Coast Capital Savings: Bank Services Down, Customer Service Up

Posted on January 30, 2013 Written by Leave a Comment

You need to upgrade your bank system. You can’t avoid it. You can’t do it in “phases” and you need to shut down your banking services for 2.5 days. Keeping people from their money…this can’t go well. And this is exactly the situation Coast Capital Savings find themselves in as they look to move to a new banking system. What’s a financial institution to do?

HOW WE GOT HERE:

On January 24th, the face of Coast Capital’s customer service, Julie, let the Twitterverse know that work to improve their banking services would impact their customers over a period of 4 days. This Twitter is used almost strictly to respond to customer queries, doesn’t tweet on the weekends and, during the work week, isn’t overly active either (some days, a single tweet. Average, I’d say 3 tweets). Were they up to the challenge?

Over on Facebook, on the same day, the news was shared as well. As of this writing (Jan. 29th evening), the post has been shared 85 times 47 people LIKE it and 48 comments. The good customer service news is half of those comments were from the bank responding to the the other comments, including a quarter of which were either negative or critical. As an organization, you have to take the good with the bad, and see it as an opportunity rather than something to shy away from. Did Coast Capital respond to all comments? Nope. But for those sharing their thoughts, sometimes there wasn’t anything to respond to. Instead, they just let them speak and left it on their Facebook wall. Nice.

CoastCapital 541x1024 Coast Capital Savings: Bank Services Down, Customer Service Up

And back on Twitter, the account has been a lot more active since the news of next weekend’s service disruption. Could they be more active? Sure, but they seem to be addressing any tweets mentioning them. They even went further to comment on my previous blog which was where I was originally alerted to this whole thing. Really good to see the outreach goes to not only their social platforms, but also where the discussions are.

Photo1 6 225x300 Coast Capital Savings: Bank Services Down, Customer Service UpWell, I should mention that I am a member of Coast Capital Savings and the first I heard of this was a comment from a reader on The Upsell. Is that my fault? A little. I did receive a pamphlet in the mail explaining all the details. But, I found the information readily available once I started digging (it’s right there, clear as day on their homepage). So, whether old school or new school…they were pretty covered in their communications. Sure it sucks that they’ll be cutting services for 2.5 days, but they did a fairly good job of making sure we all knew about it and have any questions answered. Insert something here about lemons and lemonade.

THE CONCLUSION: Going steady – This could be the beginning of something major.
You’re good Coast Capital…oh you’re good. All that listening and engaging and being accessible, all the ingredients to proper customer service, especially during crisis communications. Could you share a little more, connect a little more, during peace time? Sure. But when it came down to when I really needed you…you…you were there for me.

Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

Filed Under: My Reviews, The UpSOLD! - Customer Service Kudos Tagged: , , , , , , ,

How Do You Define Customer Service?

Posted on February 25, 2012 Written by Leave a Comment

Recently I did a blog post about definitions, and whether it’s Wikipedia, Dictionary.com, or one of those stuffy academia types,  it’s important to go back to the source.

“The provision of service to customers before, during and after a purchase.” – Wikipedia

“Assistance and other resources that a company provides to the people who buy or use its products or services.” – Dictionary.com

“The assistance and advice provided by a company to those people who buy or use its products or services.” – Oxford Dictionary

“Nada, zip, zilch” – Merriam-Webster (apparently don’t define “customer service”)

But what’s also as important is listening to your customers. How do you define customer service. If businesses had a better understanding of what you’re looking for, would they be better prepared to offer it?

Over to you:

people speaking at once 300x290 How Do You Define Customer Service?

What are your customers saying?

@lemonzestlady – Really CARING about cust. needs/wants. Doing everything to convey: I CARE, YOU and your satisfaction are important 2 me.

@koltie – a real and interesting conversation. Listening.

@toomuchrock4one – Good customer service=feeling listened to and having my questions answered honestly or admitting that they don’t know the answer.

@PatrickTussie – Good customer service: Eye contact, genuine smile. A “welcome to my home” attitude. Polite, courteous, knowledgeable…

@kevwrites – Nobody goes to bed angry.

Corey James Rolston Smile and a wink! But if it’s a waiter it’s awkward.

Emily Skey Outstanding customer service is when you feel like you should reciprocate and do something nice for the ‘server’ in return. You forget it’s their job.

Scott McDonald To be treated as you would like to be treated. In order to do that the server, adviser, etc MUST qualify you – Why are you there? Who are you buying for? What are your likes/dislikes? Are you buying now or later? Why are you buying? So, in a sentence: Good customer service is that which quickly, but patiently and unobtrusively identifies a customer’s real needs and then exceeds them.

Doug Brown Good customer service is when I walk out feeling like I am their most important customer and I therefore become their salesman in the market.

Krista Waddington Johnston Genuinely giving a s**t about your customer and their needs. And as Scott said, exceed them.

Though these definitions are all different, they do have some pretty similar themes: genuine, feeling of importance,  exceeding expectation, really caring…and it’s not like we haven’t heard all this before. The issue is that we keep hearing these things.

 

Filed Under: My Tips Tagged: , , , ,

A Customer Service Love Letter to Business

Posted on February 14, 2011 Written by Leave a Comment

Dear Business, Small, Medium or Large (I’m not judging),

Are you trying to make me happy? Do you want this to go somewhere? Do we have a future together? Whether you want to admit it or not, we’re in a relationship. Good or bad, it’s what we’ve got. And as we celebrate Valentine’s, it’s a great time to think about how you’re treating me.

