Taking the HEAT in Customer Service

Taking the HEAT in Customer Service

Gerald Jerry George, MBBS MBA

HEAT
Taking the HEAT in Customer Service

It’s my personal belief that no matter who you are in any company, you are a representative in that company.  Being a representative also means providing customer service.  That also means handling customer complaints.

Years ago, I used to train customer service representatives in some soft skills.  There I learned of a technique taught by one of the other trainers.  This was the HEAT technique for handling customer complaints.  This technique has remained with me all these years.

HEAT is an acronym that helps us understand the customer’s needs and handle the complaint.  It lists, in order, what to do.  Let’s dive into HEAT.

 

H- Hear Out the Customer

This simply means that you give an ear to the customer’s issue.  Sometimes just doing this will diffuse the situation.  Hearing the customer out, makes a tremendous difference.

E- Empathize

By doing this, you are letting the customer know that you care.  You are trying to make an attempt to understand the situation.  This often goes a long way with customers

A- Accept Responsibility

Accepting responsibility means not passing the buck.  It means not saying that it’s not your job and pushing the complaint aside.  It means you are willing to apologize on behalf of the company you work for and you will do whatever is in your power to improve the situation.

T- Take Action

Take action.  I don’t really have to elaborate on this.  Do something to change the situation within your power.  Connect the customer with the right person.  Send out an email.  Let the customer know that you have done everything you could have done to make the situation better.  I personally think this helps lead to a sense of calm.

Use HEAT to bring a sense of calm in the situation
Use HEAT to bring a sense of calm in the situation

Learning these steps helped me better understand what the customer needed and wanted in many situations.  These steps helped me also realize there are simply the things I would like also as a customer if I had a complaint.  These steps helped me also become a better customer.

 

Have you ever been in a situation where you had to deal with a customer complaint?  What steps did you take to diffuse the situation? Have you ever used the HEAT technique?  Please leave your thoughts in the comments section.  I would love to hear from you.  You can also contact me at jerrydmann@dmanntraining.com

 

 

Trump Your Next Presentation

Trump Your Next Presentation

5 Tips  to Present Like Mr. Trump

by Gerald Jerry George, MBBS MBA

Trump Your Presentation
Trump Your Presentation

Like him or not, Donald Trump is someone to watch.  Entertaining could be one word to describe him.  In fact, these days, when Trump talks, people listen- no matter what he says.

There are certain things that Trump does that ensures people listen to him.  We can learn a thing or two from the talks and speeches he provides.  Here are a few things that you can learn from Trump to add to your next talk or presentation.  It just might make you more entertaining and cause people to listen to you.

1. Have a signature look
Trump Your Look
Trump Your Look

People make fun of Trump’s hair, but he owns it.  And no matter where he goes, he is recognizable.  But don’t forget his solid colored ties and power suits.  He has a signature look.

A signature look can help you feel more confident when you are speaking in front of people. It gives you one less thing to worry about.  It can also help you feel good about yourself.  I had a friend that used to wear Superman cufflinks and Superman socks when he had important presentations to give.

2. Be Dramatic
The Art of the Expression
The Art of the Expression

Trump uses a lot of hand motions, gestures, and facial expressions when he talks.  In other words, he uses a lot of drama.  He’s not dull.  He’s in fact an actor of sorts.

By using motion, facial expressions, and gestures, you give your audience another dimension to your presentation.  Adding another dimension to your presentation keeps it from getting dull.  Otherwise you will simply be the flesh and bones version of a boring slide deck.

3. Make a lot of noise
Trump Your Voice
Trump Your Voice

When Trump speaks, he makes a lot of noise.  It causes people to wake up.  People wait to hear what he will say next.  It keeps them on the edge of their seat.

When presenting to an audience, use inflections in your voice.  Changes in your tone keeps the presentation interesting.  This reduces the chance of your presentation being a chance to look at one’s smart phone.

4. Be entertaining
Trump a Rock Star
Trump a Rock Star

Trump is entertaining because he gives the audience what they want to hear.  If you like him, you want to hear what he says to cheer him on.  If you don’t like him, you want to hear what he says so that you can complain about whatever he’s talking about.  Either way, Trump gives people what they want to hear.

When presenting, give your audience what they want to hear.  Don’t get bogged down in the details that you think is important.  Talk about what the audience finds important.  They will find this entertaining as opposed to being forced to attend a meeting as usual.

5. Be bold
Trump Boldness
Trump Boldness

Trump is bold.  He knows what he says may make others uncomfortable, but he says it anyway.  And he is willing to stand behind what he says.

When presenting in front of others, don’t worry about what others are going to say.  Be bold.  As I said earlier, don’t worry about the details.  If you are questioned on what you present, stand behind it.  You can provide details if asked, or even after a presentation.

