Acorn-Oak Business Services Ltd.

The traditional tools of customer relations professionals are quickly being taken over by Twitter and other social media. It’s imperative these days for major corporations to monitor tweets and Facebook because there are too many examples of complaints going viral. In most cases, the client turns to social media in frustration. The best way to avoid that is to communicate promptly and personally when a customer has a problem. A quick call, or a non-generic e-mail will buy you some time to investigate (if necessary) and to respond in detail to the claim or complaint. If your customers feel they are being heard, they will be less inclined to publish the complaint for all the world to read. 

Cheers,

Elizabeth

When you’re researching customers’, passengers’ or guests’ reports of service failures, how often do you find yourself wasting time waiting for replies?

Simplify your work day by addressing only one issue per e-mail message. If you need help from Housekeeping or Central Baggage Tracing on two or three different clients’ problems, send two or three different e-mails. Why run the risk that your colleague might overlook one of the questions? Or maybe it will take him or her a little longer to find the answers about one of the incidents, whereas the report about the others are readily available. A simple tip to simplify your work. 

Join Acorn-Oak Business Services for a Customer Service Productivity workshop in Orlando on April 20 and 21, 2010. Details are on-line at www.acorn-oakbusinessservices.com

Cheers,

Elizabeth           

It’s finally being recognized that multi-tasking is counter-productive. Trying to do three or four or more things at once is stressful, and you’ll actually accomplish less ! Maintaining your focus on the task at hand will ensure you avoid any missteps. We all knew that all along — but now we don’t have to feel guilty when we say “I’ll be with you in a minute.” 

If only we could stop people from talking or texting while driving their cars…

Cheers,

Elizabeth

www.acorn-oakbusinessservices.com

Self-care is essential when your job involves responding to complaints and resolving claims all day. Your attitude will impact your productivity, your success and your health. Whether you work in a call center or a home office, a busy hotel or a hectic airport, ensure you have something familiar to focus on when you need a stress-relieving mini-break. It could be a small photo of your kids or pet. Or maybe it’s a seashell from a recent relaxing trip to the beach. Touch it, take a deep breath, remember what’s important in your life and you’ll feel refreshed. Take care of yourself and you will take better care of your customers, passengers and guests.

Cheers,

Elizabeth

www.acorn-oakbusinessservices.com

Service is all about treating people the way we’d like to be treated. Resolving claims and complaints becomes a little easier and a lot more personally satisfying when we try to understand the client, customer, passenger or guest’s point of view. As I often say in training classes and coaching sessions, make a connection with your customer. Find a point of agreement. Empathize. Saying “I’m sorry to hear about this” or “I understand how disappointing that must have been” is not an admission of wrongdoing or acceptance of liability. It is your opportunity to ensure there is a connection on a personal level before moving on to the business of resolving the issues. Connect with your client. You’ll be glad you did. 

Cheers,

Elizabeth

At Acorn-Oak Business Services, we believe that providing excellent customer-focused service is something that increases job satisfaction, productivity and profitability. This blog is designed to include items of interest to airline staff, travel industry personnel and all customer service professionals. We also invite you to visit our website at www.acorn-oakbusinessservices.com.