customer experience | Customer Service Solutions, Inc.

Home  /  Be Amazing – 4/23/24  /  customer experience

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

•••••

Be Amazing – 4/23/24

Posted on April 23, 2024 in Customer Service Tip of the Week Please leave a comment

Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing.

We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we cannot do, or we just truly appreciate.  Unfortunately for me, I’m not amazing enough to steal and dunk a basketball in the NBA Finals, or to be an astronaut, or to be somebody who can replicate my mom’s cooking.

But fortunately, none of those skills or attributes are required for being great at customer service.  We can still amaze others in customer service.

To amaze is to do beyond what others expect or typically experience.  It’s to be different…in a good way.

So how can you be amazing in customer service?  Find your something better or your something different…in a good way, compared to others in customer service.  Find that thing you do or that way you do something that is beyond what others expect or experience.

When the customer walks up, most employees remain seated.  Stand up when the customer arrives.  Most employees will hop into their script when they get the phone call.  Instead, make your first couple questions about them as a person rather than about their account number.

Most employees never share their name in a conversation.  Start the conversation by introducing yourself.  Most employees try to figure out where the customer needs to be transferred or where they need to go next.  Instead, you could take them to the next stop, or you could help them navigate to the next step in the process.

Consider what most employees don’t do, what they are in a rush to do. Consider what information they leave out, what activity they try to avoid.  Then – to be amazing – do what other employees don’t do, what they don’t have the patience to do, sharing what information they leave out, doing the things that others try to avoid.

Be amazing by being helpful, patient, informative, and supportive.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


The Proven Value in What You Do – 4/9/24

Posted on April 9, 2024 in Customer Service Tip of the Week Please leave a comment

Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023.

In reading the article, you’ll note that many of these key research findings are about you – the value you provide to the organization through the customer service and great experience you provide to others.  Here are a few examples:

  • 87% of customers actively avoid buying from brands they don’t trust. You help to build the customer’s trust of your organization.
  • 60% of leaders say customer service improves customer retention. You help to retain customers.
  • 64% of leaders say customer service has a positive impact on their company’s growth. You help your organization grow.
  • 81% of customers say a positive customer service experience increases the chances of them making another purchase. You’re helping to generate repeat business.
  • In 2022, only 3% of U.S. companies were customer-obsessed, a decrease of 7% from 2021. By caring about the customer, you’re helping your organization differentiate itself from others.
  • 39% of consumers have less patience today than they did before the pandemic. You’re dealing with impatient customers so your bosses won’t have to.
  • 86% of consumers say showing empathy is powerful in building a strong relationship with the brand. When you show empathy, you’re helping the company to engender loyalty.

 
There is true value in what you do, not just to the customer, but to your organization, as well.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


It’s Not About the 5-Minute Wait – 3/12/24

Posted on March 12, 2024 in Customer Service Tip of the Week Please leave a comment

Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax payment, had been standing there for 5 minutes, and the line had not hardly moved.

The supervisor, Janice, came out of her office, saw the customer, and listened to him from a distance for about 10 seconds. Janice turned to Robert and said:  It’s not about the 5-minute wait.

Robert and Janice walked up to the customer to speak with him, and they took the customer to the side, away from the rest of the group. They chatted with him about his situation, and Janice was right.

The customer had to be at work in 15 minutes, and he was a 15-minute drive from his job. He was going to be late.

His mapping app on his phone had directed him to the right building, but the parking spaces were full. So, he had to find another parking area – which was a block away.  That took five more minutes of driving and a 6-7 minute walk to get to the building.

The man lived 20 minutes from this building, so, he had left his home a long time ago to get to this location on time, to make his payment on time, and to get to his job on time.

He actually had to make the payment in person, because the County’s web payment portal was down, and the payment was due today.

Robert just assumed it was an impatient customer raising a ruckus.  Janice didn’t make any assumptions, and – after witnessing the customer from afar for a few seconds – she was pretty sure something else was going on.

When a customer is making a big deal about something that doesn’t seem so big, consider that maybe it’s not about the 5-minute wait.  Show a willingness to ask, listen, and learn.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


1 2 3 4 5 6 7 8 9 10 ... 50 51   Next »