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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Calling All Customers – Scream About Service!

Posted on February 17, 2011 in World of Customer Service Please leave a comment

When people find out that I’m a customer service speaker, researcher, and consultant, they immediately think that they have license to vent and complain to me…and I love every minute of it!

If people didn’t complain when something goes wrong, it would mean one thing – they’re apathetic. And nothing is worse than apathy. Care about SOMETHING!

The reason I love the daily/hourly challenge of helping organizations improve customer service is because – at its core – customer service is about caring for people. There’s an inherent greater good in what you do in business if what you do helps to improve how other people are treated.

So bad customer service should not be ignored. From the customer’s perspective, companies should be put on notice that “you better change or I’ll leave.” From the company’s perspective, bad customer service should be addressed and improved by management and staff.

Now when you receive poor customer service, don’t be apathetic – take action. There are many places to complain on the web, but better yet – complain to the company first, give them a chance to save you, and then leave if they don’t. Communicate your irritation and anger.

Studies have shown that only 1 in 26 of us will bring a concern directly to a company when we feel there’s an issue, so imagine how much more seriously that businesses would take us if they heard about all 26 issues! For some companies, it would be an avalanche of complaints and concerns.

On the flip side, if someone does something well, compliment them. Tell them that you – as a customer – care about customer service, and you thought that they did a GREAT job.

Make your voices heard loud – don’t be apathetic. Don’t always wait for someone to ask you for your opinion. Give it to them; be respectful, but give it to them.

You’ll be surprised how good you feel and how much your opinion is appreciated. And if your opinion isn’t appreciated, have the guts to say “good bye.”

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


I’ll Drink to Great Customer Service!

Posted on February 16, 2011 in Business Advice Please leave a comment

In England, Simon Longbottom, managing director at Greene King Pub Partners, has embarked on a series of customer service initiatives for his pubs. The article (in Eat Out Magazine) notes how Pub Partners’ licensees will get customer service training to make consistent and improve customer service at the affiliated pubs.

The program was spurred on by recent secret shopper reports which have garnered national attention in UK retail circles. Keep in mind that Mr. Longbottom is doing this purely for business reasons. He states that “Research has shown that a high level of customer satisfaction has a direct correlation with customer spend.” He’s doing this for the money – customer service is just good business.

There are 8 key areas of focus for the training: Customer service and the profit chain, Service Excellence, Retail Service Excellence, Driving Up Performance, Service and Standards, Customer Feedback, Engaging People, and Action.

Great customer service works in banks, it works in pro sports, it works in government, education, healthcare, and even…in pubs.

Raise your glass for great customer service!

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


In Pursuit of…a WOW Director

Posted on February 15, 2011 in Business Advice, World of Customer Service Please leave a comment

In yesterday’s article titled Assistly Redefines Customer Service With New Role, VP of Customer Wow, a CRM/Customer service software firm (Assistly) touts a newly created position – “VP of Customer Wow.”

Whether this position will do what it’s marketed to do remains to be seen, but we like several aspects of it.

First, this is a CXO level position, and we often talk about organizations who care about customer service needing to have structures that support that culture and management that models what’s expected of employees.

Second, the “Office of Customer Wow” is supposed to have broad-based authority across divisional silos, so that should help in their role as problem solver for their customers.

Third, the Office must spend about 20% of its time on “Random Acts of Kindness” for its clients – essentially proactive free work.

Look inside your own organization, and think about the culture you want to create. Do you have the structure, the leadership, the proactive customer touches that drive client retention and growth?

Look at your own organization to find your inner Customer Wow!

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


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