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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

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Grow Your Slice of the Pie

Posted on February 29, 2012 in Business Advice, World of Customer Service Please leave a comment

Shareholders like earnings. People like pizza. So how do you get better earnings in a pizza firm?

According to Domino’s Pizza CEO Patrick Doyle in this article on cnbc.com, it’s about “retention and customer satisfaction.” The company’s 4th quarter net income rose to $30.9 million. He also addressed how social media has allowed more 1-to-1 communications with customers.

Not every business lives and breathes customer retention, and much of that is because those that don’t live and breathe customer retention instead live for the new conquest, the new sale, the new client. It doesn’t have to be an either/or thing – retention v. the new sale – but it’s something businesses need to debate. And the debate needs to start with this one question – how much of next year’s revenue will (or should) come from this year’s customers?

Any understanding of the importance of customer retention starts with an intentional determination of the financial impact of retention. So how much of a slice of the revenue pie comes from past customers? How can you increase that slice? What’s your retention target? What drives their loyalty? How can you grow relationships with them? And when they leave, how do you find opportunities to get them back?

Answer these questions to grow your slice of the pie.

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

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Why Customer Service is “IT” in Technology

Posted on February 22, 2012 in Business Advice, World of Customer Service Please leave a comment

In the ZDNet article IT managers: Customer service trumps managing costs, the author references a study of 220+ US-based Information Technology managers about their priorities, and customer service was listed as a high priority to the point that 70% felt that customer service was more important to them than managing costs. Now this is important to note, particularly since technology is often seen as a driver of productivity in organizations and, therefore, a cost reducer.

Of those responding to the survey, 65% said they felt “personal pressure” to provide good customer service. So what is driving this “personal pressure?” In most organizations, pressure to provide great customer service comes primarily from the customer. Now it may go through executive management to the middle managers, but it starts with the customers.

In the world of Information Technology, those customers are typically other departments in the organization. They’re complaining about the lack of responsiveness. They’re complaining about technology people too focused on the technology and not focused enough on the people to whom they’re supplying the technology. They’re complaining about attitudes of arrogance. They’re complaining about cumbersome processes to get a request submitted, an issue resolved, or a need met.

So when I.T. managers say they feel “personal pressure,” it’s typically coming directly from company executives who understand how overall company performance in serving the external customer is impacted by service to internal customers.

Now look at your business. Think about all the people internally that need to share information, ideas, technology, supplies, and materials with each other to meet that end customer’s need. To figure out how to make great improvement in customer service to external customers, figure out how to serve internal customers more efficiently, simply, and respectfully.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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


Don’t Let the CRM Tail Wag the Dog

Posted on February 8, 2012 in Business Advice, World of Customer Service Please leave a comment

Lacking a strategy on how to retain customers, many businesses look at their cool new CRM (Customer Relationship Management) system and go down the wrong path.

You mean we can setup the system to e-mail the customers? Great! Our retention plan is to blast our customers with e-mail marketing messages!!

You mean we can pull in fields from the sales module and use those with our current customers? Great! Let’s figure out what fields those are so we can make sure we get that information…so that we can have that information…so that we can look at that information…and we can manage our customer relationships!

You mean there are standard surveys and dashboards that we can use? Great! We’ll use those survey questions and those dashboards to manage our customer relationships!

Now what’s wrong with all these scenarios? Hopefully you’ve guessed it. The company is devising a Touch Point Plan based on a computer system’s feature. The company is determining what intelligence to acquire based only on what the system gives them. The company is surveying and managing through standard reports from a system.

The system is creating, executing, and managing the strategy. The tail is wagging the dog.

Instead, companies should determine their own retention and growth plans with existing customers, and determine how to leverage the CRM system to help when needed. Companies should determine what intelligence to gather, how to gather, and – actually as the starting point – what they’re going to do with that intelligence. Companies should determine how they want to analyze it; then get the system to do what it needs to do for them.

Systems are generally built generically – for broad application.

Your business is built SPECIFICALLY – for your customers. Lead your systems; don’t let them lead you.

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

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/


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