What's Your Customer's Personality?

Customers fall into four basic personality types. See if you recognize any of them:

The Hurried Customer can be direct, forceful, competitive and strong-willed because they want to hurry and get their issue solved. Because they are direct, they get frustrated when you give them more information than they asked for. You don't have to dig too deep with this type. They'll tell you what they want.

To handle this type, let them make their point. Let them know you're listening and they'll easily feel like a winner.

The Friendly Customer only wants to feel welcomed. They can be awfully chatty and may talk over you as you're trying to help them. So, to successfully manage the Friendly type, ask for their opinion. Nothing makes them feel more wanted than knowing you value what they think. Be brief with this type though, because being as talkative as they can be, time can get away as you're trying to help. They have a tendency to go off the subject. When this happens, simply guide them back to the current issue. But do so gently as the Friendly type does not like bluntness.

The Puzzled Customer is the one you'll have to dig deep with and question. They're usually a bit confused as to what their real problem is and haven't a clue as to what's needed to fix it. So they tend to throw out a lot of issues at once; all with detail and hopes that you'll be able to get to the bottom of their issue. You see, no matter how unsure they may be, they trust you to know what they need.

Work with this type by asking questions for clarification. Take notes if you have to. Remember, they'll be giving you a lot of detail whether you need it or not. And just to be on the safe side, when you think you've got the message, restate your understanding because you're working with a lot of stuff.

Last is the Demanding Customer; the one who pushes your patient quota. Notice I said 'demanding' and not difficult. They're the ones most likely to rant and rave. As long as they're not abusive, listen to them and let them vent. They'll eventually run out of steam. They'll challenge  your methods of resolution and will want to speak to someone (else) in authority. Don't argue with them; let them. Choose your attitude; don't get caught off guard, and DON'T TAKE IT PERSONAL. Understand that this customer's emotions probably come from frustration over the issue and not because of anything you've done. (See more on this HERE).

