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Ask The Entrepreneurs: 14 Ways to Never Slack on Customer Service

Ask The Entrepreneurs: 14 Ways to Never Slack on Customer Service

Ask The Entrepreneurs is a regular series where members of those involved in the Young Entrepreneur Council are asked a single question that aims to help Lifehack readers level up their own lives, whether in a area of management, communication, business or life in general.

Here’s the question posed in this edition of Ask The Entrepreneurs:

How do you stay on top of customer service, no matter how busy you get?

1. Make FuseDesk a Feature

    My teams use FuseDesk to handle incoming requests, assign cases and track case history. The app links directly to an Infusionsoft account so we don’t spend a lot of extra time trying to remember who is emailing for support, what they bought and when it was shipped. It’s all integrated making it easy to send a template response. The system cut our response time dramatically!

    Kelly Azevedo, She’s Got Systems

    2. HelpScout Helps Out

      We use HelpScout to provide a technical help desk for students of our online school. To them it means simply being able to request help by email — no logging into a dashboard to see updates or followups. For us, it means we can provide greater personalized support, really get to know students and manage all requests in one place — no cluttering up inboxes, yet still providing that personal touch.

      Lea Woodward, Startup Training School

      3. Take It to Twitter

        No matter what’s going on, our team is always on Twitter — and so are most of our users/readers. They resort to it if there’s any trouble and it gives us an opportunity to answer back, help out, and throw in some personality.

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        Derek Flanzraich, Greatist

         

        4. Segmented Customer Support

          Providing customer service throughout the day will only break up your day and take focus away from the stuff that’s making you busy. Instead, take an hour in the morning and an hour before you finish for the day to close out all customer service requests. By doing this, it becomes a game, as you work diligently to finish in that specific time slot you have allocated for customer support.

          Todd Garland, BuySellAds.com

          5. Real Time With Olark

            Olark

            gives us instant access to our customers and since users want to chat right away, it’s a good way to force us to talk with them and remember that they are the most important part of the business.

            Wade Foster, Zapier

             

            6. It’s a Team Effort

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              For many businesses, customer service may be easily shared among all members of the organization. Addressing customers’ needs is something no one should be too senior to do, and spreading the load will ensure that no customer feedback goes unaddressed. It’s a model worth trying out if you’re overburdened with customer requests.

              Doreen Bloch, Poshly Inc.

               

              7. Figure It Out Face to Face

                Establishing genuine relationships with clients needs to be a top priority for all leaders. Yes, this means taking time out of your “busy” schedule and really asking them for feedback over coffee, drinks or dinner. You should likewise create opportunities for group client engagement. Results from a facilitated focus group at my company produced the “pivot” that we now credit for our success.

                Christopher Kelly, Sentry Centers

                8. Give Access to Real People

                  As long as someone human has heard a concern and has made it clear that it will be addressed, most customers can be a little flexible about how long it takes to fix an issue. But the human touch is key to getting that room to work from your customers — if they feel like they haven’t been heard, they’re going to keep hammering until they get a response.

                  Thursday Bram, Hyper Modern Consulting

                   

                  9. If It’s So Important, Create a System

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                    If customer service is truly a top priority for you, then you should have systems in place to ensure quality control. Record and review all client interactions with your employees so they can constantly improve, and hold each employee accountable for customer service standards.

                    Nick Friedman, College Hunks Hauling Junk

                     

                    10. Stay Steps Ahead

                      Always be prepared and be a few steps ahead of your client to guide them in the right direction. With a team that’s great at project management and account management, you can seamlessly stay in contact with clients, updating them and building their trust.

                      Bobby Emamian, Prolific Interactive

                       

                      11. Create a Process Checklist

                        Documenting procedures and processes are key for us. We have developed a checklist called “The Customer Experience” in our office. This makes us more in-tune to consistently deliver our vision for how a customer should feel after doing business with us, no matter how busy we get. We make sure every client we have has experienced each step of the checklist before proceeding further in the relationship and project.

                        Kenny Nguyen, Big Fish Presentations

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                        12. Remember Their Importance

                          Ultimately, our businesses exist to serve our existing customers, not to create products or to attract new customers. Both of the latter two items are important, but not the most important. By reminding yourself of your priorities, it makes it easier to set aside the time to serve them well.

                          Elizabeth Saunders, Real Life E®

                           

                          13. Keep Up Communication

                            It’s not so much important what you say, but how often you say it. Customers, clients, and people in general love to feel that you are aware of their presence. Providing good customer service isn’t all about being pleasant, but also just communicating often and allowing your clients to feel validated. So whether it’s staying on top of emails or phone calls, make sure you respond often and quickly.

                            Steven Le Vine, grapevine pr

                            14. Make It Natural

                              Build a team that has natural customer service skills. Personally, I don’t have to get as involved with customer relations because my team is awesome and cares about each of our clients.

