customer experience | Customer Service Solutions, Inc. - Page 6

“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

Make Deposits with Your Customer – 10/24/23

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

Carrie has a 50+ hour a week job, and – financially – she does better than many.  She’s in the media, but she doesn’t like everything to be public.  Carrie’s a real person with real issues and real needs and real gifts, as well.

One day, her best friend, the person that knows her best as well, asked Carrie a simple question: Why do you give so much to other people?

You see, Carrie has paid people’s rent when they were in a tough position.  She has paid others’ medical expenses and taken care of other life necessities.  And typically the only person that knew what she did was the person she was helping.  Sometimes she helped others anonymously, so even that person did not know.

Her best friend knew of Carrie’s giving because she pieced it all together, story by story, understanding how all the people helped somehow had some deep or tangential relationship to Carrie.  So, the friend asked Carrie the question, and Carrie gave the answer.

Carrie said: I always like to put in deposits because it’s the right thing to do, and I’m able to do it.  But also, I know, someday I’m going to have to make some withdrawals, and it’s probably going to be easier to make some withdrawals if I’ve built up a bank account of goodwill.

That’s a long story to make a short point about customer service.

When we do the bare minimum for the customer, we are providing a product or service. We are giving them the commodity they’re purchasing.  But when we do a little bit more – when we give them a little bit more time, when we show them a little bit more patience, when we reach out to them just to check in even when it’s not really necessary – We are making deposits.

And every business at some point in time is going to mess up, where our action or inaction will be a withdrawal from the account we have with that customer.  So, let’s give a little extra at every opportunity, and maybe when we make a mistake, the customer will be fine with us making that withdrawal.

Keep making deposits with your customer.

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Find Their Future Motivators – 10/17/23

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

We’ve provided fan experience and customer retention consulting in professional sports for a couple decades now.  One of our professional basketball clients was the Miami Heat.  We were working with them just a year or so after they had acquired superstar Shaquille O’Neal.  When they signed him, ticket sales went through the roof. That often happens in pro sports – where the superstar will immediately drive higher revenue and attendance.

One of the recommendations we made to the team was to make sure they were honing in on those people who bought season tickets right after O’Neal was signed, developing relationships with them, and trying to uncover what else would motivate them to stay.  The main point I was making was that O’Neal was not going to be on the team forever, and you don’t want what motivated the season ticket holders to buy tickets (his presence on the team) to be the only reason that they stay as season ticket holders.

You don’t want them to leave immediately after he leaves.

That’s the case with many of our customers.  What motivated them to initially engage our business may not be what motivates them to stay, and oftentimes it shouldn’t be what motivates them to stay.  If a discount or a 1-time feature or benefit is the initial hook, that motivation is fleeting, and we don’t want the customer to flee when that motivation is gone.

One of the key drivers of retention is obviously what brought the customer to your business, but uncover other reasons for them being there.  Ensure that you find out what’s most important to the customer about their engagement with your business, because those reasons, as well, are retention drivers.

Even beyond the reason you acquire their business, make sure you uncover the other reasons why customers stay with you.

Find Their Future Motivators.

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How to Exceed the Promise – 10/10/23

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It’s the never-ending battle between marketing and customer service.  Marketing makes promises, and customer service has to deal with upset customers when the company doesn’t deliver.  To ensure we deliver on promises, let’s assess promises by looking at some famous quotes over time…

Promises may get Friends, but ‘tis Performances that keep them. Thomas Fuller

Why you gained a customer is not necessarily why you will keep that customer. Typically, that carrot that leads the customer to your organization is not based on their personal experiences with your business. But their personal experiences are what determine whether they come back or not. 

Don’t ever promise more than you can deliver, but always deliver more than you promise.  Lou Holtz

Promises in business create expectations, so it’s better to under promise and over deliver. Remember, the difference between an expectation and reality is a problem when the expectation is greater than the reality.  Make the reality a little greater than the promise.

Let your yes be yes and your no be no.  James

Just like you need to be clear with the customer about what you can do, be clear with them about what you cannot Don’t give the customer the impression that you can hit a deadline when you probably cannot, that you can process a full refund when you probably cannot, that you can fix a problem exactly how they’ve defined the solution when you know you cannot.  Don’t create your own issues.

An ounce of performance is worth pounds of promises.  Mae West

The ultimate judgment of an organization is their performance. The lasting impression of an organization is much more likely to be based on the last impression or experience rather than the initial promise.

Deliver on promises by under promising at the start.  By looking for ways to deliver a little bit more.  By being clear when you cannot do something.  By understanding that performance is what makes the lasting impression.

Exceed the Promise.

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