When You Can't Say "Yes"...There is Opportunity for Success

Customers are the backbone of every business. Yet, there are times when you simply cannot give them what they want, because a customer may not always be fully aware of a company’s financial status, product development ability, or the majority of a company’s feedback. So, what do you do when you have a demanding customer whose needs you cannot meet? Start by getting into the mindset of what the customer is really looking to accomplish:

• Does the customer, maybe love your service and could possibly want to be more involved, but his/her way of showing it is to offer suggestions?
• Is the customer possibly an influential person in your industry, and is maybe looking to do more business with you?
• Is the customer truly a big fan of your service, and just wants to show you that he/she cares?
• Are there alternatives you can explore with the customer?

Online customer service is quite interesting this way. The customer behind the computer is always looking for reassurance that his/her needs are being met, but not everyone knows how to communicate needs with written/typed words. This is quite often the case with customer service emails that involve ‘product development’ suggestions, and that can be difficult because a basic customer with no computer experience may not understand why something is necessary or unnecessary.

After starting at Voice123.com in July 2007, there were several corrections that were implemented in our customer service team to assist customers, even at times when we had to say ‘No’.

• Never make a promise you cannot keep to make someone happy: A failure we had seen with several websites was that they were making statements such as, ‘We will work on it!’, when there was no intention of developing the idea. Broken promises have long-lasting and damaging results to any businesses reputation, online or offline.
• If you do use an idea by your customer, give that customer some credit on your website: Voice123 has done this in the past. When an idea never struck us until a customer said so, we promote them through our email campaigns and Voice123 blog. Showing appreciation for the website user has a powerful affect, and makes your users feel like celebrities. This is important because all customers need to feel special when using a product. If you are showing true appreciation, you should do something both in public and in private. Giving voice talent free subscriptions for helping Voice123 become a better website is one way we like to return the favor.
• Create personal relationships between your customer service team, and their customers: It is true that there are some customers who will have amazing ideas one day, and the next day, they may just contact you to complain a bit, and that is great! You will always have people looking out for your business this way, and you will be looking out for your customers! Even when working in Times Square at ESPNZone NY many years ago, I found myself being a friendly ear to customers who just wanted to let off some steam about ESPN, and their programming decisions. I did tell them that I had no control over such things, but they appreciated that I just listened. These same people came back time and time again, and it was a pleasure to serve them.

I have found that working online requires a larger ear for listening, if you will, because of its anonymous environment. There will always be that ‘need for reassurance’ from another person, that even though you said ‘no’, that the idea was taken into consideration.

Steven Lowell

About Voice123

Voice123 has been serving the needs of the online voice over casting world since 2004, and is the premier marketplace to post voice over work, and find voice over talent. It has maintained a customer satisfaction survey rating of 90% or higher for the past year and a half due to its development in the field of customer service and innovative product development to answer the needs of its customers. Steven Lowell is a customer service specialist & trainer, trained by top Fortune 500 companies from around the world, and former customer of Voice123.

Challenged by managing & motivating a culturally diverse customer service team a continent away?

I am a customer service manager at Voice123.com, and a challenge I face is managing the staff we employ in Bogota, Colombia from the offices we have in New York City, NY. When I took this job as Customer Service/Quality Assurance/Blogger/Public Relations manager at Voice123, I understood ahead of time what challenges were ahead of me. I was not told what the challenges were, but my past experience in traveling to other countries filled me with the knowledge of how businesses in the United States were viewed internationally. I also understood that there are countries that view the United States as ‘1st World’, as if to say that their own country must be ‘3rd World’ by comparison. Luckily, traveling has also taught me that many times people who believe their country is inferior to the United States, may simply need to be reminded as to how the world is pretty much the same no matter where you go. Back in 1992, I read a book called ‘Think and Grow Rich’ by Napoleon Hill. In this book, he describes very basic needs shared by all human beings, or at least, that is my interpretation of his writing behind his Philosophy of Success:

• The need to achieve prosperity
• The need to feel appreciated
• The need to love and be loved
• The need to be successful

Considering these four ‘needs’, then forgetting where someone was born or their views of the United States (because sometimes that opinion is not favorable), is how I approached my position at Voice123 when I was hired. I approached everyone with a clean slate. I never talked down about people in the United States to explain a cultural difference, nor did I ever say one country was better than the other. In return, I expected the same from the staff in Colombia. Our team has always had a ’silent pact of trust’ that we would never insult the culture of another person. This was not stated by me, nor was it ever discussed because I wanted our customer service team to be ‘people of actions’, not just words and mission statements. To build trust, unity, and understanding, we did the following:

• When visiting other countries, Colombia or United States, our staff stays at other staff member’s houses and apartments, no matter what the conditions, and we commute to work together to get the experience.
• Understanding the love of music that exists in Colombia, and knowing that people who love the same music share an instant bond, I hooked up Xbox Live in Bogota, Colombia and played a popular music-video game called Rockband from my apartment in New York. This was a team event that we still do to this day, and it has become a great way for our team to release stress. I also found out that there is a heavy influence of US music and art culture in Colombia.
• I agreed to learn the Latin American way of speaking Spanish, if they agreed to learn North American English.
• As a former actor, I spoke at student seminars when invited by other members of my staff studying acting and film in Colombia. In return, when they visit New York City, I have taken them to classes that I attended to give them a better understanding of what takes place in the United States.
• Generally, we keep a ‘family attitude’ within our staff, and never say things like, ‘Do it this way because it works in the United States.’ or ‘That is how Colombia works, so deal with it.’ I understand that would be a mistake because many of the business schools in Colombia teach students, and I have been told this is something teachers always say in Bogota, ‘You have to learn English because it is the business language of the United States!’ I have found that this type of teaching creates more resentment towards United States culture than anything our Presidents may decide on. (haha) This type of teaching makes Colombian residents feel as if their language is somehow ‘not good enough’. Meanwhile, when my staff visits New York City, they have an easier time of it than I do in Bogota because they are bilingual, and New York City is 50% Spanish-speaking. I am still learning Spanish, so I still need a chaperone when I visit Bogota.

One important thing to all of this…is the difference in business cultures. In Colombia, it is very easy to just fire someone you simply do not like, where in the United States, we have the Equal Employment Opportunity Commission, which protects employees against wrongful termination, among many other things. As a manager (and former EEOC insurance claims assistant with AIG), I promised myself when starting that I would do my best to be as fair as possible in all situations, based on what I learned as a claims assistant at AIG.

I also did something unique for someone working in Colombia, which has yet to adopt laws that protect people from being fired or not hired due to their age. I promised myself that I would hold onto staff for as long as possible for one reason…I have seen high turnover rates in customer service affect the quality of customer service. I also remember that the person who founded Wal-Mart named his original cashiers ‘associates’ and as stockholders, these employees helped Wal-Mart get off the ground because they trusted in their leader, and felt appreciated as part of a team. This type of behavior is a business culture that the staff from Colombia enjoys…feeling appreciated for hard work, and knowing that if they work hard, they will be appreciated. I acknowledge that at first, not every staff member was on-board with me, and some did quit, but that is the understanding at Voice123…”I will look out for you, if you look out for me and Voice123. If you want no part of it, it is ok to leave. We bare no ill-will and will help you in the future.”

Of course, I should mention what tools we use to keep in touch during the work day. That is quite simple:

• Skype
• Webcams
• Live Streaming of my office and theirs
• Gotomeeting

Some have viewed this type of communicating, where we are simply watching each other work, as maybe ’spying’, but it is nothing like that at all. We are a very happy staff that actually misses working with each other in the same office. The beauty of the Voice123 staff members in Colombia are their warm hearts, and hospitality, which I personally find to be lacking in today’s United States customer service. This in turn has made me a perfect fit, as I am working with people who validate my understanding of the need for hospitality in customer service. It is true, that I play a role in Voice123 as one who translate what is really being said to our customer service staff. The main reason for this is that the Colombian staff does not understand the United States culture of sarcasm, and double-meanings, and with that, I know my work is always cut out for me. Communicating via Skype and typing commands to people can sometimes be misinterpreted, but when this happens, we call each other and talk about it. I also sometimes jump on Skype on weekends just to talk to staff and see how things are going. I do this because I know I am working with truly beautiful, caring people. To date, we have had no issues of political conversations, prejudices, or cultural differences, and I do not think we will because our company is gaining a reputation in Bogota, Colombia as being a wonderful place to work that is open-minded, caring, and expects one to achieve for the benefit of the employee and Voice123. On top of that…their managers ask staff to play Rockband!

Final note…You may read back through this and notice something I did not do. I never referred to people from the United States as ‘Americans’. To the people of Colombia, they consider themselves ‘Latin Americans’, so it is viewed as arrogant to say one country can hold the title ‘American’. I pay attention to these details out of respect for their beliefs, and they respect mine in return. I always view this staff at Voice123 as people I learn a great deal from, even if I am one of the oldest staff members at 36 years old.

I hope my experience has served you as well,
Steven Lowell

About Voice123

Voice123 has been serving the needs of the online voice over casting world since 2004, and is the premier marketplace to post voice over work, and find voice over talent. It has maintained a customer satisfaction survey rating of 90% or higher for the past year and a half due to its development in the field of customer service and innovative product development to answer the needs of its customers. Steven Lowell is a customer service specialist & trainer, trained by top Fortune 500 companies from around the world, and former customer of Voice123.