productivity

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

Using I, We, or You in Customer Service - 9/1/20


It’s amazing how many conversations can go horribly wrong or incredibly right, not because of the use of a 4-letter word, but simply because of the use of a 1, 2, or 3-letter word – I, We, You. The incorrect use of I, We, You in conversations causes problems more Read more

Get Your Guru On - 8/25/20


You may have heard of management gurus - these people who seemed to know all and be all, to have the wisdom of 1000 leaders.  Maybe you’ve heard it in your industry as a guru in sports psychology or the master of economics or sociology or human behavior. And so Read more

Whether You Believe You Can Do a Thing or Not, You Are Right - 8/18/20


This is a famous Henry Ford quote, and the quote is all about self-belief, all about confidence. We’ve often spoken about the need to be confident and how to gain confidence, because that confidence - or the lack thereof - is imparted on the customer. But how does a customer tell Read more

Grind it out Today for a Better Tomorrow - 8/11/20


It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow. We’re all having to be more flexible.  We are all facing less consistency, less Read more

Increase Research for Improved Customer Relations During COVID-19


What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect. No Communication = No Connection If we don’t have some frequency of dialogue with the customer, then we Read more

Never Before… - 8/4/20


The importance of customer service is at the forefront again in our economy.  We noticed this clearly in the early 2000s when the country’s economy struggled, and we noticed it again during the Great Recession several years later.  Today, with yet another set of unexpected and extreme economic challenges, Read more

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

Posted on in Customer Service Tip of the Week Please leave a comment

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 have so many work hours in the day – hopefully we have some time for our personal lives and for sleep. But the work is still there to be done.  The question is, how do we find ways to work less hard?

I’m not suggesting we find ways to be less productive or less quality-oriented or less customer-service oriented.  I’m just posing the question:  How can we find ways to work a little bit smarter and a little less hard?

Ask yourself a few questions:

  • When do I write things on paper that I have to keep track of and manage (or rekey into a computer) which I could instead log directly into the computer and save?
  • When do I touch a document or a project or spreadsheet or report or an e-mail 3-4 times, when I could touch it once?
  • When do I copy 5 or 10 or 20 people on an e-mail who all now have to read that e-mail, when I could copy 1 or 2? Similarly, when do I get copied unnecessarily when I could reach out to those senders and let them know they don’t need to copy me under certain circumstances?
  • Could I do a better job of planning my day today – and working my plan today – so I don’t have to constantly think today about what I need to be doing tomorrow?
  • Is there a report or document that I produce once a week that I could stop producing and no one would ever notice or ever care?
  • If I slept an extra 10 minutes or drank an extra cup of water or ate 1 less candy bar (Milky Way is my preference), would I be able to work a little shorter day and have the energy to get a little bit more done?

 

These are some simple questions, and if we can come up with answers to a few of them and implement solutions, maybe we would find ourselves working a little less hard and yet being a little bit more productive, more focused, more energetic, and producing a little higher quality work.

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To Do More, Find Ways to Do Less – 2/9/16 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


“I have too much to do and not enough time to do it.”

“I can never get anything done.”

“They keep adding things to my plate, but they never take anything away.”

I’m sure most everyone reading this tip has said something similar at some point in their work lives. We are asked to do more and more and more, and at some point the quality suffers, or we work ridiculous hours, or we can’t get it all done, or we burn out.

Often, we can’t control what we’re assigned by others to do, so how do we do more? Start by asking yourself: “How can I do less?”

Leverage Technology – About one year ago, I bought a new computer/tablet to replace my 7-year old lap top. Instantly programs loaded more quickly, information linked together more smoothly, technical issues virtually disappeared, and now I use almost NO PAPER – leveraging technology made me more productive.

Stop What You’re Doing – I periodically ask myself – what if I stop doing this? Would anyone care? Too often, people generate reports, track worked hours or productivity or quality statistics that – today – are no longer meaningful or even read. At least once a quarter, look at the data you collect and the reports you generate, and question whether they need to continue.

Reduce the Excess – When CSS started 18 years ago, we spent hours creating these gorgeous 20-page proposals for relatively small projects. Over the years, we moved to 6-page proposals and then 4-page approach documents. Now we do a great deal of 1-2 page Price Quotes. Customers don’t have time to read large documents, so why should we give them something they don’t want? When you’re designing documentation for customers, find out how they’d prefer to receive information and what information is truly important to them. Design it that way, and get rid of the documentation excess.

Don’t Create from Scratch – For years, I’ve been a proponent of replicating (but personalizing/customizing) e-mails. You can be so much more productive/professional if you don’t create everything from scratch.

Get Information in a Productive Format – Finally, get people to give you information in a standardized manner – we provide our mystery shoppers with very specific templates so we can focus on the content of what they found rather than the structure of HOW they provided their analysis to us. Use forms, templates, and clear/specific questions to have people submit information in a way that’s most useful and productive.

To do more, find ways to do less. Build your own customer service capacity.

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