The Great Global Recession has rumbled through the world's economies like a freight train out of control and wreaked havoc with businesses both large and small in every industry. Fewer customers are spending less and demanding more satisfaction with every purchase. And as companies continue to reduce the size of their workforces, employees are challenged as never before to maintain and improve customer satisfaction. How can employees at every level in a company contribute to delivering "uniquely human" customer service? How can they learn to overcome using robot-like responses to address customer service issues? What must every employee learn to do to help transform their company's customer service into a competitive advantage? In his book, The Robot Syndrome, John presents a highly practical set of Adaptive Service Principles and companion Pointers to address what may be today's most pressing business issue. Using an entertaining combination of wit, common sense, and practical advice, he presents a new way to help companies achieve and sustain the highest possible level of customer satisfaction. By using the principles and pointers that he sets forth, individuals will become more adaptive and will learn to unleash the power of their minds and the uniquely human traits of their hearts, one customer interaction at a time.

THE ROBOT SYNDROME

how to overcome it and provide uniquely HUMAN customer serviceBy JOHN J. MIKSA

AuthorHouse

Copyright © 2009 John J. Miksa
All right reserved.
ISBN: 978-1-4389-9889-3

Contents

Prologue...................................................................xiIntroduction...............................................................xviiADAPTIVE SERVICE PRINCIPLES(tm)............................................1Principle One - Be Consistently Well-Mannered..............................3Pointer - Maintain A Positive Mental Attitude..............................7Pointer - Use Your Customers' Names........................................9Pointer - Less Arguing and More Apologizing................................11Pointer - Patience Is A Virtue.............................................12Pointer - You Are The Face Of Your Company.................................13Pointer - Impressions Are Important........................................15Pointer - Civility Begets Civility.........................................16Pointer - Remember, Mom Said To Say Thank You..............................18Summary....................................................................18In Review..................................................................20Principle Two - Have Empathy...............................................21Pointer - Experience Your Own Product......................................23Pointer - Use The Empathy Question.........................................25Pointer - Communicate Change...............................................26Pointer - Look Up To Customers, Not Down...................................27Pointer - Say You Are Sorry................................................28Pointer - Shop The Competition.............................................29Summary....................................................................30In Review..................................................................32Principle Three - Manage Expectations......................................33Pointer - Be A Change Scout................................................36Pointer - Avoid The Substitution Trap Door.................................38Pointer - Reset Expectations...............................................40Pointer - Be Realistic.....................................................41Pointer - Know Your Own Product............................................43Summary....................................................................45In Review..................................................................47Principle Four - Anticipate Needs..........................................49Pointer - Know Your Customers..............................................51Pointer - Know Why Customers Want Your Product.............................53Pointer - Observe Everything You Can.......................................54Pointer - Trust Your Instincts.............................................55Pointer - Learn It and Log It..............................................56Summary....................................................................57In Review..................................................................59Principle Five - Fill Needs................................................61Pointer - Do Your Part.....................................................64Pointer - Think Creatively.................................................65Pointer - Stay Positive....................................................66Pointer - Think Functionally...............................................67Pointer - Ask Your Customers For Clarity...................................68Pointer - Get Help From A Colleague........................................69Pointer - Suggest A Competitor.............................................70Pointer - Slow Down and Get Better.........................................71Pointer - Don't Be Afraid To Up-Sell.......................................74Summary....................................................................75In Review..................................................................76Principle Six - Listen, Listen, and Listen.................................77Pointer - Ask For A Repeat.................................................81Pointer - Validate What You Heard..........................................82Pointer - Let Humor Lighten The Moment.....................................84Pointer - Keep Eye Contact.................................................87Pointer - Give Yourself Feedback...........................................89Pointer - Check Your Own Body Language.....................................90Summary....................................................................92In Review..................................................................94Principle Seven - Close The Loop...........................................95Pointer - Check Your Fax...................................................98Pointer - Manage Third-Parties.............................................99Pointer - Increase Your Chances For Success................................101Pointer - Use Thank You Bookends...........................................102Pointer - Assure Substitution Satisfaction.................................103Pointer - Send A Personal Note.............................................105Summary....................................................................106In Review..................................................................107Principle Eight - Turn Problems Into Opportunities.........................109Pointer - Calm Your Agitated Customers.....................................112Pointer - Make It Better Than Before.......................................114Pointer - Involve Your Customers In Problem Resolution.....................116Pointer - Let Your Customers Help You To Improve...........................117Pointer - Learn From Your Mistakes.........................................119Pointer - Expect The Unexpected............................................120Pointer - Use Common Sense.................................................121Summary....................................................................122In Review..................................................................124Closing My Own Loop........................................................125Acknowledgements...........................................................129About the Author...........................................................131

Chapter One

Be Consistently Well-Mannered

Over the past several years, I have noticed some changes to our routine vocabulary as it relates to serving customers. For instance, I seldom hear "I'm sorry", "I apologize", "please", and "thank you." What I do hear is a never ending use of the word "like." You may have heard some variation, such as "I was like", "she was like", "he was like", "you were like", "they were like", "we were like", "it was like", and so on. This is no longer just a California, valley girl idiosyncrasy. I hear it all over the country, and across many age groups. It is a bit unnerving when this speech pattern emerges from the mouth of a fifty-something person.

Another change that comes to mind is the use of the phrase "no problem" as a substitute for "you're welcome." It is true that in many circumstances, colloquialisms may be perfectly acceptable. I submit, however, that saying "no problem" to customers runs the risk of suggesting to them just the opposite. Why would you want to leave customers with an impression that you might have thought that maybe they actually were a problem...