Any service provider can recognize a Hurried, Friendly, Puzzled, or Demanding customer. But it's the Blissful one who knows just how to communicate with them, interact with them, win with them; all through Customer Bliss.


~~~Tell Tammy~~~
I hope you enjoyed Customer Service Week this year.
Let us know what you've noticed, learned or just thought about during this year's campaign.

Until next time,
Stay Blissed

 

 

Show Genuine Concern to Customers

A customer walks into your place of business, asks for something and you give it to them.

Did you provide customer service?

Absolutely.

Did you provide exceptional service...or as we like to say...Customer BLISS?

Well, that's questionable.

How did your customer feel while being assisted? How did they feel about the way they were assisted? How did they feel about you or your workplace as a whole?

If you think that your customer has to verbalize the answers to these questions in order for you to know, you're wrong. So how could you possibly know? Through genuine concern. You must care enough to want to know.

With genuine concern for your customers, you tune into them. You take their issues personally and look for ways to 'Bliss' them. Then you look for clues that prove you were successful. The clue may come as a smile as they leave your office or through the tone of their 'thank you' just before they hang up the phone. It could be through a number of actions, and if you care, you'll recognize how they feel.

Genuine concern is about caring for more than just your job. It's caring about your service and the positive results that come about when you've done a great job. It makes customer service a part of you. It becomes a talent, not just a skill. You won't have to force yourself to treat your customers politely or respectfully because by caring, you've transformed them from 'just a part of your job' into real people with real concerns that you want to fix for them. You've transformed customer service into Customer BLISS.

Through genuine concern for your customers you'll make them:

• Feel important
• Believe in you and trust you
• Work with you to find solutions to their problems
• Generate positive perceptions about you, your service and your place of business

All in all, you'll make them become better customers. So do whatever it takes to show your customers they matter to you. Show them you're genuinely concerned.

 

Civility, Diversity, and Customer BLISS

 

 

Customer service involves the use of good manners and etiquette. Throw in civil behavior and regular customer service becomes Customer BLISS. Today's tip addresses civility and the role it plays in customer service. It includes areas in need of more cooperation, tolerance, and understanding. It's about communicating in areas of diversity. In other words, the human side of service and the basic behaviors that make everyone feel comfortable.

Regardless of what makes your customer (or anyone else) different from what you're accustomed to, (physically, racially, developmentally, etc.) always focus on your fundamental similarity; the fact that you're both people.

Be Helpful Without Condescension

If someone needs additional help in some way, offer to assist the same way you would offer to help someone with an armload of bags; without making a big deal of the situation. Answer questions and give explanations thoroughly, factually and without judging a person's understanding or capabilities. Never make another person feel stupid or inadequate because of a personal attribute.

Be Patient

If someone has a physical disability that reduces their mobility, patiently wait until they make themselves comfortable before you begin working with them. Never show signs of annoyance, irritation or impatience. Ask if they would like your assistance before you attempt to help in any way.

Be Considerate

An example of this would be when you are speaking with a customer who struggles with English because it is not their first language. Allow them to attempt communication in a way that is comfortable for them. If their message has been conveyed, but with a few grammatical errors included, don't correct just for the sake of correcting them. Let them know you understand their meaning. Speak at a moderate pace and, if necessary, ask them if they'd like you to slow down. Simple, uncomplicated words will help you convey your message. And please, speak in normal tones. A raised voice does not guarantee understanding. Instead, it could cause resentment. Raise your voice only if your customer requests it.

Note: Don't assume that a person's hearing challenge automatically means total hearing loss. There are levels and degrees of any challenge and you should let the person with the challenge inform you of the situation and their needs (e.g. asking you to speak slower, louder, or repeat a word, question or statement). Never assume that yelling is necessary.

Be Genuine

People know when you're being phony. Don't do or say something only because it's politically or socially correct. Genuinely care for others. When you take their issues personally, you will find all sorts of ways to create comfort for them (more on this in a later post).

Be that service provider who is always aware and makes others feel comfortable in any situation. With your helpful, patient, considerate and genuine approach, you will elevate every customer to the highest level...Customer BLISS. 


~~Tell Tammy~~
How's your Customer Service Week going so far?
How are you letting your customers know you appreciate them?
Please comment in the section below.

Refrain from Blame

Customer BLISS begins with the value you place on your customers, teammates, and colleagues. Show respect to everyone and everyone wins. When a problem arises due to neglience or a mistake on the part of a co-worker or other employee, don't point out blame. Instead:

• Attempt to rectify the problem through the necessary procedures.

• Then AFTER the customer leaves, inform the involved individuals of the situation as it happened and explain what was done.

By taking the situation in hand...or in other words, by accepting responsibility for the situation, you satisfy the customer and keep individuals and workplace reputations intact.

Never let co-workers look bad. It'll only make you all look bad. Value and take care of all your customers; internal and external.

"Courtesy and respect keep all customers Blissed"

 

Customer BLISS Begins with a Smile

Monday, October 7, 2013 begins Customer Service Week. Let's kick it off with a smile:

Something as simple as a smile carries a lot of power. You see, a smile is not just seen; it is also heard. Yes, even over the telephone. So, BEFORE you pick up the phone, smile...and keep that smile as you greet your customer on the other end. They will hear it.

But what happens if you don't?

When your customer does not hear an honest, pleasant smile in your voice, then right from the start, you have set some critical wheels into motion; wheels that can throw your intentions off track and cause the whole customer experience to go awry. Even before you find out what they need, your customer may:

• Lose confidence in your ability to solve their problem
• Feel your assistance is insincere
• Get the impression that you're only 'going through the motions' of helping, just to hurry the phone call to an end
• Lose trust 

They can hear all of this in your voice when they DON'T hear a smile.
So, now what happens?

You hear distrust in your customer's voice and no longer want to deal with them...but of course, you must. So you label them 'difficult'...all because you failed to smile. See a pattern developing here? You should. You created it; along with creating more work for yourself because:

• It takes work to regain your customer's trust
• You now need to rebuild your customer's confidence in you and your abilities
• You've presented the idea of incompetence on your part
• Your customer will definitely let others know what they think of you and your service

So now you know what to do to prevent all this: Don't get caught in the act of NOT smiling. 

It was once said by a famous yogi: "Let my soul smile through my heart, and my heart smile through my eyes that I may scatter rich smiles in sad hearts." 

Why not take this to another level and let your 'willingness to help' smile through your voice and 'your voice' smile through any problem your customer may have. Then you will find that:

A Smile gives you power; the power to replace a customer's uneasiness with trust.

A Smile gives you control. Enough to make each of your customer's experiences a great one.

A Smile removes apprehensions and turns them into trust.

Smile...and you have the power to create Customer BLISS by creating BLISS for your customer. Seize that power to make your good service great. It'll only cost you a smile.



~~~~~Tell Tammy~~~~~

How're you putting your Customer BLISS into action? 
Share your plans for Customer Service Week in the Comments section below. We want to hear from you.

Etiquette and the Powerful Role it has Played in Our History

Do you feel that soft skills just make people seem soft? Or that etiquette training makes a difference only to a select and privileged few?

