Accenture

Bring Magic to Your Account Management - 1/19/21


One of our first sports-industry clients was the Orlando Magic.  They were a true leading-edge organization in the early 2000s when it came to dedicating resources to season ticket holder retention.  They didn’t make customer service, relationship-development, and renewals simply a function of the Sales department.  They broke it Read more

Customers Want Easy, but Easy is Difficult - 1/12/21


New employees go through days of training to learn products and services.  They have formal workshops to learn how to use their office applications, web functions, and whatever programs are specific to their department.  They test new technology, and they get quizzed on knowledge of policies.  This is hours Read more

Make 2021 the Year of Building Relationships - 1/5/21


I’ve been very fortunate over this company’s 20+ years in business to have great and long-lasting relationships with many clients, colleagues, business partners, and co-workers.  It’s a gift to be able to call on these individuals for advice or referrals or to be a sounding board.  And it’s just Read more

Bring Warmth During Winter - 12/29/20


Winter is upon us.  Now, winter can mean different things to different people in different regions, but just the word conjures up cold.  It conjures up visions of snow.  It conjures up feelings of wind and lack of warmth. Although some of us may like the cold at times of Read more

2020 Holiday Poem - 12/22/20


When in the role of customer service,We are wired to give and give.It’s built into our DNA.It’s simply the way we live. In order to give to others,We need to find ways to give them their fill.We need to pour empathy and openness into them.To serve, we need to have Read more

It’s NOT about the Cinnamon - 12/15/20


It was happening again.  Jessica had just handed the freshly made concoction to her coffee shop customer, and less than a minute later, the customer was in Jessica’s face, red as a beet, ranting and raving:  I specifically asked for extra cinnamon on top!  Does this look like extra Read more

Locke-in from the Start - 12/8/20


John Locke was a 17th century English philosopher, physician, and researcher.  He wrote many papers arguing particular points, oftentimes using reason and facts as the basis for his position.  He noted that many disagreements start because there is – in my words – a lack of real clarity about Read more

The End of the Tunnel - 12/1/20


Have you ever heard the expression:  There’s light at the end of the tunnel… In this COVID-era world, it sure does feel like the tunnel is long, doesn’t it?  It sure feels like this is not a light that we’ll be at in 2 seconds after the train goes another Read more

A Lesson in Gratitude - 11/24/20


Mr. Robinson went to the hardware store with his teenaged son, Steve.  Steve was starting his first woodworking project – building a small coffee table – and needed supplies.  As they walked the aisles, Mr. Robinson and Steve couldn’t find the exact type of wood they wanted, so Mr. Read more

Why Your Job is Important - 11/17/20


I was speaking with a client recently, and she was telling me about one of the classes delivered by their professional development team. Her description of the course reminded me of some client workshops we’ve conducted where a part of the outcome is having individual staff develop Personal Mission Read more

2 of 3 Customers Switched Providers – Did Yours?

Posted on in Business Advice, World of Customer Service Please leave a comment

A recent Accenture consulting research study noted that 2 out of 3 consumers worldwide “switched providers in at least one industry in the past year due to poor customer service.” In addition, “Forty-four percent of consumers said their expectations today are higher than they were just a year ago.”

Boiling these two key points down to a quick conclusion, you could say that today’s customers expect more, and they are highly likely to leave if you don’t meet those expectations.

So what do you know about TODAY’S customers? Don’t just think in terms of surveys you conducted on customers 2 years ago or market research conducted 4 years ago or focus groups you did 18 months ago. What do you know about the customers you have TODAY?

Older information from past customers about previous experiences in a different time can lead to faulty decisions for tomorrow.

Any organization that wants to continue to learn, to improve, to grow, to succeed has to – at the same time – continually communicate with and learn about their customers. What do they expect out of their experience? Why are they a customer? Why would they leave? What competitors are they considering or already patronizing? What makes them loyal to you, or what WOULD make them loyal to you?

Ensure you have an ongoing customer research strategy that provides you with the fresh intelligence you need to retain and grow with TODAY’S customer.

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/


Another Great Example of “Hire for Attitude, Train for Skill”

Posted on in Business Advice, Government Please leave a comment

In Halifax County, Virginia, the retiring Executive Director of Social Services, Betty Wells, reflected on her career. She’s quoted in the Gazette-Virginian article about how she viewed her job. Ms. Wells stated “I see my job as being one that I hire the staff that I think will be the best providers of customer service. Then train them to do their job, let them do their job, expect them to do their job and to do it in a professional way. The employees who work here try to treat everybody the way we would want to be treated.”

In a short statement, she described several keys to great customer service. First, hire people with a propensity to deliver great customer service. Don’t assume every prospective employee enjoys interacting with others, enjoys serving others, would rather meet the need of an individual than complete an administrative task. You’ve got to hire for the right attitude. It’s a lot easier to train someone in a skill than to re-wire someone’s attitude.

Second, formally train the staff – don’t just put them with a co-worker for a day of on-the-job training. Invest in creating a certain high standard of performance from your new staff. I used to work with Accenture (then Arthur Andersen) in the management consulting division. They sent all new hires to a college they owned in Illinois for 3+ weeks to train them in the skills they needed, the work ethic they desired, the culture they wanted, and the method of performing work they expected. While you may not have the time or funding available for 3 weeks of training, you need to devote enough training to ensure high productivity, adherence to key processes, high quality, and an understanding of the culture from Day 1.

Third, tell staff what you expect of them. Many staff complain (when they get their evaluations at year-end) that they didn’t know what was expected, or they didn’t know they weren’t meeting expectations. The more clear you are with your expectations of staff, the better the staff will meet them.

Finally, apply to Golden Rule of customer service to your job. Most recurring customers care how they’re treated, and more than 2/3rd of lost customers leave because they perceive you’re indifferent. You want others to care about you and your needs; treat others likewise.

Learn a little about customer service from this social services leader.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/