covid-19 | Customer Service Solutions, Inc. - Page 5

Apply These Values for Great Customer Service - 12/6/22


One of the industries where we do a lot of our work is local government.  These CSS clients are not necessarily selling a product or having the number of competitors that a lot of our private industry clients and our sports clients face.  But they need to deliver a Read more

Redefine “Access” to Treat Customers Special - 11/29/22


One of our clients puts on major events throughout the country.  When we conduct post-event surveys, many of the attendees rave about the access they had to certain entertainers, locations in the venue, parking lots, or even information.  Others decry the fact that they lacked that access. This does pose Read more

Keep in Mind 3 Key Questions - 11/22/22


Customers want to be heard.  If they have an issue or need or something that requires your support, they want to be understood. When we are trying to find a resolution or fulfill a need, when we’re trying to help a customer achieve their goal, sometimes we can be so Read more

Don’t Let This Shot Affect Your Next Shot - 11/15/22


When I was a teenager, I used to play a lot of golf, and I was pretty good for my age.  I’d have a good attitude and enjoyed the game, but if I hit a bad shot, I’d get upset.  And more often than not, that one bad shot Read more

Value the Customer – Actions to Adopt and Avoid - 11/8/22


When conducting research for a local government CSS client, we interviewed and conducted surveys with many of their customers.  We analyzed the results of the research based on those who had a great experience v. those who did not.  We uncovered that there were distinct differences between customers who Read more

Appreciate to Appreciate - 11/1/22


Why doesn’t Jay, my co-worker, respond to my e-mails or get his task done on time? It’s hard to respect the delay, the incomplete work, the lack of follow through on the part of your co-worker. Why does the customer seem so harried and so frustrated? It’s hard to value the customer Read more

The Customer Can Hear Your Attitude - 10/25/22


Sherry was sitting in the lobby, waiting to be called back for her appointment.  Just off the lobby was an office that Sherry was sitting near.  The person in the office was on a phone call, but Sherry couldn’t see the employee.  She could tell it was a call Read more

How to Handle the Customer’s Error - 10/18/22


Are all of your customers perfect?  Anyone?  Bueller? Of course, customers are not perfect.  Neither are we, but let’s focus this Tip on what they do wrong and what we can do about it in a professional, positive, and productive manner: When the customer isn’t clear, you respond: Is it OK Read more

Critique Yourself before Others Do - 10/11/22


When we’re criticized, we can get defensive, push back, deflect blame to others, and focus more on defending ourselves than really listening to what the other person is saying.  And some of us who get defensive, once we allow our emotions to settle, take time to reflect on what Read more

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Address the 4 P’s for a Customer-friendly COVID-19 Walk-in Experience

Posted on in Business Advice Please leave a comment

This is not about what is medically most effective – please see the CDC for those guidelines.  This is about how to help your customers have a great experience as an onsite visitor at your facility or storefront.  For a comprehensive approach to a customer-friendly COVID-19 experience, address the four P’s:  Places, Processes, Products, and People:

Places – Starting outside the building, have signage that tells the customer what to do and where to go, using a combination of pictures/coloring/words.  You need to put a premium on self-navigation.  From signage outside the facility to signage inside the facility, whether it is directional on the floor, wall, ceiling, and “You are here” maps – make it easy on them to move appropriately from area to area.  You want it to be simple enough that they can navigate on their own without having to engage your staff for directions.

“Simply, to have a customer-friendly experience, BE FRIENDLY!”

 

Processes – This is about proactive and digital instructions. How you help them and how you help them help themselves are both very important. View yourself as an educator of customers for how they can have the best experience possible. From the moment they walk in the door (or even before they enter your building!), proactively engage them with questions and directions to get them started on a great experience. Ensure you have a website that gives the specific aisle and bin where an item is located or specific in-facility directions on how to get to a particular office.

Products & Services – Whether self-service inside or outside/curbside service, there needs to be an opportunity for contactless delivery. This is where you look at all the different digital and hands-free ways that customers can either get their own need met onsite while engaging employees as little as possible or set up an entire process such that they can pull up outside your facility and get whatever physical documentation or product is required. Define services that allow them to get what they need with limited or no physical contact with your staff.

People – Finally, with less face-to-face interaction, oftentimes impeded by a mask, those interactions have to be that much better. Simply, your staff need to know how to smile with their eyes. Simply, to have a customer-friendly experience, BE FRIENDLY! It’s easy as a leader to overthink things. If they are in your buildings less, appreciate them during each engagement more. If they proactively initiate conversations with you less, proactively initiate conversations with them more. Extra courtesy and respect are vital when people make the extra effort to safely come to and enter our facilities.