Well, think again. The following proves the opposite and tells of how one lady's etiquette teachings brought about one of the first big steps toward racial acceptance in our country, right at the height of the Civil Rights Movement. 

Read the article HERE

Earlier this week, the principle designers of the "Motown Sound" paid tribute to Ms. Maxine Powell, director of Motown's "Finishing School". 

Read about Ms. Powell HERE

In the late ‘50s and ‘60s, with decorum as her instrument, Ms. Powell armed her students – the young musical talents of Motown – with the tool of etiquette.

At a racially-tense period in our country’s history, Ms. Powell’s guidance elevated those talents by teaching them how to present themselves, how to treat people, how to dress respectfully and how to relate to people of all races. 

This empowered them to work at their crafts with confidence. They presented themselves in socially-acceptable ways and created positive impressions as a result. 

If only for the few minutes that a ‘45-record’ played, common, positive experiences existed in different cultures throughout the country.

New relationships were cultivated not only across various races, but across generations as well, perpetuating the idea that we are all the same under the skin; the basic principle of the Civil Rights Movement.  

With the help of etiquette, 'change' occurred, regardless of how small. Of course, it was not the sole cause of change, nor did it solve all the problems of the times, but the polish provided through Ms. Powell’s etiquette teachings definitely stirred up a positive beginning by bringing about small measures of unity through awareness.

As talented as they were, the individuals in groups such as the Temptations, the Miracles, The Jackson 5 and the Supremes would not have been viewed as competent, creative nor credible without the basic and continuous grooming that Ms. Powell provided.

 

So, if you still think that etiquette is a mere 'nicety' and nothing more; if you think it is an arena that only ‘rich’ people should be in...

Remember Maxine Powell and the power she wielded with her tools of etiquette.

Remember the success of those young people and the use of that power that granted them social acceptance by many who had previously shunned them.

Remember all this and arm your children with the same tools for success.

Now I'll ask you again if you think soft skills make people soft. Hopefully you see just how much power soft skills can bring. 

Etiquette is power.

It helped place a racially-divided nation on the same sheet of music...literally.

And if that's not power, I don't know what is.



Have you ever had any type of etiquette training? If so, what kind and when? 

Please post your comments below. 

  The 25 Rules of Considerate Behavior

by Dr. P.M. Forni, Author of "Choosing Civility: The Twenty-Five Rules of Considerate Behavior"

1. Pay Attention                                   16.     Apologize Earnestly

2.  Acknowledge Others                       17.     Assert Yourself

3.  Think the Best                                 18.     Avoid Personal Questions

4.  Listen                                              19.     Care for Your Guests

5.  Be Inclusive                                     20.     Be a Considerate Guest

6.  Speak Kindly                                   21.     Think Twice Before Asking for favors

7.  Don’t Speak Ill                                 22.     Refrain from Idle Complaints

8.  Accept & Give Praise                       23.     Accept and Give Constructive

                                                                        Criticism

9.  Respect Even a Subtle “No”           

                                                             24.     Respect the Environment and Be

10. Respect Others’ Opinions                         Gentle to Animals 

11. Mind Your Body                              25.     Don’t Shift Responsibility and Blame

         

12. Be Agreeable  

                    

13. Keep it Down

     (and Rediscover Silence)

14.  Respect Other People’s Time

15. Respect Other People’s  Space

Civility at School

Take pride in your school by being a considerate and helpful individual. Practice the following and create a successful experience for you, your Principal, teachers, classmates and everyone else involved.

1. Begin your school day with a nourishing breakfast that energizes your body and mind.

2. Save time and prevent a 'morning rush'; prepare for your school days at night:

• Choose the clothes you want to wear and examine them for needed repairs
• Gather together all homework and related materials
• Get plenty of sleep (8 hours or more)

3. Respect and follow the rules of your school. They're in place to make your learning environment safe and pleasant.

4. Take pride in your school environment which includes hallways, offices, classrooms, the Clinic, Cafeteria, Library, Gym, surrounding grounds and even school buses. Do your part to keep these and other public areas neat and clean.

5. Practice good study habits and be responsible for all assigned work.

6. Encourage civil actions through your own behavior.

7. Everyone has something of value to share so listen to the words of others, especially those in authority.

8. Be contagious; set a good example of school spirit with your friends and anyone else within reach.

9. Get excited about learning new stuff. Applaud yourself for what you've added to your brain and to your spirit. Then share what you know with others so you can all get excited, smarter, and more civil together.

Practice Civility every day through acts of kindness and respect like the ones displayed here.

