HEARD Technique – Good people make mistakes. Here is how to recover from an unhappy customer experience.
Chronic Complainers – How to deal with chronic complainers
Customer Service Tips – General customer service tips
DISC Personality Type – Understanding how people think allows you to better relate.
Orion Survey for Job Applicants – Survey for job applicants.
Email Etiquette – Guidelines for professional online communication.
Call Flow – Guidelines for professional online communication.
Refer a Friend – Referral program for our customers.
How To Handle Angry Customer Service Complaints – Good tips on how to reply to angry customers.
It doesn’t matter how good of a maid service we are: Good people make mistakes. Whether you’re at fault or not, it’s in your best interest to make things right for your customers.
Hear – Let the customer tell their entire story without interruption. Sometimes, we just want someone to listen.
Empathize – Convey that you deeply understand how the customer feels. Use phrases like “It’s ok to feel that way. I’d be frustrated, too!”
Apologize – As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset). Inform them that you will look into this immediately (do not promise anything on the first call because you need to gather more information first).
Resolve – Resolve the issue quickly. If it is our fault, don’t be afraid to ask the customer: “what can I do to make this right?”
Diagnose – Get to the bottom of why the mistake occurred, without blaming anyone; focus on fixing the process so that it doesn’t happen again!
Note: Apply HEARD Technique when dealing with staff issues.
Optimists see: A glass half full.
Pessimists see: A glass half empty.
Chronic complainers see: A glass that is slightly chipped holding water that isn’t cold enough, probably because it’s tap water when I asked for bottled water and wait, there’s a smudge on the rim, too, which means the glass wasn’t cleaned properly and now I’ll probably end up with some kind of virus. Why do these things always happen to me?!
The constant negativity issuing forth from chronic complainers presents a huge challenge for those around them. And nothing makes chronic complainers happier than being more miserable than their friends. Trying to remain positive, motivated and productive amid a constant stream of complaints and dissatisfaction can try anyone’s patience.
Following are three essential survival tips that can help those who deal with chronic complainers manage a very difficult situation:
Understanding the Chronic Complainer Mindset
Despite how difficult their complaints are for those around them, chronic complainers do not usually see themselves as negative people. Rather they perceive themselves as forever being on the losing end of things, as drawing the short straw on a daily basis. Therefore they see the world as being negative and themselves as merely responding appropriately to annoying, aggravating or unfortunate circumstances.
Even those chronic complainers who do recognize their prodigious complaining output truly believe their unlucky lot in life more than justifies expressing their dissatisfaction to those around them. After all, it is they who have been saddled with more problems and misfortune than most.
Survival Tip #1: Do not try to convince a chronic complainer things are “not as bad” as they think they are or suggest they are “over-reacting” to events and situations. This will only compel him or her to mention 10 additional complaints or dissatisfaction you have not yet heard about, that might give you a better understanding of how terrible their lives actually are.
Understanding What Chronic Complainers Want
Chronic complainers complain to those around them because they seek sympathy and emotional validation. In other words, they want you to validate their experience, to tell them that indeed their glass was chipped, that, yes, they were given tap water rather than bottled water and that, in fact, they should probably get a good night’s sleep so they can ward off whatever germs were embedded in that smudge on the rim.
Survival Tip #2: The quickest way to extract yourself from a complaining soliloquy or shorten a grumble-a-thon, is to validate their feelings, express sympathy (which must sound authentic or it will not do the trick), and then redirect the complainer to the task at hand. For example, “No one picked up when you had called our office!? Gee, that’s incredibly annoying! I know it’s hard to shrug off those kinds of things but the phone call tsunami we received earlier is over and now you have my complete attention. Let’s talk about that cleaning issue you had emailed us earlier…”
Understanding what Chronic Complainers Don’t Want
Most chronic complainers truly see their lives as being full of hardship and challenge. Chronic complainers’ perceptions about their hardships are deeply embedded in their personalities and sense of identity. Therefore, although they tell others about their problems all the time, they are not really looking for advice or solutions.
Even when your advice would actually resolve a problem for them, chronic complainers will not be especially happy to hear it: Anything that takes away some recognition of their “hardship” will be experienced as threatening to their identity and even to their sense of self. Therefore, they often respond to sound advice either by explaining why the suggestions won’t work or by actually becoming upset that the person offering it doesn’t understand how unsolvable their problem actually is.
Survival Tip #3: In the majority of situations (there are some obvious exceptions), you should avoid offering advice or solutions and stick to sympathy and emotional validation. However, even chronic complainers sometimes encounter authentic problems and make legitimate complaints. In such cases, when distress is warranted, offer sympathy followed by brief but pointed advice and it will probably be accepted and appreciated.
Customer Service Tips
When customers call us, they are NOT just buying our housecleaning services, they are buying the WHOLE Dallas Maids’ experience.
From the first friendly phone call to the final followup quality check calls, the customer service you provide and HOW you communicate with our awesome customers is as important as the cleaning service provided in their home. Since you are an important part of the whole, people are actually buying YOU. That is why your customer service is critical.
Here are helpful customer service tips prepared by Diana of Dallas Maids (Thank you Diana!). May these tips take your customer service to the next level.
FIRST IMPRESSIONS LAST A LIFE TIME – they can make or break you
Take this opportunity to showcase your professional and social skills. Not only will this impression imprint with our customer but it will help them make a business decision as well.