To have a customer friendly COVID-19 walk-in experience, ensure you’re taking a comprehensive approach. Along with all the medically necessary strides you’re taking, view the overall experience through the customer’s eyes. Address the Places, Processes, Products, and People aspects of their experience.


The Deeper Reason to Transform the Customer Experience – 6/2/20

Posted on in Customer Service Tip of the Week Please leave a comment

Why are government offices putting up plexiglass between their staff and their customers?  Why is restaurant takeout being done in such a way that is contactless and yet still fosters engagement between the employee and customer?  Why have so many traditionally onsite businesses converted to delivery businesses?

The answer is obvious.  But I want to look at a different answer that is a little bit deeper.  Particularly as we are transitioning back into reopening many of our businesses, a lot of these changes are not changes in the product or service itself.  They are changes in how the product is delivered.  They are changes in the experience the customer has with the organization.  They are changes in how that experience looks and feels when the customer comes to our facilities and locations.

And we are making these changes not just to adhere to governmental regulations and not just to address new organizational policies.

We are making these changes so that our customers are comfortable and confident.  We want our customers, after experiencing this new way of doing business with us, to have confidence enough in our ability to deliver that product or service that they are willing to come back.

In other words, we’re doing this to create the comfort and confidence that leads to repeat business.

So, even though we are changing our operations to adhere to regulations and policies, start transitioning to a slightly higher-level set of questions.  When you are thinking of how to transform your customer experience, ask:  How can you make an experience that will create more comfort for the customer?  How can you create communications around the experience that make the customer more confident?

As you begin to make these changes, focus on the comfort and confidence that your customer will walk away with, and you will – in the end – focus on the things that are going to drive repeat business.

Design for customer comfort and confidence.

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Motivating Yourself when Working Remotely – 5/26/20

Posted on in Customer Service Tip of the Week Please leave a comment

For any of us who are working remotely, we are finding ourselves more and more having to be self-motivated. And while many people are naturally self-motivated, others need to have that manager who gives us the encouragement. Many of us need to have that ongoing informal dialogue with co-workers and customers. Many of us need the energy we get from being in a busy place with lots of movement and activity all around us.

In the April 28, 2020 Tip of the Week, we alluded to the importance of motivating ourselves. But let’s dig a little bit deeper today.  Here are several things to consider if you need a little bit extra energy or motivation for your day…

Find Out What Motivates You

Before you can motivate yourself, you need to understand what is motivating to you. We’ve done activities with clients where we had each individual employee develop a Personal Mission Statement; basically this was describing their purpose in their job. It wasn’t just the tasks or activities that they do, but it was the greater good that comes from those tasks or activities for their community, their customers, their co-workers, or their company. You could go through an exercise of developing your own Personal Mission Statement, or you could simply write a list of your motivators. It could be future success – where a great day today means a great week, a great month, great year, a great career. Your motivator could be your family, it could be free time, and whatever it is, write it down and put it in front of you every day.

Give Yourself a Challenge

I have a friend who I volunteer with, and she is well into her 70s; yet, she is easily the most energetic person I know. She takes multiple leadership roles and works as hard or harder than any of the individuals within this organization. I asked her where she gets all her energy.  Her response?  She said that she gets up every day and simply challenges herself to get as much done as possible that day. She basically has a contest with herself to see how much she can accomplish.

Celebrate Even Small Wins

Remember that small wins are still wins. So celebrate! This might sound goofy, but it’s something I strongly believe. I was conducting a workshop for a client several years back, and we talked about the importance to an organization’s culture for employees to have a clear purpose in their role and to celebrate.  At the time, Aaron Rodgers, a quarterback for the Green Bay Packers football team, would celebrate when he or his teammates made a big play by pretending to put a championship belt around his waist. So, I asked people to celebrate an accomplishment during this workshop, and the way I asked them to do it was to put on the figurative belt.

Employee by employee stood up, said something that they accomplished over the last week or two – as little or as big as they could think of – and then they would give themselves “the belt.”  It was funny, it was interesting, and it addressed the importance of really recognizing what you do – not just doing it, but RECOGNIZING YOURSELF FOR YOUR OWN ACCOMPLISHMENTS.

In this world of working remotely, so much more of the motivation has to come from within. Figure out what motivates you, and find ways to become more self-motivated.

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