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A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

Create Awareness of Alternatives - 2/4/25


Sandy was hungry, and she was on the move.  Driving between meetings, she saw the restaurant sign and pulled in.  The fast-food restaurant had two drive-thru lanes.  One was for any customer who wanted to place an order on the spot. The other was for mobile orders only.  The Read more

Listen with Your Eyes - 1/28/25


Out of the corner of his eye, Patrick saw the customer enter the lobby.  The customer was carrying a large shoulder bag with several papers in her hand.  The customer was shuffling the papers and looking down; then she stopped, looked up, and saw the staff navigator sitting at Read more

When You’re the Educator, What Should You Teach? - 1/21/25


The best customer service professionals are also excellent educators.  Not only within the organization, but I’m talking specifically about the role they play as educator with their customers.  With all the self-service options that technology provides, customers often have the opportunity to do things on their own, to investigate Read more

Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

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Where Scripting Does (and Doesn’t) Work to Improve Survey Scores

Posted on June 1, 2011 in Business Advice, Healthcare, Sports Please leave a comment

I don’t promote scripting, because too many companies take it literally in that they force their employees – without the least bit of sincerity – to make the same statements over and over and over again to the customer.

“Did I deliver great service today?"

“I hope I provided excellent customer service.”

Customers can sense sincerity and insincerity, communications they trust and mistrust.

So when we hear that some companies have their customer service reps and other staff use those statements because “Great” and “Excellent” are ratings on the surveys, I cringe.

Don’t rig the surveys just to have them say what you want them to say in terms of “Excellent” or “Great.” Customers can usually smell that a mile away, and just as importantly, you may not be getting a true indication of your customer’s satisfaction.

Now when it IS beneficial to have a little bit of scripting and training and education with staff that relates to surveys is when the terminology you use to describe the attribute they’re evaluating is not obvious. Maybe you ask on the surveys about “discharge instructions,” but when you talk to the patient in the hospital, you never referenced the phrase “discharge instructions.” In these cases, either refer to “discharge instructions” using that term when they’re in the hospital so the patient knows what you’re talking about on the survey, or use a more simple term or phrase on the survey like “Did they explain how to care for yourself when you go home?”.

When you’re conducting a survey and you’re asking the season ticket holder for the pro sports team to evaluate their account representative, make sure they know about whom you’re talking. Have the representatives refer to themselves as “your account representative” or “your personal representative with the team” when talking to the season ticket holder.

Make sure that the terms you use on surveys are terms customers are familiar with from having dealt with your organization. If you want great performance, you have to make it clear with your employees what great performance looks like, and to evaluate that performance, use terms on the surveys that you commonly use with your customers.

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/


Social Media and Customer Service – Are you integrating?

Posted on May 26, 2011 in Business Advice, World of Customer Service Please leave a comment

It’s a big buzz in the customer service world and in the business world in general. It’s all about social media – Twitter, Facebook, whatever your preferred flavor may be.

In the article Carriers using social media to measure & improve customer service, an IBM exec notes during a forum in Dublin, Ireland that a recent study indicates 33% of consumers overall look for product information via social media while 50% of 18-25 years olds search the social platforms.

Panelists on the topic agreed that “Effective social campaigns to measure and improve customer experience require individualized attention and an increased response speed.”

Let’s stop. Forget about the fact that we’re talking about social media; I’ll even take that word out of the statement. Think about your store. Your online business. Your hospital. Your bank. Your sports team or club.

Now read this statement again: “Effective campaigns to measure and improve customer experience require individualized attention and an increased response speed.”

This fact is NOTHING NEW!

It applies to your storefront, your web, your phone response systems, and – yes – social media. Social media may set an expectation for more immediacy since people using that vehicle are part of a demographic typically looking for quick information and response. Also, from the company’s perspective, since social media can “go viral” to many hundreds or thousands of people quickly, there is a need to address issues fast to maintain the brand and minimize customer churn.

But the core point applies throughout any business; it goes beyond social media. If you want to measure and improve your customer’s experience, get to know your customer as an individual. Communicate with them as an individual. Respond to them quickly…as an individual.

Integrate Social Media and Customer Service in your business, but when you do it, keep in mind that you’re not using Social Media just to promote and sell to existing clients.

You’re doing it to serve your customer as an individual.

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/


“A Man is Known by the Company He Organizes” – Ambrose Bierce

Posted on May 25, 2011 in Business Advice, Carolinas, World of Customer Service Please leave a comment

Here’s a customer service horror story from many years ago. It’s worth recalling for you…

I went to get the newspaper on a Sunday morning and noticed water flowing from the garage. Yikes! The water heater was leaking, so I called a plumber. After one ring, the company answered and promised a prompt response from a serviceman, and the response came 30 minutes later. I explained that our water heater also heats the house, and after a very cold Saturday night, my wife and child needed a warm house as soon as possible. "Someone will call you back at 8:00 a.m. Monday to schedule a diagnostic check and probably order a replacement," he said. Another cold night ahead…

Nobody called Monday morning, so I had to call them twice. The first time because they didn’t call as promised at 8:00 a.m., and the second time because they hadn’t called back after the first call. The customer service rep couldn’t find a record of my Sunday conversation, so again they logged my information. We scheduled a diagnostic check for that day between 1:00 p.m. – 5:00 p.m. At 10:50 a.m., I finally received a call regarding my Sunday conversation, but they couldn’t find a record of the appointment I had set up only one hour earlier.

At 11:05 a.m., I was told that my address was entered incorrectly, and my appointment would have to be rescheduled. What?! For the first time in my life, I asked to talk with the Service Manager. He listened to my situation and sense of urgency, and he called a plumber from another company to come out and install a new water heater. Let’s tally the score:

· 6 people from the first company spoke with me.

· 3 times they logged or updated my personal information.

· 2 times they scheduled me.

· 1 time they got the address wrong.

· 1 time they lost my appointment.

· 2 times they said they’d call back and did not.

For all the nice people, the one ring pickup on Sunday, and all the best intentions, this company was so disorganized that they lost my business to another company.

If you’re going to be judged based on your customer service, you’re going to be judged based on your organization.

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/


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