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Author Archives: IndyCa
How to be a top performer and still get fired!
“Yes, you are a top performer.
Yes, you’ve got awarded in November for being a sales superstar.
Yes, you’ve got awarded for outstanding customer feedback.
Yes, you’ve got awarded for always helping your team and colleagues.
Yes, you are a valued member of the team.
Yes, there is no doubt you can do the job.
Yes, your KPIs are looking great.
Yes, we are still looking for new employees.
But, NO, we won’t extend your contract, because are too sick. You say, that you are better now, but….. we’ve got our procedures.”
Yes, I WAS very sick. Life-threatening sick and I needed to go to the hospital, had a major surgical procedure. They removed a part of my pancreas, the bile and spleen and then I needed to stay within the ICU for weeks. Now everything is better and I am back on track for a good recovery.
Six weeks ago you offered me to come back, but at that time my recovery was still ongoing. Now I am ready to go, but I can’t because you reconsidered. Finally, the “risk” of employing me is too high for the management.
Seriously?
Let me ask you: Where is the “We are a family”, “We care about each other”, “Work-life balance”…..? All fake news?
Disappointed, but: “Hey, I cheated death!”
Mölln
Have a nice day!
Well, well, well…
The good news. The”re-wiring” worked. My digestive system seems to completely start up and slowly I can eat a little. Unfortunately, there is still the “occasional” nausea, but it gets better.
I lost plenty of weight and I was never a big guy, more tall and skinny and now I am a walking skeleton.
I was not aware of how much time I need to recover. I would say half of the journey is over. “Bergfest” 
another four weeks minimum and then it’s back to work. I am looking forward to being back because I like the work and my team is amazing. We know our stuff, we are German, we are efficient, and we are highly decorated. GO German Virtual!
Anyhow, next week Tuesday the Rehabilitation starts. Three weeks minimum. They will need a bit more time because they need to install and adjust an insulin pump and that takes time. I slowly transform into a cyborg. First the sensor and now a pump. Enough questions for the check-in.
A friend of mine stays in my flat because he found a job nearby. So, that’s taken care of.
So, let’s see what happens next.
Animal Shelter – Stendal Borstel
This morning Indy checked into the Animal Shelter Stendal-Borstel.
The recovery process
It’s good to be home, but it’s not easy. I am exhausted, every task lasts longer and I am already happy when I am able to walk Indy to the second bench.
I never imagined that it will be so hard to arrange life, doing the dishes or just get some bread.
Except for one or two walks with Indy, I am not able to do anything and I sleep all day.
There’s no pain anymore just the usual nausea. It’s not easy to eat while you are nauseous, but I found a little variety of foods I can stand. Canned fruits, flakes, soup, some vegetables. Bread is ok, some fresh cheese, light pate, but everything fat requires a pill. Tea is ok, but very little coffee and no carbonated drinks.
Back Home!
Now I am back at home and wait for the rehabilitation treatment will start. I need to learn what I can eat, try to gain weight and an insulin pump needs to be adjusted to me. All these needs its time and I need to be patient.
Feeling better.
The loo works and I am able to eat again. Now it’s time to start the main recovery process.
Status Quo.
I feel a little bit better. The scar is massive. 21 clamps already removed and the scar is long. Around 35 centimetres. Well healed, but they destroyed my Sixpack. 
[UPDATE] – Rehabilitation Centre Moelln
I need to attend a rehabilitation program. There I learned what and how to eat and how to gain weight without hurting myself. Three weeks of lessons, extra care, presentations, and additionally a mixture of swimming pool, massage, gymnastics or yoga, good food.
Bye, bye Berlin! Thank you!
I finished my stay in Berlin, back home for two weeks and prepare for the rehabilitation centre.
Scar
Let the customer say: „YES!“
While talking to the customer try to make him say „YES!“ as much as possible, but don’t use this too many times. Let him agree to all your actions. Keep him in the loop. Inform him of the (expected) outcome and always let him agree and say „YES!“
Read on and learn WHY!
Try to ask the questions in a way the client will most likely answer with “YES!”, this will put the client in a more positive mood and make him more likely say „YES!“ without recognising it.
Even if you are not able to solve the issue and the final outcome is somehow negative for the customer, he will remember you as a person, your approach and attitude more positive, because he agreed with „YES!“ to all your actions, he was involved in the process and won’t blame you so hard.
More about dealing with an Unhappy Client = Negative CSAT?
Once the customer is used saying „YES!“ to you, it’s way more likely he will answer the last and most important question: „Did you receive a satisfying service?“ with „YES!“
Unhappy Client = Negative CSAT? NOPE!
When you receive a call from an unhappy customer, it seems that you already lost the CSAT-Battle.
Unhappy Client = Negative CSAT?
NOPE!
You are wrong because you can turn most unhappy clients into happy ones when you follow some easy guidelines how to handle an “unhappy” or “aggressive” client.
