culture | Customer Service Solutions, Inc. - Page 10

“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

Get Engaged – 12/30/14 TOW

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


Don’t worry; there will be no pre-wedding discussions here.

When we talk about Engagement in the customer service world, we’re either talking about Employee Engagement or Customer Engagement. And since “Engagement” is a buzzword nowadays, we need to have an understanding of what it really means.

Engagement in business essentially means the level of commitment that an employee or customer has with a business – it often has an emotional component or a tendency toward positive action/participation on the part of the engaged individual.

It goes beyond caring, but it’s based in caring. To take action, to have positive emotion, to be involved and attentive, the starting point is caring about that with which you’re engaged.

But it’s more than caring. One easy way to picture an Engaged community of customers or of employees is to picture the opposite – apathy. If you had apathetic customers, you’d have to bombard them with communications, marketing, offers, and enticements to patronize your business because otherwise they just wouldn’t care.

If you have apathetic employees, when they show for work, the quality and timeliness of what they do, and the attitude they convey to others would essentially be irrelevant to them. It would be all about them, and nothing about the organization.

Organizations should want engaged customers – those customers who are inwardly compelled to be a part of the company. Organizations need engaged employees – those proactively offering ideas and making decisions in the best interest of the company and customer alike.

For Employees
As an employee of an organization, you should want to be engaged. You should want to care enough to initiate positive change, to take ownership over customer needs, to make your organization look good, and to come up with the next great idea.

Ensure your values are in sync with those of your company. Make sure your company’s vision is worth achieving. Look at your customers and co-workers, and decide whether these are individuals you want to help. Get engaged with your company, or look for an opportunity where you can get more fully engaged.

For Businesses
Create values and a vision worthy of engagement. Then, look to hire and promote those individuals who can personally align with the organization’s purpose, how it operates, and where it wants to go.

Be a part of an Engaged Community.

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Change City Culture by Doing This…and What Else?

Posted on in Business Advice, Government Please leave a comment

Blog 12-2-14In the recent WTOC story City Council discusses budget, customer service, the City of Savannah is highlighted for their initiative to change the culture of the organization. They plan to setup rate-your-service kiosks and put everyone through customer service training. While these are positive actions to take, there has to be more, right?

When you think about a culture, you think about “how things work around here,” you think about how decisions are made, how relationships work, how communications flow, what it’s really like to work at the City of Savannah. So what impacts that?

The organization’s Mission, Vision, and Core Values impact that; leadership has the biggest impact on that culture. Reward/recognition systems, accountability based on well-documented and well-communicated customer service standards impact that culture. The organizational structure, workflow processes, who and how they hire, and internal and external communications impact culture. And yes, measurement is important, but how are they creating a consistent dialogue with residents to truly know and act on the “Voice of the Customer?”

Too many organizations take an approach to changing culture that is like putting new tires on your car; the new tires make the car look a little fresher and shinier, but they haven’t impacted what truly makes the car go.

When you are looking to change culture, realize that you’re about to undertake something important, something big!

Take a comprehensive approach to culture change.

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Consistent Patient Satisfaction Requires a Strategy, Not a List

Posted on in Business Advice, Healthcare Please leave a comment

New Picture (1)The recent Healthcare Finance News article 10 ways to boost patient satisfaction, offers a list of Customer Service Standards that – when adhered to – “should do the trick” to grow patient satisfaction at your organization. The author notes that there are actually at least 30 ways to grow patient satisfaction. While the Standards noted in the article are generally good tactics for an individual employee to use in interacting with an individual patient, one could get the feeling that having satisfied patients is all about implementing a checklist.

It’s not.

Instead of 30, there are hundreds of ways to improve patient satisfaction. Keep in mind that patients form their opinion of their experience based on 3 key factors: The Attitudes/skills/knowledge of the employees, the Processes that they experience as a patient, and the Service itself. With Attitude/Process/Service as the backdrop, there are many ways where employees can convey a positive and caring attitude, exhibit a technical, customer service, or communications skill, and covey knowledge (of the patient, of processes/procedures/policies, and of services). There are hundreds of processes that a patient may experience – from registration to pre-op testing, from having x-rays to paying for services, from calling in to the facility to placing your meal order. And the services – the x-ray itself, the food, the surgery, the anesthesia care, the medicines provided – one inpatient stay alone has many services provided. And I haven’t even addressed the look, feel, and cleanliness of the facility itself.

To improve patient satisfaction for the long-term, you have to think strategically. What is the patient’s definition of a great experience? How can the organization provide that experience? What culture would foster a sense of responsiveness, caring, efficiency – where healthy internal relationships enable a great patient experience? How can processes become more simple and self-evident, efficient and yet customer-friendly? How can services be made more consistent, higher quality, and more seamlessly delivered?

To create and sustain high patient satisfaction, create strategies to transform your culture, to design and deliver a great patient experience, and to continually involve the Voice of the Patient in the design process and your continuous improvement initiatives.

Go beyond list-making to deliver a great patient experience.

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