(As I proofed this blog, I became concerned people would think I was calling my customers zombies. Far from it. I am only using the current pop culture theme of zombies humorously to portray some of my heartfelt rules for customer service. Please keep this in my as you read my first blog entry…)
The main character in the movie Zombieland, named Columbus, has mastered survival in a post-apocalyptic zombie world largely due to his obsessive compulsive traits.He attributes his unlikely survival to a list of “rules” he authored to survive a place where zombies significantly outnumber humans. Columbus' ability to remain alive is the reason he is one of my customer service heroes.
Columbus’s Rule number two is “Double Tap”, meaning one gun shot to a zombie is usually not enough and should be followed up by a second pop. This sums up one of my main customer service rules which I now call “Double Check”. After correcting a technical issue with a customer, I always try to check back a second time to make certain the issue did not re-occur and to see if there are any follow up questions. Any question I can answer often averts a major issue in the future or reveals a new problem that hasn’t become crippling for the customer…yet.
Rule number 8 is “When in Doubt, Know your way Out” refers to making certain one knows the way out of any building or room, so that it is faster to escape zombies. Zombies can pop out anywhere at any time. If you are prepared with an exit plan, you have one less thing to worry about. Same is true for customer service issues. One time I received an urgent tech support call while in the men’s room. The caller needed the password for the encryption software and was on the way to meet with the client. I was able to address the issue at that moment because I had already put the credentials into my Blackberry.
Rule number 10 is “Check the back seat”. In a zombie infested world, it is a common escape tactic to jump into any car and speed away from a horde of ravenous undead. However, the effectiveness of this is negated of there is already a zombie in the back seat. Checking the back seat is also a wise customer service move, and can lead to more customer service satisfaction if done on a regular basis. For example, if you find yourself with a client correcting an issue, always check to see if there are any other problems you can fix while you are there. This is particular stunning when you fix an issue the customer knew about and another one they missed.
Rule number 11 is “Enjoy the little things”. Surviving in a world full of creatures that want you to be breakfast, lunch, dinner, and snacks is demoralizing and can make you crazy. This, at times,is the world of customer service. So take the time to enjoy customer service successes and the praise from a satisfied client.
I am not saying that customers are zombies (although many would argue they sometimes act like them – I am getting to this point soon) nor am I saying customers are soulless and hell-bent on eating customer service reps alive (well, maybe deep down we all feel that sometimes but I will discuss that in a later blog.) I am saying all of us can act like a zombie when facing a crippling issue. If my hard drive crashes I cannot do any work and I am consumed by this one need to get back to work; any delay in resolution makes me more and more crazy, much like a zombie.
Please post any experience you have had in which you helped a zombie or became one yourself.
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