World of Customer Service | Customer Service Solutions, Inc.

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

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

Higher Ed – All About Customer Service for Student Success?

Posted on in Business Advice, Education, World of Customer Service Please leave a comment

blog-10-5-16I was presenting results of mystery shopping research years ago to a Higher Ed client.  There were about 150 people in the room, and in the middle of the presentation, two professors stood up on opposite sides of the auditorium and starting yelling at each other.  They were arguing over whether students should be viewed as customers.

Without rehashing the details of that conversation 10+ years ago, let’s juxtapose that visual to the visual of Universities looking at customer service as a key to Student Success.

The transition is starting to happen – even in Higher Ed.

In the article Customer Service May Be A Key Ingredient To Increasing Successes And College Rankings Without Increasing Costs, the author highlights all the many initiatives that colleges and universities have underway to maximize student retention, graduation, and other measures of Student Success.

She states “Many schools are creating infrastructures that consider its students as customers; it wants its students to feel that the University is working for them rather than against them. This manifests itself in how students are treated in all aspects of their interactions with their university. It includes attention to course scheduling, ease of registering for courses, early provision of financial aid packages, etc. They want to make sure that students have a good experience.

She offers as an example “Too often, classes are scheduled for the convenience of the faculty rather than the student resulting in most courses being scheduled between 10 and 4 Monday through Thursday resulting in conflicts for students when many of their classes are scheduled at the same time.

The author highlights a University that has hired an executive to oversee the student experience strategy and to develop metrics to gauge performance.

Just as with any organization/business, it’s not all about the Education or the Price that keeps the student in school or facilitates their graduation.  Sometimes it’s conveying to the student that they’re valued, and customer service in the development of organizational strategies and the 1-on-1 Moments of Truth where those strategies are implemented can be the difference between a student feeling valued or looking elsewhere.

Use customer service strategies and techniques to show you value the student.

Would you like to learn about how CSS helps Education-industry organizations succeed?  Visit http://cssamerica.com/education-industry/


Government Opinions Driven by Bad Customer Service

Posted on in Business Advice, Government, World of Customer Service Please leave a comment

blog-10-3-16Have you ever had an issue with your water bill?  How about the appraised value of your home?  Concerned you’re overtaxed?  Did the building inspector fail to show up as planned?  Did the City leave your yard in a mess after digging up a water line?

These are all negative situations with local governments, but they don’t have to be entirely negative experiences.  There are 350 million people in the U.S., and local governments interact with all of them, so there are going to be issues, but often opinions of the government are not formed based on the issue itself.  Opinions are largely formed based on the employee’s reaction to the complaint.

In the article Water bills: City Council ‘displeased’ with customer service, numerous complaints about customer service at the City are noted.  However, although the situations dealt with unexpectedly high water bills, the complaints that rose to the level of City Council were about the City’s handling of the issue.

Customers complained that their issues were “ignored and brushed off by city employees” and “employees have (had) a short temper.”  And one Councilman noted “The thing about customer service is, if you have one bad experience, that’s what gets out.”

Unfortunately for local governments, their reputation for serving the community isn’t determined similar to many private sector businesses who try to “delight” the customers or create the “WOW” experience.

Reputation is created in the responses when questions and issues arise.

What is your organization’s response plan? How do you deal with the irate customer or the complaint?  How are staff trained, and what tools are they given to rectify the situation?

Don’t just focus on the creating the WOW.  Create a plan and an organizational personality that shines greatest when the complaints come flooding in.

Interested in learning how CSS supports local government customer service?  See more at:  http://cssamerica.com/government

 


Find Assets that Build Fan Affinity

Posted on in Business Advice, Sports, World of Customer Service Please leave a comment

blog-9-30-16What do football fans care about other than winning?  Lots.  Some care about having a kid-friendly environment, some care about being treated special – that customer care, and some care about food!

To some it’s the halftime show and to others it’s knowing the direction of the team – hopefully a positive direction.

So it’s important to highlight an organization like the University of Kentucky as noted in the article UK football season ticket holders tour practice facility.   They didn’t get to tour the Chancellor’s office or take home any championship trophies; it was JUST a practice facility.

But to some fans, it was something special, unique for them, something that shows the direction of the team, something that proves a future investment, something that tightens that relationship with the program.

So what are your organization’s assets?  What are those events, activities, facilities, or awards that could be leveraged to build relationships and make the renewal process flow easier?

You can’t control what happens on the field, but you can control much of what else drives relationship and renewals with STHs.

Find your organization’s assets, and use them to make fans feel special.

Want more ideas?  See what CSS can do for Sports Organizations at:  http://cssamerica.com/sports 


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