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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

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

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I’ll Drink to Great Customer Service!

Posted on February 16, 2011 in Business Advice Please leave a comment

In England, Simon Longbottom, managing director at Greene King Pub Partners, has embarked on a series of customer service initiatives for his pubs. The article (in Eat Out Magazine) notes how Pub Partners’ licensees will get customer service training to make consistent and improve customer service at the affiliated pubs.

The program was spurred on by recent secret shopper reports which have garnered national attention in UK retail circles. Keep in mind that Mr. Longbottom is doing this purely for business reasons. He states that “Research has shown that a high level of customer satisfaction has a direct correlation with customer spend.” He’s doing this for the money – customer service is just good business.

There are 8 key areas of focus for the training: Customer service and the profit chain, Service Excellence, Retail Service Excellence, Driving Up Performance, Service and Standards, Customer Feedback, Engaging People, and Action.

Great customer service works in banks, it works in pro sports, it works in government, education, healthcare, and even…in pubs.

Raise your glass for great customer service!

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/


In Pursuit of…a WOW Director

Posted on February 15, 2011 in Business Advice, World of Customer Service Please leave a comment

In yesterday’s article titled Assistly Redefines Customer Service With New Role, VP of Customer Wow, a CRM/Customer service software firm (Assistly) touts a newly created position – “VP of Customer Wow.”

Whether this position will do what it’s marketed to do remains to be seen, but we like several aspects of it.

First, this is a CXO level position, and we often talk about organizations who care about customer service needing to have structures that support that culture and management that models what’s expected of employees.

Second, the “Office of Customer Wow” is supposed to have broad-based authority across divisional silos, so that should help in their role as problem solver for their customers.

Third, the Office must spend about 20% of its time on “Random Acts of Kindness” for its clients – essentially proactive free work.

Look inside your own organization, and think about the culture you want to create. Do you have the structure, the leadership, the proactive customer touches that drive client retention and growth?

Look at your own organization to find your inner Customer Wow!

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/


Build a Retention Program

Posted on February 2, 2011 in Business Advice, World of Customer Service Please leave a comment

You have a marketing plan, a social media presence, and sales program. But do you have the same structures in place for retention?

In a recent Body Shop Biz article, the Toronto Area Dealer Association’s “Renewit program” is noted because it focuses on how the association is helping members to increase customer retention, sales, and profits. Among other features, the program directs the customer’s vehicle back to the dealership after a breakdown or wreck.

Now whether the program turns out to be as great as advertised is not yet known, but there is much to be learned from the program.

First, you have to have solid data on the customer and the product/service they purchased in order to communicate most effectively with them – make sure these details are acquired during the sale and effectively flow to your customer service systems.

Second, make it easy for the customer to contact you back if they have an issue. You’d rather resolve the issue and keep the relationship than have them go elsewhere today for support, since that might make them go elsewhere tomorrow for a product.

Third and more broadly, view your customer service functions as revenue-building entities that should have the goals, technology, people, and processes that focus on staying in touch with clients, meeting after-the-sale needs, and deepening relationships.

Build your own great customer service body shop.

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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