city

I Think I Think is Wrong - 10/20/20


I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much. Please forgive the Shakespearean reference, but it seems to fit well here.  When we are talking to co-workers and customers, and we’re giving Read more

Be Slowest, and Be the Best – Chick-fil-A - 10/13/20


About one week ago, the Atlanta Journal-Constitution had an article that analyzed the results of a SeeLevel HX research engagement on the customer experience at fast food restaurants.  The results were seemingly contradictory.  The fast food chain with by far the overall best drive-thru experience was Chick-fil-A, and yet Read more

Connect During Customer Service Week - 10/6/20


It’s Customer Service Week…woohoo!  This week should be all about the customers we serve and the staff who serve them.  This should be about conveying we value other people, and – hopefully – having other people convey that they value us.  It’s a week about people – about us. This Read more

Temper the Tone of THE VOICE - 9/29/20


The television show The Voice is a singing competition.  The opening episodes of every season begin with individuals singing while judges have their backs to the singer.  The judges can’t see the singer, so they are evaluating the performer purely based on their voice. Oftentimes, when the judge turns around, Read more

Keep On Going - 9/22/20


Thomas Edison once said “Many of life’s failures are experiences by people who did not realize how close they were to success when they gave up.” You are close to success – Keep On Going. Winston Churchill once said "If you’re going through hell, keep going."  This quote has been taken Read more

Lessons Learned for COVID Era Sporting Events


Since the sports world has begun inviting fans back to their events on a limited basis, CSS has been fortunate to work on multiple events with our sports clients.  Much of our work is fan research-oriented, where before or after events, we are engaging fans to identify expectations, potential Read more

Create a Common Definition of Customer Service - 9/15/20


Peter, Paul, and Marie are co-workers. They are all customer service representatives.  When Peter thinks of good customer service, he defines it as being friendly to the customer. “And I am friendly,” Peter says.  “That’s why I don’t know why they send me to customer service training.” Paul thinks customer Read more

COVID-19 Demand Management Strategies for Customer Service Channels


We all want demand for our products or services.  This helps us to generate revenue and to provide something of value to our customers and communities.  But customer demand does not strictly relate to products and services.  Demand also relates to communications, information, issue resolution, education, and other aspects Read more

Hard work never killed anybody, but why take a chance? - 9/8/20


This is a quote by Edgar Bergen.  He’s one of the most famous ventriloquists of all time, but I guess he wasn’t necessarily one of the hardest workers of all time.  By sharing this quote, I am not supporting the idea that we shouldn’t work hard…or am I? We only Read more

Reach Out More for COVID-19 Customer Retention


Ever since the Coronavirus pandemic became a reality for individuals, their communities, and their countries, it became clear that people were going to be hurting…that lives were going to be changing…that the realities of the past were going to be very different from the current and near-term future realities. When Read more

Change City Culture by Doing This…and What Else?

Posted on in Business Advice, Government Please leave a comment

Blog 12-2-14In the recent WTOC story City Council discusses budget, customer service, the City of Savannah is highlighted for their initiative to change the culture of the organization. They plan to setup rate-your-service kiosks and put everyone through customer service training. While these are positive actions to take, there has to be more, right?

When you think about a culture, you think about “how things work around here,” you think about how decisions are made, how relationships work, how communications flow, what it’s really like to work at the City of Savannah. So what impacts that?

The organization’s Mission, Vision, and Core Values impact that; leadership has the biggest impact on that culture. Reward/recognition systems, accountability based on well-documented and well-communicated customer service standards impact that culture. The organizational structure, workflow processes, who and how they hire, and internal and external communications impact culture. And yes, measurement is important, but how are they creating a consistent dialogue with residents to truly know and act on the “Voice of the Customer?”

Too many organizations take an approach to changing culture that is like putting new tires on your car; the new tires make the car look a little fresher and shinier, but they haven’t impacted what truly makes the car go.

When you are looking to change culture, realize that you’re about to undertake something important, something big!

Take a comprehensive approach to culture change.

Did you like this post? Here are other Government-related posts:


Culture can be the Root of City Government Service Issues

Posted on in Business Advice, Government Please leave a comment

Blog 9-4-14In too many local municipalities, when the call volume increases for the contact center, you simply hire more staff. When loud complaints arise, politicians make speeches echoing the community’s concerns. When the pipes burst, you create a laundry list of solutions without first identifying the root cause.

That last example of reaction in local government happened in Winnipeg recently. According to the article Customer service at Winnipeg city hall should be a priority for our new mayor, last winter’s occurrence of bursting pipes for local residents required reorganizing their 311 call center, better dealing with their infrastructure, and realizing that some things are just natural disasters.

But according to the article’s author, what really made the problem so exceptionally bad were factors including “The city failed to identify the problem soon enough, failed to notify homeowners about what they could do to prevent freezing, failed to acquire enough equipment and manpower to thaw pipes, and failed to provide affected homeowners with the help they needed in a timely manner.”

These are issues of lack of measurement, lack of proactive communication, lack of community education, lack of long-term planning/thinking, and lack of responsiveness. In short, it was poor customer service and a lack of a customer-focused culture. Our company has seen often with our clients (in public and private sectors) issues become far worse than necessary. The issues were difficult enough to address, but the reaction to the issue often exacerbates the problem. Organizations that don’t understand how to create an aligned culture focused on service and responsiveness get caught when the issues arise.

They don’t anticipate. They don’t empathize. They don’t react well or quickly. They don’t communicate proactively. They don’t succeed.

Sometimes great “PR” for a local government is not just about having an excellent communications department. Sometimes great PR is a direct result of a culture that’s great in the 1-on-1 Moments of Truth with their residents.

When seeking to improve relationships with the community, local city and county governments first need to ensure their culture is designed to succeed.

Did you like this post? Here are other Government-related posts:


Clinton (not that one) Gets Customer Service

Posted on in Business Advice, Government Please leave a comment

The City of Clinton, NC had a good idea. Instead of resolving themselves to the fact that they would have to continually deal with 20% of all utility bills being paid late, having to call most of those late payers, having to cut-off service to some, and having to reinstate service to many of those cut-off, somebody took a step back and asked a simple question. What is causing all these late payments? Then they took an interesting first step by deciding to simply ask the customer.

In the article City rolling out revamped water bill, efforts by Shawn Purvis and the City’s Finance Department are noted. But what struck me most about their efforts is that the approach was based on root cause analysis such as ‘Let’s not assume we’ll always have late bills, complaints, and cut-offs at certain levels and that we cannot do anything about it. Instead, let’s try to figure out why all these issues are occurring and put in some permanent fixes.’

So they began asking late-paying customers why they were late; based on those responses, they implemented solutions such as simplifying the utility bill, better educating customers, and noting total bill payment levels if paid on time v. late. In other words, they asked the customer, and they acted on what the customer told them.

CSS has redesigned bills and invoices for clients, too, and it’s to achieve some of these same goals – making it easy for the customer to pay you on time…reducing the numbers of calls and complaints about bills.

This is the beauty of root cause analysis. While it’s not a panacea, it puts the focus on understanding why bad things happen, and – in customer service – one of the best ways to determine the “why” is to simply ask customers and employees.

Learn a (non-political) lesson from Clinton.

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

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/