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Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

Don’t Rush to Resolve Quickly - 4/29/25


The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, Read more

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What’s the Score?

Posted on April 11, 2013 in Business Advice, Education Please leave a comment

When you’re competing with others, it’s easier to know if you’re winning if you’re keeping score. Seem obvious? When you’re playing an individual sport (like golf), it’s easier to know if you’re doing well if you have a goal. Also obvious?

Well here’s something that might not be as obvious. What is your key measure of success in customer service? How do you know (in measureable terms) if you’re winning, if you’re doing well?

In the article California community college students losing ground, the author notes “Statewide, 49.2 percent of the students who enrolled in 2006 to earn a certificate or transfer to a 4-year college did so within six years, compared with 52.3 percent of those who started college in 2002. Completion rates for black and Latino students were below 40 percent.

Bay Area schools reflected the statewide trends, with completion rates sliding at about two-thirds of the colleges.”

Essentially, the State of California has defined “winning” for community colleges as the percentage of “students who enroll and earn a certificate or transfer to a 4-year college within years.” They monitor performance via trends and stratify it by district, ethnicity, etc.

To improve performance, you need a goal. You need a target. You need something measureable, but then you need to understand the true drivers of that measure – the causes to the effect. Remember that metrics like these do not point out what problems exist; they point out the symptoms of problems, but then the community colleges must take the next step to identify root causes.

Customer Service is not a soft science, and Student Success is not an altruistic goal. Student Success has financial impact, economic development impact, documented business and social impact. Make it more tangible by creating the scorecards that measure success as real-time as possible at both the organizational and individual student level.

Define “winning.”


What Community Colleges Get Right About Student Success

Posted on January 30, 2013 in Business Advice, Education Please leave a comment

Community colleges are rapidly moving in their efforts to foster Student Success. The term is defined as students getting a certificate, going to a 4-year college, etc. There are many great initiatives being undertaken by these institutions to facilitate success as well. In the article WNCC continues efforts to boost student success, the author recognizes Western Nebraska Community College for its initiatives including:

  • “Learning resource center, math and writing centers and its TRIO Program”
  • “Students taking classes online also (having) access to a tutoring resource”
  • Forming “a Student Success Committee that consists of faculty, staff and members of the administration who serve on five sub-committees. Initiatives include: First Year Initiatives-Intrusive Advising, Early Alert System, Wise Choices, Advisor Training and Predictive Modeling.”

This is a great list of programs for all organizations to consider. But I want to focus on two of these points that too many educational organizations miss – an “Early Alert System” and “Predictive Modeling.” While I’m not familiar with WNCC’s programs specifically, what these terms typically mean is identifying students at-risk of not being successful. This risk can be linked to what courses they take (and in what sequence), their educational history, psychosocial factors, socioeconomic factors, academic performance, and other key factors.

What WNCC and other community colleges need to include in these predictive systems is ongoing 1-on-1 research and relationship-building communications with students. It’s one thing to look at historical factors and the risk they project forward and apply those to current students. But it’s even more accurate and beneficial to simply ask current students questions to gauge their comfort, commitment, feeling of success, and expectation for moving forward.

The best system for anticipating student success is one that puts a priority on having a strong Voice of the Student program. Ensure that all the efforts for the student are done with the voice of the student being heard.

Interested in our Education Industry services? Go to: http://cssamerica.com/cssed.htm


Student Success Centers and Foundation-Building

Posted on December 20, 2012 in Business Advice, Education Please leave a comment

In today’s strong focus in community colleges on student retention, completion, and success, there are many initiatives being undertaken to try to help students succeed. Success for community college students is often defined as “getting the certificate.” For example, the students get a degree from a community college or transfer to a 4-year institution where they work toward their degree.

To address Student Success, many community colleges are creating Student Success Centers. Here are three examples:

  • Hillsborough Community College’s Student Success Center (SSC) “houses tutorial services, a radio station and a G.E.D. program for those not yet enrolled in college. It also hosts seminars on subjects such as note taking and navigating college.”
  • Central Piedmont Community College has an SSC that provides “guidance, goal clarification, answers to questions, tutorial assistance, advising and counseling, and access to all enrollment services.”
  • The Florida Keys Community College’s SSC offers developmental math courses, a resource-connections service, tutoring, and academic workshops.

So the commonalities are tutoring, communication, getting developmental courses and skills addressed, ongoing advising, counseling, and navigation of school processes and systems. Essentially, make sure the starting point for Student Success involves foundation-building from 3 perspectives: 1) Core academic knowledge, 2) Direction on how to proceed through their program, and 3) Contacts and communications to address their needs and facilitate their movement through the program.

Look at these three perspectives for addressing new students (or for any business, new customers). How can you – from the start – ensure you begin building their knowledge of what you offer? How can you ensure they can understand how to navigate through the experience? How can you proactively stay in touch with them as they move through their journey and relationship with your organization?

To help your students (or customers) succeed, build that foundation of knowledge, comfort, and communications from the start.

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/

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