Canadian Electrical Industry News Week

 

June 4, 2018

Jeff MowattBy Jeff Mowatt

Working with organizations for over 25 years to transform customer service culture, I’ve discovered that some employees — who would describe themselves as solid performers — actually have a habit of delivering more excuses than results. Unfortunately, your customers don’t buy excuses — literally. The more your team members rationalize poor service, the more they’ll cost your organization in trust equity. See if your employees use any of these six common customer service excuses. We’ll start with the worst offenders:

1. “It’s against policy”

Customer service policies must make obvious sense to customers. If not, overly restrictive and outdated rules practically invite customers to argue with employees or rant about your brand in social media. Set your policies around what’s best for your brand and best for customer loyalty. Don’t let lawyers establish your customer service policies. If you must have an unpopular policy, ensure that your employees understand it, can get behind it, and can easily explain it to customers. More importantly, train and empower frontline employees to overrule policies when common sense dictates.

2. “Our shipping people messed up”

Customers have zero patience for service providers who blame foul-ups on someone else, be it on co-workers in another department, or external suppliers/contractors who are part of your supply chain. Blaming others makes customers assume that they’ll get the proverbial run-around and intensifies their aggravation, making a bad situation worse. So take the opposite approach — accept responsibility. Say, “Looks like we messed-up. I’m sorry about that.” Most customers realize it wasn’t actually you who made the error, and they’ll respect the fact that you are nonetheless stepping up to own it.

3. “We’re swamped this time of year”

This excuse is similar to the recorded on-hold phone message you hear from call centres: “Due to high call volumes…” Essentially this excuse tells customers that the organization has experienced this problem repeatedly, but (since they don’t really care that much about customer experience) hasn’t bothered to do anything to fix it. That’s better left unsaid. Best to simply thank the customer for their patience, and get on with what you can do for them.

4. “I’m not authorized to do that”

In my customer service seminars we talk about employee status, and how it’s a mistake to put a customer at a higher or lower status than the service provider. Instead, you want employees to be viewed by customers as their trusted advisors. So when you need to ask higher-ups for input, explain to the customer that you want to look into this further to see what you can come up with. Then discreetly discuss the matter with your supervisor. When afterwards you report back to the customer, tell them, “Here’s what I came up with.” That makes customers feel like they’re dealing with an equal, not wasting their time.

5. “I assumed you wanted…”

Customers want service providers to help them make decisions. And in the case where customers view you as their trusted advisor, they even want you to make decisions on their behalf. But that only works when the service provider has discussed the customer’s needs and overall objectives. We earn the right to make assumptions after talking with the customer and gaining their respect. Paraphrase your understanding of their needs with words like “sounds like”. For example, “Sounds like you’d like to…” After you’ve done that, customers will be much more comfortable and confident with your assumptions.

6. “Sorry, I’m new here”

Actually, in this case customers will accept this excuse, which is why I put it last. Customers can be wonderfully compassionate when a newbie, who realizes something is taking longer than it should, apologizes for the delay and explains the situation. Tip: rather than saying bear with me (which sounds like an order), instead say I appreciate your patience. For example, “Sorry for the delay, this is my first week here. I appreciate your patience with me.” Now the customer feels like a hero for being nice.

Bottom line: in every organization things will occasionally go wrong that put customer relationships at risk. The key to preserving the customer connection is ensuring frontline employees are trained to recover trust. As for managers, revisit your policies to ensure they don’t force employees to automatically say no to customers when instead they should be looking for ways to say yes. After all, if you don’t satisfy that customer, your competitor will. Then you’ll have in bigger problems where excuses won’t matter.

This article is based on the bestselling book, Influence with Ease by Hall of Fame motivational speaker, Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com.

* The 2018 Customer Service Leadership Summit takes place November 15, in Edmonton. Find out more: www.customerserviceleadershipsummit.com

 

Changing Scene

  • Prev
ECAO and OEL are working on obtaining more contractor experiences with the ESA permit system. ...
Agents of Change is an event for stakeholders from Canada's electricity and beyond to build ...
Schneider Electric is introducing a personalized digital experience for logged in customers ...
Teledyne Technologies Incorporated announced the successful completion of the acquisition of FLIR ...
Stanpro (Standard Products Inc.) announced the start of its 60th anniversary celebrations. ...
The Government of Canada is taking action to cut pollution from all sectors of the economy – ...
E.B. Horsman & Son has recently announced that their Terrace branch will be moving down the ...
On June 23, the EDA’s Teresa Sarkesian, President and CEO, signed the Electricity Human Resources ...
The Electrical Safety Authority (ESA), announced the launch of its inaugural podcast series, ...
Delta Transformers launches its online training courses for its distribution and power ...


 

Teledyne FlirTeledyne Technologies Incorporated announced the successful completion of the acquisition of FLIR Systems, Inc. At each of the respective company’s special meeting of stockholders held on May 13, 2021, the stockholders approved and adopted merger proposals related to the Agreement and Plan of Merger dated January 4, 2021.

FLIR will now be included in Teledyne’s Digital Imaging segment and operate under the name Teledyne FLIR.



Read More


 

Canadian Electrical Contractor Discussion Group: Can You Count the Deficiencies?