Stay calm and friendly
Always stay calm, friendly and professional. I don’t say that you are not a professional in all the other cases, but in cases of unhappy customers, you need to be more than 100% professional.
Let the client vent!
Let the client blow off his steam, wait until he calms down a bit by himself and then show empathy and understanding, but don’t apologise.
Don’t apologise! Show understanding and empathy.
By apologizing “too soon” you unnecessarily weaken your position and maybe even fuel the anger you need to deal with because the client will feel “weakness” as confirmation that he is right and state his issue even more demanding.
“Don’t see an angry or unsatisfied client as from hell,
see the client as someone who has been through hell.”
Apologise only if you found the real cause of the issue and it’s clearly your company’s fault, but in any case, you show that you understand the client’s frustration, anger and the issue itself.
If the client doesn’t calm down
Normally the client will try to tell you his whole story in one go and then calm a bit down, BUT there is the client who won’t calm down and stay angry.
Now it’s time for you to play your magic and turn the customer.
- If the client gets abusive or uses foul language. State clear that the call is recorded and that there is a basic rule of politeness everyone should obey, then summarise the situation and continue to work the case.
- If the client continues to be unreasonable or abusive, raise your voice and say: “NO!” and pause two seconds. Then continue to talk in your normal voice and tell the client that you will end the conversation if he doesn’t calm down.
- Take the call over and lead the call. State clearly that you are THE ONE who can help the client RIGHT NOW and that you will do your best to solve the issue. Ask the client if he agrees on that and let him say “YES!”.
- Again, don’t apologize, SHOW EMPATHY!
- If the client doesn’t calm down and continues to be aggressive or abusive give him the “final warning”, state that you will end the call without any further notice, that you will document the call in the CMS and that you will ask your manager to save the record of the call.
- Hopefully, you manage it to calm the client down and save your CSAT, but sometimes it’s time to “say goodbye” and
send him friendly back into the queuehang up without any further comment. - Document the case and apologize to your poor colleague who will take over.
Pro Tip: “Never ever call an abusive customer back and continue the discussion!”
Serious threats
If there is any concern that the call might need to be escalated, because the client stated a serious threat, go immediately to your manager or senior and ask for advice.
Analyse the situation.
Let the customer talk, make notes and document everything within the CMS. Ask questions, assume nothing, let the customer confirm everything you note.
Here’s another tip!
Try to ask the questions in a way that the client will most likely answer with “YES!”, this will put the client in a more positive mood without him recognising it. Recommended read -> Let the client say “YES!”.
Find the cause of the issue.
Try to find the reason for the client’s disappointment. Write a summary in the CMS and if you don’t have enough information follow up and hear all involved parties. Write a summary in the CMS.
Determine possible solutions.
When you gathered all information you are ready for the most crucial part of the conversation. You need to tell the client the outcome of your investigations and offer solutions.
Can you solve the issue?
There are three possible outcomes for a “complaint situation”. One might lead to a complaint, one lead to a for sure to a complaint and one which shouldn’t be the case.
You solved the issue. Hope for a positive CSAT.
Lucky you, explain to the client how you solved the issue and how you did your best to help the client.
“Brag and Shine!” and close the case. Ask the customer if he is satisfied with your actions, inform him that there might be a survey asking for a feedback on your work let him say “YES!” the last time and close the case.
Now you need to wait for “Judgement Call!”.
You couldn’t solve the issue. Most likely a negative CSAT.
Angry customer stays angry or is not satisfied with the outcome of his complaint. Tough luck. Sometimes you can’t solve an issue and the client won’t be happy about this.
Most likely an unsuccessful complaint is based on unrealistic customer expectations or plain errors made by the client. Explain why you need to bring bad news, explain the situation and don’t hesitate to confront the client with facts he might not like.
Try to let him say “YES!” the last time and close the case.
You need to forward the issue. No CSAT!
Sometimes you are stuck and you can’t follow up and a colleague needs to take over. “Luck” for you and “bad luck” for your colleague. You’ve done your best and documented everything well, then there is nothing you can do anymore.
Here it’s recommended that you apologize you couldn’t solve the issue.
TIP: You can offer a compensation?
If you can approve some kind of payout appreciation / compensation to the client and you think that the client deserves a “Real Sorry”, don’t tell the client straight away that you will pay him XYZ Euro as a “Good Will Gesture”.
Use the client’s imagination and tell him ” …. that your company invites him for food with the wife or two bottles of wine, …. pause.” and then ask the client if he likes the idea and smile.
Sounds way better than 22,75 Euro.
CSAT Cheating? Never delay closing a case!
You should never ever delay closing a case to avoid a bad CSAT, this is cheating, a very bad practice and not fair to your colleagues. Accept the fact that you will receive a bad CSAT from time to time and close the case.
Feedback, please!