Finding the right balance: Customer Service

This year, we started something new that many of you have probably noticed. At Paylogix, we've implemented an email feedback tool, that is quick and easy for our clients to use. Located at the bottom of our email signature, clients can give direct feedback about their interaction. This simple add-on is providing us an insight into what we are doing right and where we need to improve client interactions.

Whenever an organization solicits anonymous feedback, there is the potential for anxiety. I fully expected that we would receive lots of 'happy faces' because I know our people and they are wonderful. But I must recognize that we now have the facts to back that up.

As always, I am proud of our Paylogicians and especially excited to recognize Ricky Hosein for his outstanding customer feedback. Earlier this week, Ricky sat down with Alicia Munian in marketing to discuss his perspective on client service. Reading his responses, I am reminded that we can all continue to learn and improve when we listen to someone who knows what works.

--Richard Pfadenhauer, President and Founder

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Ricky Hosein, Account Specialist at Paylogix received employee of the month after receiving the most positive customer feedback. Ricky began working for Paylogix in February 2017 and has dedicated himself to representing the company in a professional manner, while maintaining a sense of empathy when dealing with clients. He enjoys helping and genuinely cares about other people--he's allowed this to shine through his work. Finding the delicate balance between communicating what your company can provide and meeting the customer's expectation is key to good customer service.

Recently, I had the opportunity to sit down with Ricky and hear more about how he is able to consistently provide superior client service. Ricky views customer service as a two-way street, where you meet clients at a middle ground by understanding the customer's needs educating them on what the company can provide. Here are some highlights from my talk with Ricky:

Alicia: Congratulations on being recognized for your customer service. What key qualities do you feel that you bring to your client interactions?

Ricky: I believe that empathy with our clients and understanding of our business are key qualities to an efficient approach to customer service. In general, people just want to be heard and understood, they want to know that an audience can listen and provide meaningful feedback if required. Having empathy for both internal/external partners in any business is an important factor in any relationship building opportunity. We must all take the time to really listen to our clients and understand their positions and what their expectations are. Good delivery and verbal communication are also key. It's a talent to know what to say at the right time. You can anticipate where a client will go with the conversation and be ready with a response. Be conscious of your tone of voice. Maintaining a proper flow of useful information and being tactful in our delivery is extremely important to great customer service.

Alicia: What should someone keep in mind when talking to a client?

Ricky: Keep in mind that you are part of a company and representing their mission. You're not acting as an individual person, but part of a team all trying to work toward the same goal. For example, a vehicle is assembled in a different factory from where the doors are manufactured. Each component is equally important. If you are assigned a set of tasks keep in mind that what you do supports a greater cause. In the end, we must all be capable of taking pride in seeing our fully assembled vehicles on the road. Remember why you're doing your job and keep the company's values in the forefront of your mind. Use the word 'we' instead of using the word 'I', WE are Paylogix, and we are a collaborative team. This message needs to echo in our interactions.

Alicia: There must be some times when a difficult conversation is necessary. How do you maintain a good relationship with clients?

Ricky: When working with a client, be as proactive and knowledgeable as a team member can possibly be in the given situation. Never forget that good understanding is vital.

Understanding our client’s goals should be at the forefront of maintaining strong relationships. Communicate what their needs are. What are their goals and end intentions? Do not be afraid to ask for clarification. Understand what our clients want to accomplish and the manner they need to arrive there, listen for clues in our conversations with team members that allude to working with difficult people along your path of resolution and try to help them arrive to that goal without setting off those alarms.

After addressing those items, we must set the expectation for what Paylogix can provide. Adhere to company policy when arriving at a resolution. Our integrity must be maintained throughout any client interaction and making sure we do so by sticking to company policy is most important in delivering the highest level of customer service.

With all these key elements outlined, you can anticipate what the customer needs are and think about ways that you can go above and beyond to help them, without stepping out of line of what Paylogix can provide.

Alicia: What tips can you give someone dealing with a dissatisfied client?

Ricky: It's easy to get frustrated right back at someone who is dissatisfied, but that just adds to the situation. Keep a calm and understanding tone of voice, remember that everybody wants to be heard, and be compassionate. Listen actively to them to understand what exactly it is that they need. See if there was a miscommunication at any point and clarify the services that your company can provide. Always pose a solution and see how we can move forward and provide a better service.

Alicia: What is the importance of good customer service for a company?

Ricky: Good customer service can be directly correlated with revenue. People would rather spend more money on a company that cares about providing a good service than somewhere where they are not valued. They love when a partner company feels like a friend and can speak to someone who will listen to them and try to mend the problems they face. This also increases referrals and can generate more business.

Emotional Intelligence and Critical Thinking in Customer Service

Validating a client's emotions in a professional manner is an essential tactic to providing good customer service. If you see that a customer is frustrated, recognizing their frustration acknowledges their current emotional state so you can begin moving forward and working on a solution to the problem. This provides an important role in maintaining a strong relationship with the client.

An employee that can critically think allows them to address the issue by implementing a solution within the realm of what your company can provide. They can think proactively about ways that they can continue to provide services that they anticipate clients will want.

While critical thinking helps you resolve the issue, emotional intelligence helps you repair the customer’s overall impression of the experience and relationship with the company. Emotional intelligence and critical thinking are the essential elements that work together to implement good customer service.

Finding the Balance

Finding the right balance between all of these elements is a science—it takes a skilled person to master customer service. Dealing with people is an art that takes the right qualities and insight to master. It's seeing, listening, understanding, empathizing, anticipating, and resolving. With practice and the right support, any employee can get on track to providing top-notch customer service and representing the company to the best of their ability.

#Employees #Paylogix