EIN CECD 400Have you ever been called to fix the work of a 'handyman'?

"Was supposedly done by a"certified ' electrician....told the homeowner that he got a $266 permit....no record at TSBC. Can you count the deficiencies?"

"There is a second panel change in the triplex also.......even more deficiencies. Think the guy was a glorified handyman. Ones not obvious: 240 BB heat hooked up 120....drier on 2p20....range on 2p50....water heater fed with 2c14 Bx on 2p15."

Go HERE to join the discussion

 


 



 

Terry BeckerTerry Becker, P.Eng., CESCP, IEEE Senior Member

IEEE 1584.1 Guide for Specification of Scope and Deliverable Requirements for an Arc-Flash Hazard Calculation Study in Accordance with IEEE Std 1584 provides detailed guidance on how to complete an arc flash hazard incident energy analysis study and recommended content for the P.Eng. authenticated report.  This is a complimentary Standard to IEEE 1584.

It has been my experience in my work as an independent electrical safety consultant working in industry across Canada that not many P.Eng. Electrical Engineers are aware that the IEEE 1584.1...

Read More


 

Swati Vora-PatelBy Swati Vora-Patel


The electrical market is at the helm of innovation — from robotics and automation products that support advanced manufacturing to smart technology in homes and businesses, our industry leads innovation and competitiveness in Canada. With advanced electrical and automation products shaping how we work, live and play, our industry is continually at the forefront of designing technologies that meet the needs of Canadians today.

Over the past year, we have all been reminded that clean, hygienic spaces are critical to our health and well-being.

Read More


 

Product News

  • Prev
JSBT SlimBasics™ Tapered LED Disk Light Series comes in 4" and 6" sizes and provides even ...
An all-in-1, low-profile, linear and narrow wraparound with 18 possible color/lumen configurations ...
EdgeEnergy™, a subsidiary of Single Phase Power Solutions, introduces the EdgeEV70™ single phase ...
New energy technologies, like solar, require specialized test tools to efficiently provide critical ...
The Allia hub is essential for creating your smart home. It connects all network-compatible smart ...
Legrand AV announced the addition of five new models to its popular On-Q In-Wall Power & Cable ...
Excelitas TechnologiesÒ Corp., a global technology company delivering innovative, customized ...
Designed to visually scan large areas for moisture issues, air leaks, electrical problems, and ...
JSBT SlimBasics™ Tapered LED Disk Light Series comes in 4" and 6" sizes and provides even ...
Get an easy, flush receptacle installation in new concrete with Arlington's FLB6230MBLR Cover Kit. ...

 

Rittal VX SE Free-Standing EnclosureRittal introduces the new VX SE free-standing enclosure system that offers greater versatility. For applications where Rittal’s AX compact enclosures are too small, and the TS 8 baying enclosures are too large - the VX SE is an ideal midway alternative for applications where baying is not required. Additionally, the VX SE size range includes a 300 mm deep version that is suitable for applications where space is limited.

The VX SE offers quicker time-to-delivery and faster, streamlined assembly, enhanced reliability, greater safety, and compatibility with other Rittal systems. 

 

Read More


 

 

HPS CenturionHammond Power Solutions (HPS) has a new addition to their line of power quality products – HPS Centurion P Passive Harmonic Filter.

It is specifically engineered to mitigate harmonic currents created by non-linear loads. The initial product release has ratings from 5 to 500 horsepower. It improves power quality by simultaneously reducing harmonics and improving true power factor, resulting in an efficient and reliable solution.

 

 

 

Read More


 

 

Peers & Profiles

  • Prev
Bryan Smith started his now 20-year career at the ground floor, so to speak, as a draftsperson and ...
From small construction to sophisticated industrial projects, House of Electrical Supplies has been ...
Kyle Manfredi is the owner of ARK Electrical alongside his wife, Shannon. Operating out of ...
Like most major events over the last year, the COVID-19 pandemic put serious restrictions on the ...
This past December Jennifer Green was honoured with Canada’s Most Powerful Women Top 100 Award for ...
“It was quite surprising,” said Stephanie Smith of being named EHRC’s Leader of the Year. ...
As an advanced networked lighting controls company serving the industrial and large commercial ...
Trilliant, an international provider of utility solutions for advanced metering and smart grid ...
For more than a century, ABB has been investing in Canadian technologies and products to support ...
Mackenzie Gillan, a bright young lady from Baysville, Ontario, tells us about how she learned ...


House of Electrical SuppliesFrom small construction to sophisticated industrial projects, House of Electrical Supplies has been servicing clients in the industrial, OEM, entertainment, and construction markets across the Greater Toronto Area for just over 40 years. The company has earned a reputation for providing a high-quality customer experience.

As per President Austin Brennan, their experienced and knowledgeable team can be depended upon in any situation to deliver quick and efficient service. On top of their product solutions — ranging from electrical, automation, safety, lighting and portable power distribution — 

Read More


 

Copper $US Dollar price per pound

Kerrwil Publications Great Place to Work. Certified December 2019 - December 2020

538 Elizabeth Street, Midland,Ontario, Canada L4R2A3 +1 705 527 7666
©2021 All rights reserved

Use of this Site constitutes acceptance of our Privacy Policy (effective 1.1.2016)
The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Kerrwil