bank | Customer Service Solutions, Inc.

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“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

In Customer Service, Don’t Mess with the King

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

Now that title could mean anything. By “King,” do we mean Elvis? How about LeBron James? Er…no.

Do we mean an actual King?! Close…he’s a Sir, not a King.

In the article King calls for bank culture change, Bank of England governor Sir Mervyn King stated that Britain’s banks “need a real change in culture.” He made that statement because of “excessive levels of compensation, shoddy treatment of customers and a deceitful manipulation of one of the most important rates.”

Well, these might be byproducts of the banking culture in Britain, but the question to ask whenever anyone suggests a need for a culture change is “What is the root cause of the problem?” Once you get to the root cause, you can start to determine what aspects of the culture need to be addressed.

Whether it’s a British bank or a City government, whether it’s a community hospital or a small plastics manufacturer, there are several areas to investigate for root causes when wanting to change a culture:

  • What are the organization’s mission/vision/goals? These help to determine the culture.
  • What behaviors does leadership model to staff? This impacts employee behavior.
  • How is the organization structured? This impacts decision-making and workflow.
  • How well do processes align to organizational goals? This creates the reality of whether the company can move toward its goals.
  • What incentives and points of accountability exist? This also drives employee behavior.
  • How (and who) does the organization hire, retain, fire? This creates the human fabric of the culture.
  • How does the company communicate internally and externally? This reinforces (or contradicts and confuses) what the organization is all about.

The next time you have an issue with a company’s culture, run through this checklist to begin identifying the true root causes of the problems.

Interested in changing your company’s culture? Check out: http://cssamerica.com/cssfast.htm


Service or a Perk – Pick 1

Posted on in Business Advice, Sports Please leave a comment

“Service, Price, or Quality – Pick any 2.”

A sign with that statement used to hang in my dry cleaners years ago – luckily, it was a joke. They’re pretty good at all 3!

But that statement hasn’t died; a recent article in Moneywise essentially had a revised version of the statement – “Service or a Perk – Pick 1.”

The article references a survey with the following finding: “Almost half (49%) of consumers would change banks because of bad customer service – more than twice the number (22%) of people who would change providers because of rewards and incentives.” Now you may be thinking of an incentive from a bank being a stereotypical “toaster,” but different organizations have different definitions of incentive, reward, or perk.

We work with lots of organizations that focus on perks, particularly professional sports organizations. And many of them are constantly looking to expand their offering of benefits to season ticket holders (STHs) to impact renewals for the next season. But instead of assuming perks drive retention, we often survey (or tell our clients to survey) STHs and ask them directly – how much impact does “X” have on your likelihood to renew?

Now “X” could be “Direction of the Team” or “My Relationship with My Account Representative” or “Perk A” or “Benefit B.”

But don’t make assumptions; ask the customers what drives their retention and renewals, and then act on that information. Remember, Perks/Benefits can cost a LOT of money, so don’t spend it unless you have to do so.

So when you’re determining what perks and benefits to provide, first ask your customers if those items really drive retention.

Listen to our Pro Sports episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/2011/10/11/stepping-up-service-3-customer-service-in-professional-sport.html

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/


Your Name Matters in Customer Loyalty

Posted on in Business Advice Please leave a comment

Results of a recent Zogby463 poll of bank customers showed that “69 percent of respondents said that their customer loyalty is positively affected by tellers recognizing them by name when they walked into a bank.” The poll appears to have been commissioned by a video intelligence company that is trying to sell their technology to help staff identify customers’ names.

While I won’t talk about the technology itself, let’s talk about the finding itself. Over 2/3rd of customers say that their relationship with a bank is positively impacted by their merely being recognized and called by name. WOW! That’s a huge percentage for such a small and easy aspect of the customer experience.

Remember the television show Cheers? The theme song said “You want to go where everyone knows…your name.

There’s a great truth in that, and that truth has a financial impact.

Many employees are taught to say “Yes, Sir” or “Thank You, Ma’am.” Staff are taught to introduce themselves by providing their name. But how many staff are taught to ask the customer’s name and to use the customer’s name? How many work to remember the customer’s name on their next visit to the store?

Your name matters. By asking your name, using your name, and remembering your name, the employee is conveying that YOU MATTER.

Make sure your company and staff are intentional about learning, using, and remembering your customer’s name. Don’t just assume it’s happening.

Listen to our latest 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/

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