Customer Voice | Excellent Service Speaks All Languages

Value-driven Customer Service

Posted on September 22, 2011 by Ashley

I like the model of culture using the concentric circles with Worldview in the center and from there concentric circles of values, beliefs, and behavior. Like our worldview, our values are core in us. We don’t tend to necessarily make decisions about what we value. It develops in us based on our upbringing and other factors as we mature. Every culture tends to have values that are different from other cultures.

So as it affects personnel who work in providing any kind of customer service, we can ask “What do they really value?”. How does this affect what is important to them? How does this encourage or inhibit their ability to provide excellent service? If we assess their values, can we then create an environment that helps them to be better positioned to provide excellent customer service? There are many areas to investigate as it pertains to values….some cultures are shame/honor based, so respect and honor or highly-valued. In other cultures, honesty is highly-valued. Knowing just a few of the key values of your personnel who provide customer service could make a difference.

A value is a belief, a mission, or a philosophy that is meaningful. Whether we are consciously aware of them or not, every individual has a core set of personal values. Values can range from the commonplace, such as the belief in hard work and punctuality, to the more psychological, such as self-reliance, concern for others, and harmony of purpose. ( see http://www.gurusoftware.com/GuruNet/Personal/Topics/Values.htm)

Do you know what your staff really value?

What’s your “Social Media Perspective”?

Posted on September 12, 2011 by admin

When I think about social media it hits me a certain way based on my age and background. I would like to do a study….or probably someone already has, about what are the key factors that affect the way you participate and/or view the Social Media Tsunami. You see I always think I am right “on the cusp” of being in the current internet savvy bunch. I am technically on the end of Baby Boomers, but I like to think I am younger and hipper. My wife certainly agrees that I ACT younger. Now my parents are interesting because my Mom is totally into the internet. When she comes to visit we must make sure that she has good working space and a good internet wireless connection. My Dad on the other hand is not sure how to turn on a computer. And he doesn’t care. How does he make it in this world. He calls me on the phone…that’s how.

Social Media is affecting our world in many ways, but one that I sometimes think about are terms. Is social media redefining certain terms? To you, what really is a friend? I have one friend that has 2000+ friends on Facebook….I always think how does she keep up with all her “friends”. LinkedIn gives me connections and I can have them with just about anyone. The other day I got a connection request from somebody I had never been connected with in my whole life.

When I look a the data about how the internet is growing and how Facebook had 1 million users in 9 months it is simply amazing. Then I think about how for my kids this will be normal. It actually already is normal. What’s amazing to me will be normal to them. It is all about Perspective. Based on age, upbringing, socioeconomic factors one’s perspective will be different. I would venture the biggest factor is age.

The social media phenomenon is not going away, so no matter how old you are…..what’s your perspective?

Posted in Uncategorized | Tagged Social Media | Leave a comment

Worldview and Customer Experience

Posted on August 5, 2011 by Ashley

Actually I am not sure about the title of this blog, but like culture and worldview, it’s a little hard to “pin down”. Once again, I have been meditating on customer service and culture. In all cultures, at the core of who a people are, is what anthropologists call worldview. We all have one and it is sort a funnel or filter through which all our behaviors, values, and thinking pass. This worldview is also in the context of our natural and cultural environment. So, when we analyze customer experience and how it is provided in one culture vs. another, certainly one’s worldview is key. I’m thinking it is safe to say that customer experience is mostly wrapped up in values. What is really important to one culture is not too another. Generally speaking, Western countries/cultures tend to be more individualistic. While Asian or Eastern cultures are more communal. As I am writing this, I’m thinking…”is this still true today?” I think generally speaking, yes.

Therefore it seems fair to conclude that in Asian cultures the focus on the individual customer experience may not be as important as the corporate success. Whereas, in the west there is a often conscious feeling of how are they treating me and a general understanding of the need to care for the individual.

