Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 171

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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

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Anatomy of a DMV Experience – 3/25/14 TOW

Posted on March 25, 2014 in Customer Service Tip of the Week Please leave a comment


The Department of Motor Vehicles (DMV) employee was very nice and patient with me on the phone. I’m sure that any supervisor that was listening in on the call would give the representative good marks for addressing my need and thanking me for my call.

But it was a horrible experience. Why?

As Paul Harvey would say, “Here’s the rest of the story.”

A friend had just recently received a car from a relative, and it had a 10-day temporary authorization to drive without an inspection. Prior to getting the car inspected, my friend unexpectedly got very sick (she is well now, thank goodness), and my friend was afraid that she’d miss the deadline to get an inspection. So she asked that I call to see if she could get an extension:

  • Call #1 – I went to the State DMV website and didn’t find the answer, but I did find a phone number to call. The recorded message asked me to wait and gave no specific expected time for the call to be answered. I waited on hold for 10 minutes and then hung up.
  • Call #2 – I called a local DMV office (let’s call this Office “A”); after 8 rings, it started to buzz like a fax machine; I hung up.
  • Call #3 – I called another local DMV office (let’s call this Office “B”); it rang busy.
  • Call #4 – I called a 3rd local DMV office (let’s call this Office “C”); there was a pleasant message noting whether they would accept payments; they suggested I press “0” for Operator; so I pressed 0 and got a busy signal.
  • Call #5 – I called Office “C” back a few minutes later, thinking that maybe they didn’t have a call queue; after the pleasant message, I pressed 0 and got a busy signal.
  • Call #6 – I called Office “B,” hoping that it too just was overloaded and maybe didn’t have a call queue; it rang busy again.
  • Call #7 – I called Office “A,” and – again – after 8 rings, it started to buzz like a fax machine; I hung up again.
  • Call #8 – I called the State DMV again, and – after 14 minutes – the representative picked up the call as I noted at the beginning of this Tip.

We cannot assume that because one conversation went right on the phone that the customer had a great experience. For all we know, the customer may have had 7 bad experiences before that one conversation that went right.

If this was a private business, I wouldn’t have called 8 times; I would have gone to a competitor, and just like the DMV, they never would have known why.

Mystery Shop your services, or ask the customer about their experience. Never assume that because one moment-of-truth went right that the overall experience worked for the customer.

Know what you’re missing about the full customer experience.

 


Motivate Yourself? – 3/18/14 TOW

Posted on March 17, 2014 in Customer Service Tip of the Week 2 Comments


How often have you heard the expression “self-motivated?” It’s usually used to describe others such as “That job applicant is obviously NOT self-motivated” or “Joe needs to be more self-motivated.”

So what exactly are these (typically) managers saying when they lament a lack of self-motivation in others? It’s usually that they don’t know how to motivate someone, and it’s frustrating to them. It could also be that they don’t want to have to motivate someone. They’d rather that employees motivate themselves.

“They get to keep their job – isn’t that motivation enough?!”

Well this Tip has a simple idea that will make those managers (the good ones and bad ones) happy. This advice will also help those of us who don’t get the outside motivation we need.

It’s simple – 3 Steps. Step #1: Make a Success List every day. This is what I do (and it works).

At the start of the day, get out a blank sheet of paper, and write “Successes” at the top. Then throughout the day, note a word or two to remind yourself of one of your accomplishments. Today, for example, I have 5 successes so far (I just write on my sheet what you see to the left of the hyphen below):

  • Bob Smith – The name of a client who said he’d be a reference for CSS for some pro sports mystery shopping work
  • Client X Mtg – A sales meeting I had this morning that went great
  • Article Published! – Notes an article that was published today
  • Great Interview – A helpful telephone interview with a client to share information in preparation for some upcoming training
  • Survey Launched – We launched a new survey today.

By the way, completing this Tip of the Week will be #6!

You don’t use the Success List as a rehash of your To Do’s. There may be some of that on there, but it’s basically your accomplishments – a customer conversation that went well, some kudos you received in an e-mail, some interest on a new project, some thank you that a customer provided, or a word of encouragement from a co-worker or supervisor. Maybe it’s the fact that your week is planned or you reduced the backlog of work. Maybe you went through an old file and purged some old documents.

Whatever it is, write it down.

Here’s Step #2 – Read it as the last thing you do before you go home.

And Step #3 – Read it again as the first thing you do to start the day.

Being self-motivated is a wonderful attribute, but not many of us – day in and day out – can do that without intent. Be intentional. Recognize your own successes. Pat yourself on the back – you deserve it!

Create your own daily “Success List.”

 


Consider Client Onboarding – 3/11/14 TOW

Posted on March 11, 2014 in Customer Service Tip of the Week Please leave a comment


In Human Resources circles, a word that has become ubiquitous (which – by the way – is also ubiquitous) is “onboarding.” One way to define onboarding is that it’s the process of getting a new hire acclimated to their role as an employee. It’s also defined as “organizational socialization.” It enables new hires to get the knowledge, skills, and behaviors to have a successful transition into your business as effective employees.

While I’m not an expert on employee onboarding, I liken the concept to what we often recommend – let’s call it Client Onboarding.

When you have a new customer or client, if you are a long-term thinker, one who views the customer through the lens of their lifetime value as opposed to their one-time transaction, then it helps you to paint a picture of what Client Onboarding should entail.

If this new client of yours is one you want to keep for a long-time, over many years and transactions, consider these questions:

  • What can you learn about them today that would help you to better serve them tomorrow?
  • How can you ensure they have a good enough experience in this transaction that they’ll want to come back a second time?
  • What can you share with them that will help them to know how to navigate your services or processes more easily in the future?
  • Who or what do they need to know in your organization to begin forming the more social or personal relationship with your people and your business?
  • What can you do with the environment so that it becomes more comfortable, self-evident, and familiar to them in a next visit?
  • What can you do to solicit their feedback so they feel their voice is important and so you learn what’s important to them?
  • How do you convey the appreciation that makes them feel valued in their ongoing relationship with you?

While these were just seven questions, notice the common thread in each…that thread is the future. The references to tomorrow, second time, future, and ongoing. The discussion of begin forming, become, and next.

Get your clients onboard. Be intentional about what you need to do to get a long-term journey started with them.

Enable “organizational socialization” for your clients.


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