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The customer service experience is shared by all. All of us are consumers and some have the pleasure (or displeasure)of serving in the customer service industry. Customer service, on both sides of the fence, can be a difficult battlefield to navigate through. The Customer Service Champion Guru has created this blog, to share tips, tricks, stories, and support in order to gauge a better understanding and respect between managers, customer service reps, and consumers. There is no charge to follow this blog, your information will not be shared with a third party, and you will not find inappropriate content in this blog or its advertisements.

Wednesday, June 9, 2010

Tire Kickers Anonymous



Tire Kicker: An individual that poses as a potential client or customer without the intention of ever patronizing an establishment's services or products; Time waster;Resource vampire;Uses questionable practices to get a better deal. **Not to be mistaken with legit comparison or window shoppers.

If you've ever worked in sales or owned a business you've met or will meet the tire-kicker. If you have not you may be guilty of being one yourself!

There are many people out there like my mother that promises a salesperson to come back to make a purchase without the intention of ever returning. This is a practice I've tried to break her from, because it is dishonest and unfair to the person whose time she is wasting. It is much more appreciated to leave when a salesperson becomes too pushy or just say no. You're not going to hurt a salesperson's feelings (or shouldn't anyways) by saying no, and they would rather hear a no than waste their time or put something aside for someone with no intention of making a purchase.

Tire kickers waste money because time is money. The attention tire-kickers command takes time away from patrons with an intention to actually purchase ie: customers. There is nothing wrong with shopping around for a good deal or asking probing questions, but it is best to do this when an establishment isn't busy. You can get the information you desire without being a tire kicker:

1) Don't visit an establishment for information during peak hours.

2) Most sales oriented employees are paid on commissions: Do not think they get paid for customer service. They are paid based on their sales numbers and customers are people with money wanting to make a purchase.

3) Don't be demanding. If you have no intention of making a purchase you are not a customer.

4) Ask if a person works on commission. If they do and you are satisfied with their service, take a card and when you are ready to do business ask for them and insist upon dealing only with them. You will get the best service this way because commission based sales people appreciate this consideration.

5) Don't ask a lot of questions and act like you're buying if you have no intention on making a purchase when you enter the premises and then put down the salesperson or products/services.

6) Don't claim your reason for not patronizing products/services is because you can get a better deal somewhere else when its not true. The salesperson or manager may call the cited business and when you do go to the competitor they will know you are a lying tire-kicker. The competition isn't always interested in stealing business when the prospect is known to be difficult or dishonest.

Shopping around for a better deal or asking questions is not wrong. How many people go about it is what can be wrong. I am not making this suggestion to make life easier for salespeople but if you have a history of being difficult and have trouble otherwise getting a better deal, heeding this advice may improve your chances of getting what you want.

Tuesday, June 1, 2010

Self-Preservation with Kids

In recent years employers had become more flexible for parents to balance their responsibilities at home and the demands of work. This privilege was not given necessarily because employers wanted to be nicer to parents, it is more likely caused by a need to keep and maintain productive employees and a booming economy which gave unexpected grosses that could fund such privileges. Now the tides have turned, and so has the economy; Companies have been forced to tighten their belts and the employment market has turned in their favor. It is no longer necessary or often even feasible to offer the generous privileges we have taken for granted and the first area of cutbacks that will affect you directly are in the area of employee benefits.

Here are five tips to self-preservation for parents:

1) Don't take privileges for granted. Only take off time that you need and plan to readjust to the changes that may be necessary to preserve your employment.

2) Don't call in sick so you can be present for your child's sporting event or school play

3) Even if your employer has allowed you to leave early to pick the kids up from school in the past, it may be a good idea to find alternate arrangements.

4) Dentist appointments, Doctor's appointments, Orthodontists, tanning, manicures, and hair appointments should all be made on your personal time for dates and times you are not expected to be working. If an appointment is made for a time you are regularly scheduled to work, only confirm if it is necessary (surgery may be considered necessary. Your kid's orthodontist appointment or salon appointment is NOT considered to be serious by many employers). Then give your employer a minimum of two week's notice of the appointment.

5) Give as much advanced notice to any changes in your availability as possible

It is in your best interest to be more resilient and flexible right now. If you are up for a promotion and your single colleague is up for the same one, it may actually be more cost effective during the economic downturn for the single person to get the job. If your department is being downsized and you are one of those parents that leaves early on a regular basis, your job may be one of the first to go.

Of course you may surmise that a parent needs the job more than the bachelor, but this is a time when companies have to make the tough business decisions. By taking proactive measures to show your employer through actions that you take the position of the company seriously, and are able to make necessary adaptations in your work/home balance during these difficult times; You stand a better chance of preserving your standing in the company. You hear many stories of department shut downs and company closures, where individuals are offered the opportunity to maintain employment in another position or area. Employees that show they can adapt through adversity are the ones that are sometimes saved from being sent to the unemployment line.

Try to remember that its business and nothing personal and you are still enjoying the best time in the last few hundred years of western history to be a parent in the workplace. Missing out on some family activities may suck, but not as much as a pink slip.