SCOPE Safety & Security’s Post

Let's dive into the world of customer service! Did you know that if delivered correctly, it could reduce conflict with members of the public and inter-departmental relationships? Have you ever noticed that many types of public-facing conflict arise when an individual is advocating for themselves? Unfortunately, they might come across as rude, forceful, and belligerent. But hey, let's not forget that they might be right in some cases about their self-advocacy. Customer service is a term that is thrown around a lot, yet very rarely delivered. I often bring this up in my training sessions, and almost always, people become defensive. But here’s the thing: customer service is one of those skills that, if you haven't experienced it personally, it's hard to create. We can empathize with the staff, and realize that it's not their fault about a policy or practice. We have all had some sort of experience where a new staff member is training another new staff member. So, as an organization, have you built customer service and communication into your workplace violence and harassment prevention? Or how do you measure the application of customer service? Let's discuss!

Ethics in a call center environment is crucial. It involves maintaining customer confidentiality, being truthful, providing quality service, and treating employees and customers with respect. It's the foundation for building trust and a positive workplace culture. #EthicsAtWork #CallCenterManagement

To organisations that deal with customers on the regular, refrain from asking your customers to be patient. Although the conveyor of the message may be unaware, it is condescending and disrespectful. Apologise for the issue, and attend to it. Also, teach your teams not to transfer blame to other departments/people. That's your back end. When customers reach out to an organisation, everyone they deal with,from the security guard, to the receptionist and contact centre agent, is the organisation. It's not about you. So represent the organisation, absorb the good and the bad. Give feedback to higher-ups on ways to improve the customer's experience. And always, without breaking the law, delight your customer. It's the only job we all have. Treating customers, even the seemingly unreasonable, as a nuisance, is a big no-no!

De-escalation Techniques For Aggressive Customers Empower your team to handle tense situations with grace and professionalism! Here are some essential tips to enhance customer interactions: Understand the Signs: Train your staff to recognize both verbal and non-verbal cues that may indicate escalating behavior. Equip them with effective communication strategies to de-escalate situations safely and respectfully. 🛑✨ Stay Calm and Collected: Encourage maintaining a safe distance and a calm demeanor when dealing with agitated customers. Focus on active listening to truly understand and address their concerns—this can often defuse a tense situation quickly. 🎧❤️ Practice Makes Perfect: Implement role-playing scenarios in your training sessions. This allows your team to practice their de-escalation skills in a controlled environment, building their confidence to handle real-life situations efficiently. 🎭👍 Share these tips to help create a safer, more responsive customer service environment! #DeescalationSkills #RetailSafety #TeamTraining #DeltaProtectiveServices

July 16, 2024 #ThinkingTuesday A dissatisfied customer or employee told you of a reasonable complaint. How would you improve the process by acting on their issue? #customerservice #CustomerSatisfaction #processimprovement #Kaizen #leanthinking #LeanHR #customerdesign

🕶👓 A lack of transparency results in distrust and a deep sense of insecurity! 🕶👓 When handling a complaint, starting from a position of disadvantage is common, as the customer's negative experience has already set the tone. Building trust in such a brief interaction demands the ability to quickly establish a connection and remove any existing barriers. Being open, honest, and reassuring, coupled with transparent communication about what the customer can expect during the complaint investigation, including timelines and addressing any initial issues or concerns can significantly contribute to gaining that all important initial trust. #CustomerServiceExcellence #ComplaintManagement #CustomerEngagement #MakingADifferenceForAll #ProSourcing

To help your team excel in complaint handling, there are some specific questions you can consider to ensure that everyone is well equipped to handle anything that comes their way at work. https://lnkd.in/gfrav9et

Communication 🗣 As cleaning industry professionals, it can be extremely frustrating constantly chasing customer complaints. It can be further frustrating trying to TRACK these complaints, their resolution, and log evidence of actions taken. It doesn’t have to be this way. Incorporating a quality assurance system, where your team is conducting regular inspections/audits is a major relief to these endless complaints. While they won’t disappear completely, proper QA allows for a proactive stance, rather than an exhausting reactive cycle. In the custodial industry, effective communication goes beyond words – it's about understanding the unspoken nuances that define quality. -uncover the silent indicators of excellence. -delve deeper, ensure every aspect of your scope is covered -listen to the details that matter, before they have to be said As for properly tracking any remaining complaints.. check out my next post. #qualityassurance #unspokenfeedback #proactivemeasures

You have been bullying your customers, and you probably didn't know! I had a discussion with a very good friend of mine (whom I will call Akande). He's a great graphic designer, and during our conversation, he shared an experience he had with a customer of his. Right there, I had to tell him, 'You have been bullying that customer of yours.' It didn't sit well with him; not until I explained it to him did he begin to understand, and just like Akande, you might not have realized that you've been bullying your customers, and you need to stop now. But what is customer bullying, and what are the signs? Customer bullying can manifest in various ways and is often more subtle than outright aggression. It involves actions or behaviors by businesses or their representatives that demean, intimidate, or manipulate customers. 🛑Common signs include: 👉Lack of Respect for Customer Time and Boundaries: This can include keeping customers waiting unnecessarily, being unresponsive to inquiries or complaints, or pressuring customers into making decisions or purchases they are not comfortable with. 👉Overly Aggressive Sales Tactics: Pushing customers towards purchases they don't need, want, or can't afford, using fear or guilt as a motivator, or making it difficult for them to decline offers or cancel services. 👉Disparaging Customers: Making negative comments about customers' decisions, intelligence, or personal circumstances, either in person or on social platforms, can be a form of bullying. 👉Ignoring Customer Feedback: Systematically dismissing or ignoring customer complaints, suggestions, or feedback, making customers feel undervalued and ignored. 👉Manipulation: Using misleading information or deceptive practices to coerce customers into certain actions, such as hidden fees, misleading advertising, or not honoring return policies or guarantees. If you find that your business practices might inadvertently fall into any of these categories, it's crucial to take immediate action to rectify the situation. #CustomerFirst #StopCustomerBullying #RespectYourCustomers #EthicalBusiness #CustomerCare #PositiveBusinessPractices

NEW: Listening is being replaced by “bulldozing”, a conversation pattern that increases frustration, staff turnover, and angry customers. Read more 👉 https://lttr.ai/AJ07v #CustomerService #InspireConversation