All that said, on another note, one of my frustrations as I begin my fifth year living in SE Asia, is that the longer I am here I really only discover the less I really understand. Don’t get me wrong, I have learned so much, but sometimes my understanding of deep nuances is lacking. I had a business meeting the other day and really missed what was really being communicated. My local friend gave me an “interpretation”, even though the whole conversation was in English. Don’t you want to really master something? I think it is in any human being the desire to master some sort of trade or hobby. Well, I am thinking culture is not one to shoot for. But, the flip side is that being a student of culture is a never ending learning experience.

Now, on top of all this is the social media world we live in. The changes are so fast and there are so many new applications and players. To integrate the implications of cultural perspectives with social media is a whole other area of discovery.

So, today I am dealing with the feeling of “am I growing in my understanding?” On one level I know that I am, but at the same time when it comes to real cultural adaptation and understanding Worldviews…I still have a ways to go.

Posted in Cultural Dynamics, Customer Service | Tagged anthropology, Culture and Service, worldview | Leave a comment

Can you help me with my car?

Posted on July 22, 2011 by admin

When we moved here we bought a Suzuki ERV Van. Small and simple, but easy to drive and economical. Well, recently, the car began to start out in third gear and while idling you could hear this ticking noise. Three days before my family and I were to take a vacation via that car, my wife informs me of the problem…she is the one who usually drives it. So, quickly I took it in to a mechanic. He looked it over and said he would get back to me. Later that afternoon, having an intuition of concern, I went back and he informed me that I would need a new transmission…at least $1000+ USD. I was unconvinced by his presentation of the problem. I took it to another mechanic and pleaded for his immediate help.

He explained to me that my car was no longer in production and parts were hard to come by. So, I realized that I had to leave it with him. Bummer! Had to get another car, cause the vacation had to go on. You see, I have 4 kids and my niece was visiting so we needed room for 7. Only a few car options for that. After our vacation I returned to the mechanic who had essentially solved nothing. He informed me that I probably needed a new transmission of at least an electronic transmission box…sort of the brains of the transmission. Neither of which he could locate anywhere in Malaysia.

I still was not convinced I would need a whole new transmission. The car drove great once it got up to speed in 3rd gear. So, as a last resort….which should have been my first resort, I searched the internet! Crazy me! What was I thinking. Lo and behold, I find a forum where a guy describes his problem which is exactly the same as my problem. Now I am on to something. If one person verifies a problem I have there must be many others also.

Today, I can’t tell you how I found it, but I got a number of a car shop in Kuala Lumpur from the web and called them to see if they had the parts I needed. They referred me to another guy and I called him. He said wait and he smsed/texted me back with some information. He basically told me what the problem was and what I needed. It was crazy….sight unseen he gave me a solution and he had the parts. It ended up all I needed according to him was a couple of solenoids. I bought them form him and ask him for some references to car repair shops. I took the car to one and set out explaining the situation.

After a couple of more weeks of looking for different parts and going back and forth I was directed to return those solenoids I bought. I informed the guy in KL and he said hang onto them until the situation was resolved (ended up being wise advice). Then the new mechanic said I needed the electronic box, but he couldn’t find it either. So, I call my friend in KL and he has it. We were going to KL, so I made arrangements to meet my friend in KL to get the electronic box. While meeting with him, he gives me the two other solenoids I need and he shows me how to put them in. Now, the next thing he does has an amazing impact on me as a “client”. He tells me that I probably will not need the electronic box, but to take it with me and if I use it I can pay him (about 300 USD) later. If I do not need it I can just send it back to him.

So, after all this little adventure where I feel like a private investigator, I take the parts back home and instruct the mechanic. In the end my friend (I told him he was like an angel), Firdaus was always right. All I needed were those little solenoids. I returned the electronic box. If you need help with a Suzuki ERV in Malaysia, call Firdaus at +60194106137…..he knows his stuff.

The lesson for me in this was in the trust Firdaus extended to me. As we show real trust in our clients…probably especially with money, we build loyalty.

