making the situation worse.

Third, give a real solution, or a real period to do a follow-up. We do not have to play with the experience this customer could face: we must take ownership of the issue even if we are not the ones who can resolve it. At least we will be the one that is going to be the bridge between the case and the good solution.

To deliver outstanding customer experience we must take into consideration that we do not have to take it personally, and we must understand that there are things we can control and there are things we can’t.

Tips that will guide us on how to deliver this outstanding customer experience to our customers.

• Be kind, friendly, and respectful

These three characteristics go hand in hand, that’s why sometimes we can confuse the difference between them. If we are kind, it does not mean that we should always do what customers want since we must stick to the rules or terms and conditions of the company. Being polite is to demonstrate that we are generous, helpful, and we think about other people’s feelings.

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E.g., John, thank you for bringing this point to our attention. We always appreciate our customers’ feedback, and I can assure you I will handle this situation to find an acceptable solution for both parties.

Also, being friendly is a key to demonstrating that we are open to discussing the topic in question. This implies speaking the same language the customer speaks.

E.g., in a tech company, we are not always getting tickets/calls/chats from tech customers. In many cases, there are managers, salespersons, marketers, etc. in which they do not fully understand the tech language. So, we can explain in words they can get it easy and understand better. They will always appreciate you putting on their shoes.

For example,

In addition, respect, maintain an appropriate tone of voice, show the customer that you are not affected by their annoyance in case they are upset. On the contrary, show your respect for their situation with an appropriate tone of voice and appropriate phrases

For example, ‘I see what you mean’, ‘I completely understand your point of view’, etc.

• Do not take it personally: wear the company shirt

Customers normally contact the first point of contact they have available, either phone, chat, or email, so this means they’re not looking for a specific person directly, but instead looking for someone that can handle their situation, so, in those cases we must wear the shirt from our company and take ownership no matter what happened. Keep in mind that a customer’s experience is always the customer’s perception and feelings about our company.

For example,

Avoid: ‘I am not from that department’, ‘I cannot assist you’ (this is really a terrible answer we can use).

We can transform this into:

‘I will be happy to ask one of my coworkers to help you with this matter’, ‘I will forward your call right now and he/she will give you the assistance you opt for’, etc.

Remember, it’s not what we say, but it’s how we say it!

• Know your product/company

To know the product/company means also understanding how everything works, so we can stick to what is possible to do and what is not. This will help us to create the right expectations for our customers.

Do your homework, before having contact with your customer, investigate the products you will be handling. This will make you an expert and even if you do not know something you will be able to demonstrate who you are.

For example, in the case we do not have the answer to our customer queries, we can say: “The best team to answer this question will be technical team/billing department. Allow me to talk to them right now and assist you further.”

• Know your customer

As time goes by, you get to know your customers more and more in order to treat them as they wish. Some tend to complain, and some others are more demanding: stick to all of them and try to show your personalized attention. There is a commonly known citation that says: “Customer is always right”. Though this is false. The customer is not always right, but we will handle the situation in which they do not feel vulnerable. Keep interaction positive by offering positive explanations or options.

For example, instead of saying ‘There is nothing we can do’ we better use ‘One thing we can try is…’. Positive options have the wizard skill of pacing others.

Deliver outstanding customer experience is to exceed customer expectations, always give the extra mile. Giving the extra mile will also create a feeling of happiness for our personal motivation to have done everything in our power.

Also, we will be able to understand that there are things we can manage and there are things we cannot manage. Once we have clarity of this, the situation will flow better with the problems we face.

Some of those examples of manageable or unmanageable are the following:

A path technique that always works is the following:

Listen carefully → Acknowledge feelings → Refocus on a solution → Follow up

This path technique will allow us to keep the situation under control and at the same time we will be able to deliver outstanding customer experience.

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