Education | Customer Service Solutions, Inc. - Page 10

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

Investigate for FACTS - 7/12/22


Sometimes the issues that we deal with don’t have an immediate resolution.  There’s unknown information and conflicting stories.  Many individuals are involved, or possibly whoever is involved is not available.  You have to investigate. For situations where you have to be clear on what occurred, make sure you’re gathering all Read more

Become a Great Teacher - 7/5/22


Are you one of those people who really liked school?  School is always made more enjoyable by great teachers and professors. Do you love sports?  Many coaches in football and basketball, in hockey and baseball view themselves as teachers…teaching the game they love to their team. True leadership is about growing Read more

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

Yakima Says Yes to Retention

Posted on in Business Advice, Education Please leave a comment

Retention is vital to business growth. And retaining a customer can refer to the season ticket holder for the pro basketball team, the resident for the cable television company, the local employer for the community, and…the community college student in Yakima, Washington.

In the Yakima Herald Article, Yakima Valley Community College (YVCC) was recognized by a national non-profit organization for its great student retention rates. The semester-to-semester retention rate increased from 75% to 81%. According to Tomas Ybarra, vice president of Instruction and Student Services, "Our new student orientation is definitely bearing fruit right now. In addition to fall-to-winter retention, also seeing increases in fall-to-fall retention (a full academic year). That’s encouraging."

So once again, we’re seeing an example of organizations successful in retention focusing hard on the new customer. In most businesses, retention is most at-risk for new or first year customers. To address this, YVCC delivers an orientation course that makes students more comfortable and confident in navigating the facility and processes and enjoying the experience. The orientation helps to create the ability for a new student to have as positive an experience as a long-term student.

So what’s your retention rate? Do you know it? If not, calculate it; if it’s 80% as an example, calculate the financial impact of not having the business from that lost 20% for the next year or two or three. That will make retention much more important from a financial perspective.

So how do you quickly try to create comfort and confidence in your first time customers? View them differently from your repeat customers. Create a plan to get the first timers knowledgeable of and pleased with the experience as quickly as possible.

Learn why Yakima says “Yes” to retention, and how it makes success from the Yes.

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/


Contractors Determine Your Reputation?

Posted on in Business Advice, Education, Sports Please leave a comment

Columbus City Schools are coming under scrutiny recently because of their bus system. Do buses sometimes pickup/drop-off late? Yes, but no K-12 system is perfect.

What has made them come under scrutiny is that the school system apparently doesn’t know how often buses are on time. Why? According to an article on dispatch.com, it’s because the service is outsourced, and the vendor doesn’t supply that information.

While the school tracks complaints (what we call “external” metrics of performance, since the data is collected from an external source – the parent), there are few internal operational metrics (like departure, arrival, on-time performance) reported within the school system.

This is a microcosm of what organizations need to be wary of when they privatize, outsource, or contract out services. Having an outside organization provide a function does not allow a business to abdicate responsibility for the quality, timeliness, or service-level of that function. To the customer, that contractor IS your business.

We’ve worked with many sports organizations, and a common issue for them is the staff who provide security or take tickets or man the concession stations or serve as ushers are rarely employees of the teams, but they often have a huge impact on the customer’s experience.

When you contract out to others, make sure you have metrics in place to measure their performance. Make sure you have processes in place to ensure their quality. Make sure you train them on your customer service standards and philosophies. Make sure you – whenever possible – have service-level agreements which require them to perform to a certain level to get full compensation.

Make sure if the contractor’s performance can determine your reputation, that you’ve done everything possible to ensure that performance is great.

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/


Who is Your Retention Director?

Posted on in Business Advice, Education Please leave a comment

Lamar University was just nominated for an award by the State of Texas. In the article titled “Mentoring program selected as finalist for Texas Higher Education Award” (http://www.lamar.edu/newsevents/news/207_8985.htm), Lamar’s African-American Male Professional Connections Mentoring Program is in the running for the prestigious award.

There are two especially interesting points in the article. First, the person interviewed from Lamar references how the sense of community on-campus (while the individual is a student) helps to lead to long-term involvement of alums post-graduation. So that sense of community is a huge driver of retention.

Second – and equally as compelling – is a point only referenced once in the article but which is key to any successful retention program. The individual from Lamar who was interviewed is the “Interim Associate Provost for Student Retention.” That’s right, his title puts him in charge of retention.

Think about all the initiatives that organizations have underway to improve the customer experience, or to retain students, to renew season ticket holders, or to enhance customer service. The ultimate goal of each is client retention and growth. But who is truly accountable in your organization for client retention and growth? Is it a committee, a team, a group…anybody?

By having someone with the title, an accountability structure is put in place, priorities are set, resources are dedicated, time is allotted. In other words, this University must be serious.

Make sure your organization is serious about retention. Make sure you have a designated team or person who is your Mr. or Ms. Retention.

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

Check out our new customer service book at http://www.amigreatat.com/