Do your part to help spread Civility throughout your school's community.

Get permission to display these tips but most of all, follow them.

For more on Civility Awareness Month,  Go here

Promote Civility at Work through Blissful Leadership

Become more than a traditional leader. Become the BLISSFUL leader who practices civility every day with

5 Steps to Blissful Leadership

1. Knowledge - More than just knowing you job and the responsibility that goes along with it, the Blissful way to knowledge is through knowing yourself. Through self-knowledge, you find out what you're capable of. With knowledge comes understanding. You understand the kind of leader you are, the kink you are perceived to be, and the kind you want to be.

2. Vision - More than just looking forward, vision is also about seeing things as they really are. Seeing challenges as opportunities. Seeing mistakes as learning tools. Vision for Blissful Leadership is about focusing on your strengths and the ability to map out a direction toward opportunities.

3. Integrity - This involves doing what you know is right, based on your beliefs and values. People often confuse integrity with honesty. Writer, Spencer Johnson says, "Integrity is telling myself the truth. And honesty is telling the truth to other people." Integrity is what you know to be true and honest and behaving as such, whether anyone sees you or not.

4. Creativity - Creativity allows you to imagine possibilities. Tap into your creativity to:

• Create programs of interest
• Channel and pool the energy of your teammates
• Solve unexpected issues with resourceful solutions
• Strengthen your individualism and express ideas freely
• Create enthusiasm, inspire support and motivate disillusioned groups of people

5. Time - This involves time management in the traditional sense of schedules, appointments, projects and plans; but it also involves the ability to manage the elements of time to deal with what is happening in the present time and place. Keep your attention on your 'present' and when situations appear, take care of them issue by issue -- moment by moment.

Spread civility and share your thoughts and ideas below.

For more on Civility Awareness Month,  Go here

How to Adjust to Change with Ease

This past Sunday, on March 10th, did you remember to Spring Forward and set your clocks ahead; anticipating fresh new life, new ideas and renewed hope? 

Or perhaps you spent the first day of Daylight Savings Time all droopy-eyed, unsettled, and in a daze.

That was me, quite a few years ago.

It was during the time when most, if not all clocks in the house were manually set -- you know, before cell phones and other techno gadgets made the changes for you. I actually went through half the day before I realized it was the first day of Daylight Savings Time.

Neither Michael nor I could figure out why TV programs and radio announcers seemed 'off-schedule' that day. We chalked them up as hiccups in our cable service and thought the radio announcers were just wrong. 

Even when the newspaper came 'early', I still didn't get it. Now if I was like most people who actually read the Sunday paper on Sunday instead of on Monday or Tuesday like I usually do, my memory would've been jarred sooner from seeing the bold print at the top of the front page: 

DID YOU REMEMBER TO SET YOUR CLOCKS UP ONE HOUR?

I guess it also proved that sometimes it's better for couples to be less in sync and more balanced-out. I mean, it would've been nice if ONE of us remembered.

 

Friends came over the night before and we were up pretty late. Neither of us thought anything about re-setting the clock before we turned in. We paid for it though, as we spent half the day in oblivious confusion and disorder. But you can best believe that I was alert and ready that following Monday morning. 

I adjusted.

Daylight Savings Time is a change just like any other change we go through. No matter how small, change requires an adjustment. And in spite of the physical and mental challenges that we undertake on a daily basis, our bodies are not made to just jump ahead one hour and then comfortably move on. We fall into rhythms and stay there until something shakes us up. 

I know some of you are probably thinking: "Oh, it's just an hour...an hour doesn't make a difference."

Well, you're right...and wrong. Yes, it is just an hour, but that hour IS the difference.

When you're accustomed to doing something for months, no matter what it is, you've got to put forth some effort to adjust to changing that habit.

You don't think an hour makes a difference? Think back to Monday when you felt a little off. Oh, I'm sure you got through the day OK, but how many times did you pass off your sluggish feelings and fuzzy thinking as typical Monday Blues? How many times did you fool yourself into believing you weren't affected at all? 

There's no need to fool yourself. Adjust yourself.

Don't just get through the next few days of Daylight Savings Time; do so triumphantly.

How?

Simply.

No earth-shattering antics; no outrageous rituals. Just pure, simple behavior.

Simply change your routine.

Go to bed a little earlier for a few days or until you feel like yourself again. Refrain from Daylight Savings Time-talk. You know, the clock says it's 3:00 but it's really 2:00 type of talk that goes on for about a week after the time change.

Simple behavior -- that's all it takes -- and you'll soon be rooted in the new time with renewed energy.