These 5 tips will help you Trump your next presentation.  Once you use these tips, let me and others know how it goes.  Do you have any tips to Trump a presentation?  If so, let others know. Please leave your thoughts in the comments section.  I would love to hear from you.  You can also contact me at jerrydmann@dmanntraining.com

The Sweetest Sound in Business

The Sweetest Sound in Business

By Gerald Jerry George, MBBS MBA
The Sweetest Sound in Business
The Sweetest Sound in Business

What is the sweetest sound in business?  Many people feel that it is the clink of cold hard cash in a money box.  I would beg to disagree.

When I began my training as a physician, I was taught that the sweetest sound to any human being’s ears is the sound of their name.  I learned the importance of treating a patient as an individual and not as a ‘case’.  I learned to ask for the patient’s name, not just for the sake of identification, but more for the reason of providing a personal touch to someone that is seeking my help.  I sadly did not think of transferring this valuable lesson to other aspects of my life until many years later.

One of my mentors reminded me of this when I did a ride along early on in my sales career.  I remember walking into a hospital with him and going a nurse’s station and approaching the nurse that was there.  My mentor immediately asked the nurse a question.  However, with great finesse, he prefixed the question with the nurse’s name.

The nurse smiled and gave my mentor the answer we needed and we went on our way.  I asked him how he knew the nurse.  He told me he had never met her before.  I then asked him how he knew her name.  His answer made me remember my training as a physician.

He said, “She had a name tag on.”  “Why wouldn’t you use her name if you can see her name tag?”  I immediately remembered ‘The Sweetest Sound’.

The Sweetest Sound
The Sweetest Sound

We often use, Ms, Mr, Sir, Ma’am as signs of respect.  But often, this appears impersonal.  The use of a person’s name brings your conversation to another level.

Another mentor of mine showed me this in action in another scenario.  This time we were the customers.  We sat down for a lunch meeting and he asked the server to repeat his name.  The server looked surprised.  My mentor then explained to him, “I’d rather call you by your name than call you ‘Hey’ or ‘Excuse me’.”  This helped me better understand the impact of ‘The Sweetest Sound’.

Now I make a strong attempt in using people’s names when interacting with them.  I often get told that I am great with names.  But that is truly not the case.  The truth is I make a strong attempt in learning and using a person’s name.  I make a strong attempt at creating ‘The Sweetest Sound’ in business.

What is ‘The Sweetest Sound’ to you?  Have you used ‘The Sweetest Sound’, i.e. a person’s name, in a situation outside your immediate circle to create a more personal situation for your business?  Has it ever backfired on you? Please leave your thoughts in the comments section.  I would love to hear from you.  You can also contact me at jerrydmann@dmanntraining.com

Are You Achieving Perfection in Your Job?

Are You Achieving Perfection in Your Job?

By Gerald Jerry George MBBS MBA

 

Why be perfect in your job?  It will get you ahead, right?  Wrong!

Are you perfect at your job?
Are you perfect at your job?

It took me a while to understand this.  And when I say a while, I mean years.  I’ll explain why…

When I began my career in corporate America, I wanted to excel and prove myself.  I took on many projects- probably more than I should have.  I did this to look good in eyes of my bosses and peers.

The problem with this however, was at that time I equated being busy with being successful.  I was always working on something and took my work home.  I felt that being so busy was a sign of being successful- that I was somebody.

As I began to look more closely into my skill sets I began to question my busyness. Was I really that successful?  Was I really getting things done?

With self analysis and self appraisals, I began to better understand myself.  I also had great mentors that helped me understand my strengths and weaknesses.  It was through this I began to better understand why I was so busy.

I learned that I was busy not because of the number of projects I took on, but what I was doing in those projects.  I was looking for perfection.  Trying to attain perfection caused me to lose sight of the big picture and get bogged down in the details.

On further analysis of the pursuit of perfection, I realized that this was actually a form of procrastination.  I was using to perfectionism to mask any insecurities that I may have had regarding the projects I was working on… One more tweak and this will look better…  One more revision… One more adjustment… One more whatever…

By learning this about myself, I began to manage my time more efficiently.  I was able to get projects completed on time without having to add so much extra time before and after work hours.  I learned how to do things right without overwhelming myself.  And possibly the most important lesson here was that there was a difference between excellence and perfection.

Excellence of Perfection
Choice: Wisdom or Perfectionism?

I had a friend that worked for another large multi-national company.  He showed me something that was often told to them at that company- ‘Done is better than perfect.’  I loved that.  I found it very profound.

Since then I’ve learned the difference between perfection and procrastination.  Good enough is not good enough, but trying to attain perfection is a never ending battle.  So I learned to do things right within the allotted time period- without trying to be perfect. I learned to pursue excellence and not perfection.  I also learned not to equate being busy with being successful. This helped me improve my productivity and reduce my procrastination.

So, I encourage you analyze your work habits.  Are you unnecessarily busy?  Are you using something like perfection to procrastinate? Have you ever discovered any habits you may have that are actually forms of procrastination?  Please leave your thoughts in the comments section.  I would love to hear from you.  You can also contact me at jerrydmann@dmanntraining.com