Posted in Customer Relationship Management, Customer Service | Leave a comment

Collision of Two Worlds: Client vs. Customer

Posted on July 15, 2011 by Ashley

I feel like I start every blog with “the other day…”, today is no exception. As a “foreigner” in a culture that is not my “home” culture, I find myself often reflecting on the differences daily. Especially from a customer service standpoint. I enjoy and am motivated to understand and learn from those differences. Not just for my own benefit, but for those clients we serve as well. Soooo, the other day I went to a well-known sandwich shop with my boys. While waiting in line, I saw the owner come out of the back area of the shop. Now, you have to know the context. I had previously met the owner and talked about how we could serve them. He had not yet indicated that they were ready to engage our services. So, I waited in line and he was talking to the cashier and then he saw me from a distance. He greeted me briefly from a distance. Then he turned back to the cashier and talked a bit more. For me, what happened next was quite an illustration. He turned around and walked out of the shop without saying a word to me or even looking at me. In one world, I was a potential consultant for him. In the other world, I was a customer of his. So, at first I felt unappreciated that he did not come and greet me as a customer of his shop and maybe shake my hand and say something like “thanks for coming in today with your boys to eat at our shop.” It is so important to realize that if you know a customer and can personally greet them and talk to them, your definitely should. Be kind and friendly. This is so powerful. If he had done this, it would have created loyalty in me to his shop. Another day maybe we can discuss why that is.

As I reflected upon the whole situation, I realized this was the way he handled this encounter in light of the fact that I was hoping to be a consultant for his company. I am thinking the time for that is not imminent. But regardless of the situation, it impressed on me the value of the feeling of appreciation. For most westerners, we like to feel appreciated by the businesses to which we give our business. Especially when there is a choice. But I am suspicious that everyone likes being appreciated. A part of me is wondering if there is some factor that I am missing when it comes to the Eastern mindset. Can anyone shed some light on this element of appreciation, especially as it pertains to Asians? In most Asian cultures, how is giving appreciation viewed, handled, and/or valued. Multiple times in Malaysia as I have entered McDonald’s I have been bombarded with “Welcome to McDonald’s!” and on my departure pelted with “Thank you for coming to McDonald’s!.” So, is this appreciated or is it an American company “exporting” western values? Thanks for any insight you have to add. Still learning.

Posted in Cultural Dynamics, Customer Relationship Management, Customer Service | Tagged Culture and Service | Leave a comment

Cultural Considerations

Posted on April 23, 2011 by admin

One of the things I enjoy, and admire actually, here in Malaysia is the diversity of cultures and the how they mix and peacefully coexist. Not only do you see the three main cultures, but now also there are other cultures coming into Malaysia, especially as laborers in various roles(many that include customer service like waiters). To me, the 1 Malaysia initiative (can I call it that? – www.1malaysia.com.my) is very unique in the world. Since I haven’t actually lived in so many places in the world maybe I am wrong, but still for me it is a unique concept.

At the same time, the cultures of Malaysia each keep their own separate values, language, and religion. I have been musing about this as of late in regards to customer service. There seems to be in some cultures ingrained ways of “doing business” or perspectives that are probably not easily changed. It seems, due in part to sociological and historical issues, that patterns of relating to the customer or actually people in general have developed. For example, some cultures attribute a greater value to the individual as opposed to the community. American values tend to be high on individual rights compared to other cultures. This has it’s pluses and minuses. One of the potential problems is a propensity to self-centeredness when one is always focused on the individual rights. Often decisions are made in what one thinks is best for themselves without enough consideration for the community. The upside though, is a greater chance that the individual will not be abused or taken advantage of by the bigger group….whatever that bigger group may be…the company, the community, the family, etc.

This is just one example, but a key one in terms of customer service. To some businesses here, the customer seems to be dispensable. They don’t really care if you come back or if you have a good experience or not. I often wonder how much this has to do with a conditioning to hoard value in the company or business while at the same time there is a cultural predisposition to not caring so much about the individual. This makes the case for customer service a challenge.