                              John Hall, Digital Talent Agents

                                More by this author

                                9 No-Brainer Ways to Track Employee Time Ask the Entrepreneurs: 12 Things Entrepreneurs Should Stop Doing Ask the Entrepreneurs: 9 Best Note Taking Tools Ask the Entrepreneurs: 12 Tips for Mastering Public Speaking Ask the Entrepreneurs: 9 Tasks You Should be Outsourcing

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                                Last Updated on March 29, 2021

                                5 Types of Horrible Bosses and How to Beat Them All

                                5 Types of Horrible Bosses and How to Beat Them All

                                When I left university I took a job immediately, I had been lucky as I had spent a year earning almost nothing as an intern so I was offered a role. On my first day I found that I had not been allocated a desk, there was no one to greet me so I was left for some hours ignored. I happened to snipe about this to another employee at the coffee machine two things happened. The first was that the person I had complained to was my new manager’s wife, and the second was, in his own words, ‘that he would come down on me like a ton of bricks if I crossed him…’

                                What a great start to a job! I had moved to a new city, and had been at work for less than a morning when I had my first run in with the first style of bad manager. I didn’t stay long enough to find out what Mr Agressive would do next. Bad managers are a major issue. Research from Approved Index shows that more than four in ten employees (42%) state that they have previously quit a job because of a bad manager.

                                The Dream Type Of Manager

                                My best manager was a total opposite. A man who had been the head of the UK tax system and was working his retirement running a company I was a very junior and green employee for. I made a stupid mistake, one which cost a lot of time and money and I felt I was going to be sacked without doubt.

                                I was nervous, beating myself up about what I had done, what would happen. At the end of the day I was called to his office, he had made me wait and I had spent that day talking to other employees, trying to understand where I had gone wrong. It had been a simple mistyped line of code which sent a massive print job out totally wrong. I learn how I should have done it and I fretted.

                                My boss asked me to step into his office, he asked me to sit down. “Do you know what you did?” I babbled, yes, I had been stupid, I had not double-checked or asked for advice when I was doing something I had not really understood. It was totally my fault. He paused. “Will you do that again?” Of course I told him I would not, I would always double check, ask for help and not try to be so clever when I was not!

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                                “Okay…”

                                That was it. I paused and asked, should I clear my desk. He smiled. “You have learnt a valuable lesson, I can be sure that you will never make a mistake like that again. Why would I want to get rid of an employee who knows that?”

                                I stayed with that company for many years, the way I was treated was a real object lesson in good management. Sadly, far too many poor managers exist out there.

                                The Complete Catalogue of Bad Managers

                                The Bully

                                My first boss fitted into the classic bully class. This is so often the ‘old school’ management by power style. I encountered this style again in the retail sector where one manager felt the only way to get the best from staff was to bawl and yell.

                                However, like so many bullies you will often find that this can be someone who either knows no better or is under stress and they are themselves running scared of the situation they have found themselves in.

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                                The Invisible Boss

                                This can either present itself as management from afar (usually the golf course or ‘important meetings) or just a boss who is too busy being important to deal with their staff.

                                It can feel refreshing as you will often have almost total freedom with your manager taking little or no interest in your activities, however you will soon find that you also lack the support that a good manager will provide. Without direction you may feel you are doing well just to find that you are not delivering against expectations you were not told about and suddenly it is all your fault.

                                The Micro Manager

                                The frustration of having a manager who feels the need to be involved in everything you do. The polar opposite to the Invisible Boss you will feel that there is no trust in your work as they will want to meddle in everything you do.

                                Dealing with the micro-manager can be difficult. Often their management style comes from their own insecurity. You can try confronting them, tell them that you can do your job however in many cases this will not succeed and can in fact make things worse.

                                The Over Promoted Boss

                                The Over promoted boss categorises someone who has no idea. They have found themselves in a management position through service, family or some corporate mystery. They are people who are not only highly unqualified to be managers they will generally be unable to do even your job.

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                                You can find yourself persistently frustrated by the situation you are in, however it can seem impossible to get out without handing over your resignation.

                                The Credit Stealer

                                The credit stealer is the boss who will never publically acknowledge the work you do. You will put in the extra hours working on a project and you know that, in the ‘big meeting’ it will be your credit stealing boss who will take all of the credit!

                                Again it is demoralising, you see all of the credit for your labour being stolen and this can often lead to good employees looking for new careers.

                                3 Essential Ways to Work (Cope) with Bad Managers

                                Whatever type of bad boss you have there are certain things that you can do to ensure that you get the recognition and protection you require to not only remain sane but to also build your career.

                                1. Keep evidence

                                Whether it is incidents with the bully or examples of projects you have completed with the credit stealer you will always be well served to keep notes and supporting evidence for projects you are working on.

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                                Buy your own notebook and ensure that you are always making notes, it becomes a habit and a very useful one as you have a constant reminder as well as somewhere to explore ideas.

                                Importantly, if you do have to go to HR or stand-up for yourself you will have clear records! Also, don’t always trust that corporate servers or emails will always be available or not tampered with. Keep your own content.

                                2. Hold regular meetings

                                Ensure that you make time for regular meetings with your boss. This is especially useful for the over-promoted or the invisible boss to allow you to ‘manage upwards’. Take charge where you can to set your objectives and use these meetings to set clear objectives and document the status of your work.

                                3. Stand your ground, but be ready to jump…

                                Remember that you don’t have to put up with poor management. If you have issues you should face them with your boss, maybe they do not know that they are coming across in a bad way.

                                However, be ready to recognise if the situation is not going to change. If that is the case, keep your head down and get working on polishing your CV! If it isn’t working, there will be something better out there for you!

                                Good luck!

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