awareness | Customer Service Solutions, Inc.

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Care Enough to Give Them a Heads Up - 1/30/24


Nothing bad at all might happen.  Every day in the office could seem like every other day.  Sights and sounds and smells might continue to be the same.  But we have a lot of construction going on around our offices, and the building manager knows the type of work Read more

Be Better than AI Customer Service - 1/23/24


There was a recent CBS Sunday Morning Show story called: How artificial intelligence is revamping customer call centers. The journalist described how artificial intelligence is being used in customer service, and he noted the millions of pieces of information that can be processed in a matter of seconds. There are clear Read more

Recognize the Situation, and Pivot - 1/16/24


The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments Read more

Sharpen Your Service Delivery - 1/9/24


You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull? I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its Read more

Make Empathy Your Superpower - 1/2/24


I was facilitating a Service Excellence Training class for a Higher Ed client in the Northeast several years back.  As I was walking through the portions of our technique for defusing the angry customer, I talked about empathy.  I talked about accepting responsibility. Immediately, one of the hands in the Read more

Holiday Poem 2023 - 12/26/23


The days are getting longer, The skies are getting brighter. Festivities behind us, And festivities before us.   There’s ups and downs and change coming, And we can’t predict when or where. There’s challenges and joys and opportunities around, Of which you may or may not be aware.   But one thing we know as we look at each Read more

Refresh, Rejuvenate, Refocus - 12/19/23


It’s that time of year.  We’re going 100 miles an hour, and holiday time is upon us.  We not only have all the work to do, but we somehow have less time to do it.  We somehow have other things that are of competing interest, and even though those Read more

Do You Know if They Know?

Posted on in Business Advice, Government Please leave a comment

We’ve designed a great number of surveys for municipalities and their agencies, focusing on customer satisfaction, perception, and awareness. What is so important with these government-based research instruments that is often downplayed or overlooked entirely is the focus on awareness.

Awareness questions typically focus on two areas: (1) Gauging the resident’s awareness of services and programs offered by the municipality and its agencies and (2) Gauging the resident’s awareness of processes – essentially how to do things.

These questions are vital because all the radio public service announcements, flyers, and government TV channels cost money; but the goal is not to implement a strategy to push information to residents. The goal is for the residents to understand, to remember, to be aware. So that awareness has to be measured – municipalities want participation (i.e., people using their parks, getting access to support services, attending events, and utilizing their recreation centers), and they want whatever revenue is associated with that participation.

But in this age of customer service being balanced with customer “self-service,” residents must also be aware of HOW TO do things. What’s the process to apply for Medicaid, to reserve a park shelter, update my business listing online, get a new recycle bin, or report that the neighbor puts oil down the sewer drain? The more educated residents are on how to do things themselves, the more efficient a municipality can be in providing that service since the resident either goes through the process on their own or they contact the right employee to help them the first time.

These principles are universal in business – customer awareness is a huge asset to any business wanting to grow (i.e., increasing awareness of products/services) and any business wanting to improve efficiencies (i.e., increasing awareness of service processes).

When you conduct your customer surveys, make sure you’re researching your customer’s awareness.

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