benchmarking | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Find a Fun Benchmarking Organization for Lessons on Service and Retention

Posted on in Business Advice, World of Customer Service 1 Comment

Why did Apple benchmark with the Ritz-Carlton? Are computers the same thing as hotels?

Why did Southwest Airlines benchmark with NASCAR pit crews? Are airplanes the same things as cars?

Benchmarking is usually more about how you do something than what you do. In the article How the Ritz-Carlton Inspired the Apple Store, the author notes how Apple Stores went to the Ritz-Carlton to learn lessons on customer service. Similarly, many years ago Southwest Airlines went to work with NASCAR pit crews to learn how to turn planes at the gate more quickly.

Continuous improvement in any organization involves thinking beyond your world, growing your organization’s collective knowledge by learning from others. What’s more, it can be lots of fun learning, particularly from those in other industries.

To most effectively benchmark, think about how you deliver a service, interact with customers, communicate, process, produce. Try not to think of this in industry terms; instead, think of this in functional terms. For example, as a bank, don’t think “What bank does a great job of increasing the number of accounts with current customers?” Think more broadly such as “What organizations are great at retaining and selling more services to existing account holders?” Instead of benchmarking with another bank, they might consider benchmarking with a pro sports team.

Instead of a local municipality asking “What City/County governments do a great job with their website?”, they should ask “What organizations effectively engage their customers online and leverage those sites to drive interest and traffic to their programs and facilities?”

Benchmarking is a fun way to get creative ideas, to continuously learn, grow, and improve.

So what industry (other than yours) is interesting to you? Go and learn from them.

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/