SPEAK WITH A SMILE!!
Speaking with a smile will make your voice sound more welcoming than usual.
Good posture will have an impact on the sound of your voice!
EMPATHY – the ability to understand and share the feelings of another
When speaking with an upset customer, take the time to acknowledge their feelings and making their issue yours (this will help your resolution and ensure the issue doesn’t happen again)
When providing a resolution, always try to give the customer a choice, this will make them feel more comfortable with the possible outcome.
We can hear a person talk all day, but are we really listening?
Paying attention to detail is the key to a one time resolution!
If you are not sure, you can always repeat what the customer said just to ensure you have a clear understanding of what happened and how you can prevent it from happening again.
- Only 1 in 10 companies are able to answer questions in the first reply
This is why it is imperative that we check all forms of communication!
- 99% of companies do not follow up on customers to see if they were satisfied with the response.
This shows how important it is to follow up with our customers when an issue is brought to our attention. As well as following up with them once the issue has been resolved.
Learning your personality will help you adjust to the personality of whomever you are speaking with, weather it’s via phone, email or in person. The four personality types are:
Which one are you?! How do you respond? Read this insightful article on Using Personality Profiles to Personalize Customer Interactions.
Paying attention to the feedback we are given shows the customer how much we care, not only for them but our employees as well. The value on both ends is important to retain a successful business relation with our customers.
- Respond to all customer service questions
- Inform the customer that their email/feedback has been received
- Follow up on the customer
- Answer all questions on the first response
- Make it easy for customers and the ladies to contact you
- Focus on quality, rather than quantity and time
Here is a link that we can all relate to when it comes to customer service
DISC Personality Types
DISC personality profile is a non-judgmental tool used to determine people’s behavioral differences, allowing you to better relate. The DISC Personality Test is ideal when hiring, ensuring Dallas Maids hires individuals who are a good fit, culturally. Here are definitions of the four factors measured.
Describes the way you deal with problems, assert yourself and control situations.
The Dominant “D” type is an outgoing, task-oriented individual will be focused on getting things done, accomplishing tasks, getting to the bottom line as quickly as possible and MAKING IT HAPPEN! (The key insight in developing a relationship with this type person is RESPECT and RESULTS.)
Describes the way you deal with people, the way you communicate and relate to others.
The Inspiring “I” type is an outgoing, people-oriented individual loves to interact, socialize and have fun. This person is focused on what others may think of him or her. (The key insight in developing a relationship with this type person is ADMIRATION and RECOGNITION.)
Describes your temperament – patience, persistence, and thoughtfulness.
The Supportive “S” type is a reserved, people-oriented individual will enjoy relationships, helping or supporting other people and working together as a team. (The key insight in developing a relationship with this person is FRIENDLINESS and SINCERE APPRECIATION.)
Describes how you approach and organize your activity, procedures and responsibilities.
The Cautious “C” type is a reserved, task-oriented individual will seek value, consistency and quality information. This person focuses on being correct and accurate. (The key insight in developing a relationship with this individual is TRUST and INTEGRITY.)
Orion Job Applicant Survey
Finding the right people is key to customer satisfaction. Dallas Maids employees Orion Systems behavior and driving forces survey to help ensure newly hired cleaning techs are the right fit.
The Orion Systems Survey is an eighty-question opinion survey that was designed by lawyers, statisticians, and psychologists to assess a job candidate’s likelihood of demonstrating problematic behaviors in several different areas. The goal of the Orion is to alert employers to these potentially problematic and unacceptable employee behaviors as well as highlighting positive tendencies in those same areas before a hiring decision is made.
The areas that the Orion PE 3 SAFE CS Report looks at are:
- Employee Theft Attitude
- Employee Workplace Drug Use Attitude
- Safety and Risk Avoidance
- Supervisory Attitude
- Work Attitude
- Customer Services Attitude
- Prospects for Long Term Employment
The Orion System has proven to be an invaluable resource for our clients in the following industries:
- Residential Cleaning Services
- Commercial Cleaning Services
- Home Health Care
- Assisted Living Facilities
- Pet Sitting and Walking Services
Orion users have seen the following changes since implementing Orion into their hiring process:
- Fewer complaints from customers about theft
- Increased employee retention and tenure
- Improved customer service
- Improved training effectiveness
- Lower tardiness and absenteeism
- Fewer background check failures
- Improved workplace safety – leading to less worker’s comp claims
- Less workplace drug use and its negative consequences
- Fewer employee terminations
1. Use professional salutations like “Hi” or “Dear”.
2. Always thank the customer for their email or for responding to our email.
Thank you for your-email.
Thank you for communicating with us.
Thank you for your quick response.
3. Make sure to answer all of the customers’ inquiries.
4. After answering their concerns, confirm if they have other questions or concerns.
Please let us know if you have any questions.
5. Use closing remarks.
6. Always indicate your name after the closing remarks.
Best regards, Analin
7. Make sure to have the email signature after your name. In our webmail, the email signature goes to the bottom part of the email so make sure to cut and paste it to show under your name.
Best regards, Analin
Analin Joy De Leon Customer
Service and Sales Trainer
Tel. No.: 469-487-6669
8. Ensue that grammar, spelling, spacing, and punctuation marks are correct.
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