Must a business be motivated for excellent customer service strictly because of how it will potentially affect the bottom line? Or could there be a growing shift in values that cause people to define “fairness” in a different way? Customer service is actually rooted much in one’s values. And our values are affected by our culture. Culture can be defined as an integrated system of patterns of behavior, ideas, values, and language characteristic of a society.

Well, more on this later….I’m still musing, but needless to say, the musing here in Malaysia regarding cultural values can last a while!

Posted in Cultural Dynamics | Leave a comment

The dreaded phone!

Posted on April 13, 2011 by admin

Having lived here in Malaysia for a while now, I have gained some experience in interfacing with government services. I must say that some departments (often times GLCs) are quite efficient. PSMB for example has been quick and mostly efficient. Except after just receiving our certification as an approved trainer and paying the fee, within a week we received another bill for the year. It was a small glitch. They also have a recording for their customer line….Amazing! They let you know they are busy.

What’s not amazing is the number of other government offices that have no voice mail whatsoever. I have found that you cannot call too early, say before 10am, and if you call too late after 4pm it seems no one will answer for fear your problem will keep them after 5pm. And generally speaking, don’t call between 12 noon and 2:30pm…this is lunch time. So, plan your day and call between 10am and 12 noon or between 2:30pm and 4pm. I’m telling you, if you practice this you will save time in the long run. Why the offices don’t have voicemail boggles my mind. But then, someone would have to check the voicemail. I’m actually not convinced yet for myself if music, waiting on line, or a non-stop ringing is the worst option. So far, non-stop ringing is common here.

When it comes to customer service, there are few things more pleasing to the customer than a quickly answered phone, a cheerful voice at the other end, and someone who can answer their question or solve the problem. If your business involves answering the phone, figure out today what your policy is. What is your goal in the phone transaction? What are your standards? How will they be enforced? Never forget that you never know who is calling and how meaningful your positive handling of a phone call may be.

And if you’re in a bad mood, get someone to cover for you…..or let it go to voicemail.

Posted in Customer Service | Leave a comment

Going the Extra Mile

Posted on April 6, 2011 by admin

Isn’t it often true that our best and most memorable learning/teaching examples are from our own experiences. I am finding this to be true for myself as I make observations regarding customer service and care. Just the other day I was visiting a watch shop in Gurney Plaza in Penang. I had left my son’s watch at this shop where we bought the watch originally. He had broken the strap and needed a new one. My son is 8 years old, so he needs the watch attached to his arm. If you have young boys you know what I mean.

Anyway, they told us they would have to order the band from KL and it would take a few weeks. About 2 months later they called us to tell us that the watch band was no longer made. I was ok with the fact that it took 2 months to find out that simple answer, but when we returned to the shop to pick up the watch without a band, the store clerk simply gave me back my son’s watch and said nothing. I asked if they had another band or any other options and she said “no, sorry”. I have 4 children and had already bought 3 of them watches from this shop. I also bought a watch for myself from this same shop. That day I left the shop and went to another shop later in Queensbay Mall that was able to help me find a band that worked with my son’s watch that they had in stock. The lady there was very helpful.

So, later, I’m thinking…”why didn’t the lady at the first shop offer me any suggestions?” If she really valued the customer she would do everything she could to help me with my problem. She could have suggested another shop that carries other bands or a big discount if I bought my son a new watch….something to try and help me. In customer service this is essential. Going the extra mile….doing just a little bit more can be very meaningful. Often times it is not the “big” things that are memorable, but the apparent “small” things. But no, she simply says, “no, sorry”. Recently on Twitter I read a good comment about caring for customers and it made me think about the Stephen Covey concept in the 7 Habits of Highly Effective People: Begin With the End in Mind. In customer care we should see the customer and imagine what is the end result I want them to have. Normally it is their need or needs being fulfilled as best as possible as they experience our service or product.

