I interviewed Becky Rhone-Nowlan about Customer Service
dynamics.
The following is Part 2 of the interview:
MagicBecky Messmer: May I take it from an on-line
perspective?
Mooie Infinity: Yes indeed.
MagicBecky Messmer: I talk about this in my book, "Secrets
of the Second Fortune." When you begin the process of
creating your on-line business you look for a problem to
solve right?
Mooie Infinity: Right.
MagicBecky Messmer: So you start researching and getting
into your prospects head, thinking how they think, figuring
out how they feel. Your next step is to create your product
and start communicating with them.
So you expend all this energy and time making a connection
with them. Are you not at this point working on *serving*
your customers needs?
Mooie Infinity: Yes.
MagicBecky Messmer: At this point you are doing customer
service. That's the very interesting distinction that
people don't seem to get.
Mooie Infinity: Customer Service is a genuine attention to
the needs of the customer.
Mooie Infinity: Customer Service is a genuine attention to
the needs of the customer.
MagicBecky Messmer: Problem resolution on the other hand-
is solving (or resolving) a very specific problem they are
having.
MagicBecky Messmer: Yes, Mooie! I love that statement,
Genuine attention to the needs of your customer.
Mooie Infinity: Yes you can use that somehow--it has a
certain ring to it.
MagicBecky Messmer: Sounds like the title to an article.
Mooie Infinity: I want to address the lack of communication
skills.
MagicBecky Messmer: So, back to what I was saying.
Mooie Infinity: People need to altruistically learn how to
communicate.
MagicBecky Messmer: After someone plunks down there money,
most people on-line want to automate the rest of it. So
they are basically automating their customers right out of
their business which does one thing. It alienates the
customer which ruins all the time and energy the business
owner has spent in connecting with them in the first place.
Mooie Infinity: Yes.
MagicBecky Messmer: I agree about the communication.
Mooie Infinity: Communication is key, and largely
overlooked.
MagicBecky Messmer: Yes it is but then that goes back to
the whole taking responsibility issue.
Have you listened to how we as adults communicate with each
other and our children?
Mooie Infinity: Yes, we all can fall prey to negative
communication.
Also--people tend to allow their emotional hot buttons to
be pushed as opposed to learning the art of detachment in
talking to others.
MagicBecky Messmer: Glad you brought that up Mooie. This is
one of my favorite parts of service.
Mooie Infinity: As I said in Ho'oponopono and Stellar CS (a
bonus to your forthcoming electronic book). Love is all you
need.
MagicBecky Messmer: We are emotional creatures. We have 2
sides of our brain, the emotional side and the thinking
side.
Mooie Infinity: Yes--creative and rational, spiritual and
practical.
MagicBecky Messmer: When you are upset, the emotional side
takes over. That is why its so important for someone doing
problem resolution (or CS) to learn how to let a customer
rant while supporting them in their right to be upset.
Once they get done ranting their brain equalizes itself out
and they can then *hear* what I or any CS person has to say.
When a customer is really angry, you could say, I am going
to give you a million dollars and they wouldn't hear you.
Mooie Infinity: Are CS people trained in communication?
MagicBecky Messmer: Whether they are trained in
communication, depends on the company.
Where I worked we took CS classes all the time- including
one called Communication 101.
Mooie Infinity: You could write an ebook about that very
problem: Lack of communication skills and the solution for
CS workers.
MagicBecky Messmer: I did want to speak on one more issue
if that's ok.
Mooie Infinity: oh please, do.
MagicBecky Messmer: The idea that customer service is not
a revenue producing activity.
Mooie Infinity: Ah, yes.
MagicBecky Messmer: Many believe that because it doesn't
immediately put a check in your bank account that it
doesn't make you money and therefore not such an important
part of business.
Mooie Infinity: How wrong "they" are.
Everyone in an organization needs to be CS minded
MagicBecky Messmer: My thoughts on the matter are if you
don't take care of your customer they won't stick around.
Mooie Infinity: Every one must be a CS person in any
organization.
MagicBecky Messmer: Everyone in an organization should be
treated like a customer, whether they are internal customer
or an external customer.
Mooie Infinity: Now there's a good point! As an employee, I
recently wrote to the Vice President of my hospital about a
very serious problem--and got absolutely no response.
A few weeks later I sent the letter back, saying I expected
the nursing staff to be empowered and not blown off.
MagicBecky Messmer: Are you not HIS customer?
Mooie Infinity: I am. And that's why I sent it back, and
got an answer then.
MagicBecky Messmer: But see that's another reason why CS
is not done correctly in many cases. Everything trickles
down from the top. If the people at the top don't value
service, then who is teaching the employees?
Mooie Infinity: Good point.
MagicBecky Messmer: It all works together. If a marketer
on-line doesn't think customer service is important, how
well do you think his or her staff is going to take care of
the customer?
Mooie Infinity: I believe whole organizations could learn
from this, from several hundred or more to the lone
marketer, like us.
MagicBecky Messmer: I agree, because it is such an
integral part of business.
Mooie Infinity: Respect, cooperation, compassion, kindness,
humanity.
MagicBecky Messmer: Whether it be a huge corporation or a
small online business, the one thing everyone seems to
forget is the reason we are *in* business is for the
customer. Is that not who we create products and services
for?
Mooie Infinity: Yes.
MagicBecky Messmer: So let's not forget them in the
equation.
Mooie Infinity: Building relationships and trust, loyalty--
Fans!!!
MagicBecky Messmer: Trust me they will remember it and
thank you for it by spending with you again and again. As I
like to say, A customer will never remember what you do for
them but They will ALWAYS remember how you made them feel.
Mooie Infinity: True. That's what I always remember, as a
customer.
MagicBecky Messmer: Me too!
Mooie Infinity: Thank you Becky! This has been enlightening.
MagicBecky Messmer: And of course that goes right back to
your idea about love your customers.
Mooie Infinity: Love is all you need. MagicBecky Messmer:
My pleasure Mooie. You got me to talk a lot.
Shhh-- It's a secret.
It's the Secret of the Second Fortune!
Mooie Infinity: Yes it is.
MagicBecky Messmer: Definitely. How to tap into your
customer's heart.
Mooie Infinity: Our conversation today will help people see
the mportance of nurturing Customer Service in their
businesses.
Thank you for coming!!
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Kate Loving Shenk is a writer, healer, musician and the
creator of the e-book called "Transform Your Nursing Career
and Discover Your Calling and Destiny." Click here to find
out how to order the e-book:
http://www.nursingcareertransformation.com Check Out Kate's
Blog: http://www.nursehealers.typepad.com
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