Hey, It's not my job!

This is a story about four people named Everybody, Somebody, Anybody, and Nobody.

There was an important job to be done and Everybody was asked to do it. Everybody was sure Somebody would do it. Anybody could have done it, but Nobody did it.

Somebody got angry about that, because it was Everybody's job. Everybody thought Anybody could do it but Nobody realized that Everybody wouldn't do it.

It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.
Source: www.comedy-zone.net

Who’s job is it? All of ours. When we need to get to the bottom of an issue, it is not abnormal to go to Client services or sales to get an answer and communicate the information you received back to the customer. I have led Sales to new clients or added services to a customers program. This is not unusual, as this is how teams work together. The 4 people in the above story remind me of places I have worked at in the past. Where everyone knew it wasn’t their job.

Build a relation ship…Tips

From the “ Customer Service Advantage”

Four ways to Build relationships and loyalty in short spans of time:

In our business we are the first face of our services so we are responsible for maintaining the relationships the Client Service Managers have established.

Use your time well

Be a wizard at alternative solutions.
Use these four tips to build relationships and customer loyalty during short interactions:
Being creative often means you save customers time and/or money- they will stick around for that.
Brainstorm with co-workers in your department and outside for alternatives to situations that arise.

Listen then repeat

Customers are under pressure to cut costs, save money, do more, etc., in their lives and work.
They want/need a sounding board when they complain or explain their issue.
If you act as one and prove you heard them by repeating their story, they will take your advice and come back for more.

Deliver small acts of kindness
You don’t have to give away the store, but you can build goodwill by giving something useful from time to time. For instance we have a new feature that may help them down the road. If you briefly explain the new feature they will become interested in it and want to know more. Guide them to the customer portal for more information.

Give your best customers a voice

This is the time to make your best customers feel more even more valuable.
Ask them to post on the forum page to let others know how the system works for them and how they get the most out of the service. This feedback will be very valuable to improve customer service and help maintain a healthy relationship with the clients.

Source: “Soothing the Savaged Soul: Customer Love When Times are Tough” by Jeanne Bliss, The Customer Service Institute of America’s Customer Service Excellence, 02/09.