The end for me in this experience at this particular watch shop was not good. As a result, I will think twice before doing business there again. I am pretty sure they are totally unaware that they lost a customer that day!

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Really listening to your client can make the world of difference

Posted on April 5, 2011 by admin

The other day I was at a business to inquire about the cost for some printing regarding a project that we had coming up. The context here is that I had already done some business with them. At a previous visit, the particular person that was helping me answered a call on her hand phone while we were in the middle of our discussion. Ok, once I can handle…..maybe she’s really busy. But, one this particular day she answered her h/p again and pretty much while I was in the middle of a sentence talking about this potential project! I was amazed. She gave me that classic “just a minute look and hand gesture”.

What is it about the hand phone that makes it take such priority? Everyone has a h/p these days….and most are basically rude with them. But, when it comes to business and serving your clients it is pretty clear in my book….DON’T ANSWER YOU HAND PHONE IN THE MIDDLE OF TALKING ABOUT BUSINESS WITH A CLIENT! Is it really that hard? Why does a client calling take precedence over a live person standing in front of you?

Ok, maybe it is your mom. That I understand, but other than her, why answer? Be sure and always keep in mind what is your priority. Actions always communicate louder than words.

So, what did I do. I would have still given them the business, but I was a little more motivated to search…..and through my search found a better quote with a quicker turn-around time. This particular business is in the same building where I office and well, it’s convenient. But……

If you need printing in Penang, go to: http://www.emageprint.com.my/

Posted in Customer Relationship Management | Leave a comment

Responsiveness vs. Proactivity

Posted on March 30, 2011 by Ashley

A classic challenge in the corporate world is the care for company unity, especially between management and non-management employees. It seems to be a challenge that exist in most larger-sized companies. When there is not good agreement, unity, and cohesiveness between management and non-management, all kinds of issues can arise. How motivated are your customer service personnel when they are not content in general with their company situation? To provide excellent customer service, companies must address every aspect that effects the delivery of customer service.

So, instead of just responding t issues, how can a company be more proactive in building company cohesiveness and unity?

Here are a few issues that management can address to improve customer service:

1. Here in Malaysia, transparency (telus) is a current topic in government. But my observation is that most people desire greater transparency on every level. So, if management can become more transparent than the situation will improve. One way to do this is to give explanations for big decisions and with adequate advance notice. You do not want your company personnel to feel like they were an afterthought. If changes are considered regarding company policies, surveying company staff propagates harmonious feelings.

2. It may be worth it to hire outside firms for certain functions involving the management and non-management relationship. Outside consultants are almost always in a better situation to be unbiased and neutral.

3. Good communication in all aspects is always a benefit. What are your current methods and procedures for communicating with all personnel? Are they effective? Do they need to be revisited? Maybe some type of technological investment is warranted. When employees feel “out of the loop” they will not be motivated.

4. Listening. How are you currently allowing a real on-going listening to occur with your personnel? Usually suggestions boxes, for example, have minimal value. Sending management representatives for a sort of “community meeting” is ideal, but takes more time. A key here is employees genuinely feeling they can express issues or feelings without any retribution. I have found that this is sometimes a practice that is hard to break in some cultures. However, it is critical if the company wants to really have unity. When employees fear that management may single them out if they speak openly regarding issues, then only a certain level of real cohesiveness will be achieved.

5. Deliver what you promise. One of the easiest ways to undermine the confidence of employees is to NOT deliver on what was promised. Simply do not make promises until you are sure you can deliver what you promise.

6. Don’t view employees as a tool to be used, but think how you can develop them in their own personal and professional development. Jim Collins speaks of this in his book Good To Great regarding “Level 5 Leadership”.

Check out http://www.jimcollins.com/article_topics/articles/good-to-great.html

Finally, implementing all these aspects and practicing them on an on-going basis will develop a corporate culture that will bring greater success to the company as a whole and to each individual staff.

Posted in Corporate Affairs, Customer Service | 1 Comment