Remember this: Tweet Others How You Want to be Tweeted

With the rise of social media, businesses and individuals have the opportunity to engage and build relationships more than ever. That also means focusing on respect, empathy and effort are more important than ever.

loveletter 150x150 A Customer Service Love Letter to Business

Choo-Choo-Choose Me.

For example, don’t wait to get caught before doing the right thing. In a L.A. Times article, United Airlines were shown not putting their customers first, waiting until the media called them on their mistakes.  As in any relationship, people are a lot more forgiving if you admit a mistake and endeavour to never do it again.

Anyone and everyone in your organization can do it. If a millionaire hockey player can take the time to care and engage, treating his customers right, so can you.

This isn’t the time to be a commitment-phobe. No need for cold feet. Engagement is about connecting with others – listening to concerns, sharing solutions, providing insight or in some way adding value. How could that not make our relationship better?

Tweet others how you want to be tweeted. It’ll pay off for both business and customer.

Sincerely,

Your Customers and Clients

A Customer Service Love Letter to Business
Filed Under: My Tips Tagged: , , , , , , , , ,

Love the Haters: Why Criticism is a Good Thing

Posted on September 27, 2010 Written by 2 Comments

A customer says something bad about you, for all to see. What do you do business?  What do you do?

Multiple Choice Question:
A)   Ignore it.
B)   Listen and acknowledge the complaint.
C)   Engage to determine the problem so as not to do it again.
D)   Sever all contact and go about your business like it never happened.

hide 150x150 Love the Haters: Why Criticism is a Good Thing

The old "if you hide, they'll go away" strategy

I was really excited about the release of Netflix to Canada. I’m a movie freak that was going to get an onslaught of films.  Hell, their twitter account started following me the day before they begin the rollout. It was all very exciting.

Well the product didn’t have the variety I was hoping for and they hit a public relations hiccup by paying actors to be enthusiastic members of the announcement audience…so I tweeted. I tweeted my displeasure. What did Netflix do? They stopped following me.

“Social” in social media means to engage.

Did I have a reason to be annoyed? Of course I did, I’m a paying customer. What should they have done? Either responded to my criticism or, at the least, listened. I understand it’s a big day for the,m so you may not see every tweet but you must have seen mine or you wouldn’t have unfollowed me.

I’ve spoken with people that are nervous of criticism online. A bad comment that sits on their Facebook wall, a verbal attack on Twitter…but these aren’t bad thigns. This is an amazing opportunity to clarify information, find out how you can better your product/service and show your customers you care. A chance to show your human side. They obviously care or they wouldn’t have complained.

Netflix went with “D”, I suggest “C.” If a customer has something negative to say, look at it as an opportunity to build a relationship, not to end one.

Love the Haters: Why Criticism is a Good Thing
Filed Under: My Tips Tagged: , , , , , , , , , ,

Cheque Please! Great Waiters Make Great Social Media Gurus

Posted on September 20, 2010 Written by 2 Comments

That amazing waiter you just had who knew how to talk to you, didn’t push, kept you informed, fixed that little issue you had and made you want to come back? He could do great things for you online.

Think about the skills a great waiter brings to the table (pun intended):

  • Reads the “tone” of the table (i.e. how one person maybe approached differently than another)
  • Suggests and solves, doesn’t sell.
  • Portrays positivity.
  • Presents professionalism
  • Adds a bit of personality.
  • Ensures it is about the customers’ experience, not the restaurant’s bottom line or the servers’ tip.
  • Communicates honestly when a part of the night fails (food, wait times, etc.) and initiates dialogue on how to fix the situation.
server 150x150 Cheque Please! Great Waiters Make Great Social Media Gurus

Would you like Facebook with that?

How is this not social media 101? This is the type of person you want speaking for your brand. This is the approach your company should be taking with their customers, potential or otherwise, to build a relationship and keep them coming back. Restaurants have “regulars” for a reason.

Social media is a tool of engagement. It’s the person using the tool that makes it successful.

And please, tip your social media expert.

Cheque Please! Great Waiters Make Great Social Media Gurus
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Getting Engaged Episode 4 & 4.5: Is Twitter True Engagement / Personal vs. Business Brand

Posted on September 6, 2010 Written by Leave a Comment

It’s “twofer” week four for Getting Engaged – Online, in Life and at Work. Doug Brown from Copeland Communications was nice (and brave) enough to join us as our first guest. In fact, we were on such a roll, we decided to do two shows with Doug.

For the first show, we discussed whether Twitter allows for true engagement? This topic sprang from Doug’s blog post and posed question, “Is the answer to double the number of characters you can use on Twitter?”

What do you think?

For the second show, creatively called “4.5″, we touched on a topic Doug is very passionate about: the argument on whether you should speak as an individual or as your company. I’ve heard a few arguments on this but I’m inclined to agree with Doug and Yukari on this one.

Do you need more room to express yourself on Twitter to engage with your customers? Other businesses?

Do you blog as a person or as the company you represent? Which is the best way to engage with customers?

Getting Engaged Episode 4 & 4.5: Is Twitter True Engagement / Personal vs. Business Brand
Filed Under: Follow Ups Tagged: , , , , , , , , , , , , ,
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