Episode 82: "Customer Service" - with guest host Stan Markotich, Part 2

In Part II of back-to-back episodes about all things customer service, Guest host Stan Markotich and podcast namesake K.P. Wee swap thoughts on what so many of us are experiencing in our everyday lives as consumers. Is the standard acceptable and, even if it isn’t, is that something we have any power to change? K.P. recalls his experiences as a frontlines customer service rep, including some pretty astonishing (and contradictory) training messages that you won’t want to miss. You’ll remember these customer management “tips” the next time you call one of those 1-800 numbers with a problem to report! The co-hosts bring humor to their practical (somewhat bleak) take on how things have evolved and our expectations as a buying audience have been reset. Could it be that our hands are tied? If complaining about shoddy customer service means you’re hurting someone’s feelings or whining about so-called “first world” problems, then is the only alternative to accept it and move on? We shall see how long people are willing to put up with food deliveries full of leaky containers, empty store shelves and phone reps who are trained to shine us on – and avoid giving a refund at all costs. Learn what your cohosts think on this fun, if sobering, look at the world of customer service!

Click here if you would like to hear previous episodes of the K.P. Wee Podcast 

If you’re a fan of this podcast’s intro music, please follow Roger Chong: Twitter @chongroger and Instagram @chongroger.

KEY TOPICS:

• Fans Revolt! How a recently rain-delayed Cubs game demonstrates the power of sports “customers” to voice their displeasure with poor customer service:

• Twitter outrage at Fox Television’s programming choices.

• Complaints about Cubs communications’ failure to direct viewers an outlet where they could view the game when it finally took place.

• Lack of social media or scoreboard updates for those at Wrigley Field awaiting news on the status of the game.

• Customer Service Supply Chain: Stan reflects on how honoring (and understanding the concept of) demand plays a key role in delivering loyalty and consumer satisfaction.

• Training is Key: Based on personal experience, K.P. reflects on what he was taught about customer service and how the system fails. A couple of gems:

• Always treat customer interactions as a negotiation.

• Be genuine to the people you work with, but it’s okay to be aloof or uncaring towards customers because they’re only temporarily passing through.

• The “Tragic” Words Customer Service Trainees are Taught Not to Say:

• Hold on.

• Hang on.

• Just a second.

• Let me pull you up.

• Have to ...

• That’s against company policy.

• The truth is …

• To be honest …

• I’ll try.

• Hopefully …

• She’s not here right now. (As opposed to she’ll be back at 3p.)

• Calm down.

• Calling Out Customer Service Contradictions:

• Reps are taught to be both authentic and also to blow off customers.

• Reps are taught to be respectful and empathetic to customer complaints while also being told to treat customers as children to be managed.

• More From K.P.’s Training Notebook Full of Mixed Messages:

• Don’t cut anyone off.

• Don’t be robotic.

• Be friendly.

• Don’t try to impress.

• Don’t talk about yourself.

• Show that you’re relaxed and open to chat.

• Ask open-ended questions.

• Don’t use the usual conversational icebreakers.

• No more than three pauses or instances of dead air in the first five minutes.

• Don’t interrogate.

• See how they open up.

• Know a little about everything so you know what to say.

• Don’t control the conversation.

• Getting to the Truth: Is the real goal of customer service just to move things off the shelves? About the role of manipulation in inducing and managing demand. 

• What It Means: If a customer service rep. isn’t saying anything it may be because they don’t want to agree with a complaint or open up the possibility of a demand for a refund.

• Two-Way Street: How K.P. negotiated the politics during his stint as a rep. and the ways in which it was a model of customer service within customer service.

• Lessons on “The Dodger Way” from Bill Shumard, former CEO of Special Olympics:

• Return every phone call within 60 minutes.

• Return every piece of mail within 24 business hours.

• When you make a mistake, own it.

• Treat everybody – nobody who they are – with the respect they deserve.

• Era of Accountability: About the shift away from work cultures that emphasized taking responsibility and advancing good will towards today’s commodified indifference.

• Good Will: A thing of the past and casualty of a dismissive customer service culture?

• Not a Good Look: Stan shares his negative impression as a customer when he recently stopped to pick up a few things at a store with pervasively empty shelves. 

• Parting Thought: Why it’s tough to be a squeaky wheel when it comes to customer service – and whether there’s anything we can do about it!?

KEY QUOTES:

• “You can make the case that the (Cubs) fans who were at the ballpark were let down in terms of customer service … because they weren’t notified as to when the game was actually going to start.” (K.P.)

• “Customer service in that instance? Nonexistent! … We’re heading completely in the wrong direction when it comes to good customer service.” (Stan)

• “Basically (customer service) emphasizes listening or letting the other person talk or vent or release emotion and responding with empathy. Don’t be a robot.” (K.P.)

• “We’re heading towards the idea the consumer or the client or the person coming into your shop has no free will and no agency. In other words, you’re using customer service as a way of manipulating.” (Stan)

• “I think we’re living now in a universe where if you make a mistake, blame somebody else. Or say it’s not my fault. Or question the person who pointed out the error.” (Stan)

• “I remember the negative experiences a lot more than any positive experiences. I don’t know if you’re always trying to find fault with or blame other people … but I just remember those unpleasant experiences.” (K.P.)

• “Things basically have to get to the point where reforming is not really possible and … an alternative eventually presents itself. But the old or current way just has to literally implode.” (Stan)

• “I think eventually things will change but sadly and unfortunately … in the short term I don’t think things will get better.” (Stan)
  

Further Resources/Relevant Links:

• Learn more about bet365, the online sports and casino betting website.

• Here's an article about why strong customer service is a worthwhile investment.

• More about Bill Shumard’s thoughts on “The Dodger Way” in K.P.’s book, "So You Want to Work in Sports: Advice and Insights from Respected Sports Industry Leaders."

About Guest Stan Markotich: Born and raised in Vancouver, Stan completed his undergraduate work at Simon Fraser University in 1985. From there, he went on to receive a master’s degree from the University of Victoria. In 1987, he moved to Indiana University, earning his doctoral degree in history under the supervision of Dr. Barbara Jelavich. Upon graduation, Markotich accepted an appointment with Radio Free Europe, serving as Serbian analyst and remaining in Europe for roughly a decade. He is the main author of White Paper of the Independent Media Commission: Media and Democratisation in Bosnia and Hercegovina (2000). Markotich is currently revising a memoir that deals with his years in the Balkans. Now based in Greater Vancouver, he teaches classes at a private school, lectures for Brock House Society, and offers courses on the Balkans through SFU Continuing Education.

Follow Our Guest:  Stan @LinkedIn 

About K.P. Wee:  K.P. Wee is the author of multiple books and a regular contributor to sports radio programs and websites. In addition to hosting The K.P. Wee Podcast, he also enjoys writing sports and psychological fiction with a twist of romance. He spent a decade working as a program developer and instructor for a private school before joining the Vancouver Canadians baseball club’s media relations department. 

You can find out more about books by K.P. Wee here.

Follow K.P. Wee:  K.P. @Twitter

Additional episodes of the K.P. Wee Podcast are available here.