Daylight Savings Time is only one type of change. But the same concept applies with any change you want to accomplish with comfort and ease. Do it simply.

Prepare for the change you want to make. Think of what it will take to feel great after you've made the change you chose to make. Think about it, then adjust your mind and body to accomplish it. Adjust to it...simply.

If you want to do something different or something new, adjust yourself and accomplish it. Make the effort to change, then accomplish your goal. But do it simply. 

Want to change your money flow? Then adjust your money handling behavior. Change your saving and spending habits -- simply -- a little at a time. Ease into your new routine.

Do you crave a more interesting life? Then adjust your interests and interactions...simply. Contribute and participate. Practice a new skill or talent. Learn a new hobby. Join a community group; meet new people, get interested, get involved.

Who knew that such a lesson could be embedded within Daylight Savings Time?

Reaching any goal requires an adjustment. Whether it's a better home life or a fulfilling job you're after; whether it's more money, or a smooth transition into Daylight Savings Time. Adjust. Ease yourself into the way you want to be. But do it simply. 

Focus on the target. Appreciate the run; enjoy the win. And don't just step on the finish line of your goal. Cross it triumphantly. It's the difference between mere accomplishment and Blissful victory.

~Tell Tammy~

So how about it? Did you remember to adjust your clocks on time? If not, how long did it take you to realize it? How did you manage throughout the day under the 'wrong' time? Share with us in the comment section below. We'd love to hear from you. 

When Celebrating Valentine's Day, Don't Overlook Your Heart

People all over are making plans for Valentine's Day which will be here in just a few days. With all the talk of holiday gifts, love and even the sentiments of "I Heart You", many will still overlook one special thing that will make their Valentine's Day unique:

A Healthy Heart

Like the rest of the body, the heart responds positively to a balanced diet -- not only through food and exercise -- but also through the attention and care that accompanies love; namely Spiritual Love, Self-Love and yes, Romantic Love.

This Valentine's Day, make sure the emphasis is on creating a healthy heart for you and your partner, your family, or whoever you celebrate the day with. Focus on the heart, not just the gifts, flowers or the candy.

Valentine's Day is much more than flowers, gifts and chocolates. It should be focused on the Healthy Heart instead of the holiday blueprints induced by our commercial culture.

Gifts are nice; yes even candy, but over time, we tend to forget the real reasons behind the gifts we give and receive. We forget that it should only be about you and the people you love.

You might be thinking, "Isn't that why we give the gifts, especially the expensive ones?" 

Well,  you're half-right. It's not only about the gift or how much money was spent on it; it's about the time and emotions put into choosing the perfect gift and the feeling it incites when accepted.

It's not about giving flowers simply because it's done in all the love stories. It's about understanding the relationship between you and your partner and syncing the right color and type of flower to signify the value and worth of the relationship.

(More on the meaning behind types and colors of flowers in a later post)

As for the candy -- well, what can I say when around this time of year, the days rain heart-shaped boxes filled with tasty varieties of luscious, squishy chocolate candies, just waiting for a pinch to see what's inside before popping into your mouth.

Speaking as one who adores candy...namely chocolate...I used to welcome Valentine's Day candy boxes and the whole assortment of flavors. But for health-related reasons (not to mention calories), I left them alone. So my heart-shaped pleasures came to an end days ago.

Bummer, right? Well, not really.

Now, each year, instead of crying over spilt milk-chocolate, or pigging out on the array of melt-in-your-mouth goodies that constantly greet me on every magazine page, every television commercial, every highway billboard, and at every turn of the grocery store aisle; Michael and I usually plan a Heart-Healthy Valentine's Day that consists of quality alone - don't answer the door or the phone - time together. Sometimes, it's a quiet, romantic meal at home or a relaxing day-trip somewhere else.

This year, because Michael has to work that afternoon and evening, we'll probably celebrate on a day other than the 14th. Either way, the focus will be the two of us and how we plan to use the time available. Not when the calendar tells us, nor in the traditional fashion that's commercially dictated to us; but in the way we want to.

And better yet, our way won't clog the arteries, throw us in debt, cause headaches or put bumps on my face.

Whichever way we decide to spend the time though, I guess it couldn't hurt to embrace those insightful words of Charles M. Schulz:

"All you need is love. But a little chocolate now and then doesn't hurt."

 Have a Blissful Valentine's Day! Enjoy it from the bottom of your heart...your healthy heart.

And as always,
Continued Bliss


~Tell Tammy ~
How will you spend Valentine's Day this year? Let us know in the comments section below.