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2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

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

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WANT to be Good

Posted on February 17, 2010 in Business Advice, Carolinas Please leave a comment

We used to lease office space at an executive office suite. This was a national company, and when you lease from them, you get a fully furnished office, phone and mail service, and staff available to help with projects. And while the office suite had a great location and beautiful furnishings, there was always something wrong with it.

We have many projects where we need support – keying data, making calls, assembling information for mailings, etc. And it seemed like every time we asked for support (support that we paid an hourly fee to receive), we got pushback, delays, apathetic attitudes, or poor/incomplete work.

It was SO frustrating. This service could have been great for us and for them – great for us in that we only paid for the labor time when we needed it, flexing up and down as the workload fluctuated. It was great for them in that they earned more money. We were being provided with poor customer service, and to make matters worse, their call handling began to fade. They would misroute calls that should have been sent to our office or patched through to our cell phones.

In short, we left.

We interviewed several other executive office suite companies, and settled on Office Suites Plus (www.officesuitesplus.com) – where we’ve been 7 years in Charlotte, NC. All that the other place wasn’t, Office Suites Plus is; they love the projects, they constantly smile, they handle the calls and requests effortlessly, and – if there is an occasional error – they apologize, and we move on.

But one of the best aspects of Office Suites Plus is that when staff turnover happens, they always seem to find someone with a great attitude. You might say they have a gift of hiring people who are not only pleasant but who WANT to help you, who WANT to make sure you have a good experience. But I’ve been in business long enough to know it’s not a gift – it’s an intention.

To consistently hire good people who do good work with good attitudes and who understand what good customer service is all about, a company must WANT those qualities and look for those qualities in the first place.

You need to WANT to deliver good customer service to consistently succeed.

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


Educate on Profits

Posted on February 4, 2010 in Business Advice, Education 1 Comment

Peter Waller, Chief Executive Officer of Corinthian Colleges, was speaking about the recent performance of the organization in terms of its financials late last year (http://seekingalpha.com/article/186144-corinthian-colleges-inc-f2q10-qtr-end-12-31-09-earnings-call-transcript). And one of the key areas he addressed as a part of that discussion was the improvement in student satisfaction.

Before I go further, what this CEO did was to link (early on in his conversation) financial performance to student/customer satisfaction.

To put meat behind his belief in the cause/effect relationships between these two measures of performance, he noted several major initiatives focused on driving increases in student satisfaction such as: ‘Major increases in faculty development, increased investment in student services personnel, investments in new technology in the classroom, and increased wireless bandwidth at the campuses.’ He stated that "We will continue to focus on creating an outstanding experience to students at every campus and every program. We believe that if our students are satisfied and find value in our services; we will continue to grow and ultimately create value for shareholders."

This is a leader who understands the link between satisfaction and financial performance. He measures that link. He invests in those things which should drive up student satisfaction, knowing how that impacts business success. He gets it.

Many leaders discuss the importance of customer service. But do they measure it? Do they make strategic decisions which may – short-term – cost money or require resources? Do they change operations, processes, and people to improve student or customer satisfaction because they understand the link to profits?

If the answers in your organization are "No, No, and No," then your leaders may need to gain a better understanding of what truly drives long-term success.

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


BOOST Your Retention

Posted on February 2, 2010 in Business Advice, Healthcare Please leave a comment

Project BOOST is a concept being piloted by The Society of Hospital Medicine. They are working with Blue Cross and Blue Shield of Michigan as well as the University of Michigan to reduce readmissions to hospitals. Modern Healthcare (http://www.modernhealthcare.com/article/20100201/NEWS/302019973/1153#) reported on this project as an example of some creative programs that can be put in place to reduce unnecessary readmissions, which is obviously preferable from the patient’s perspective and helps to manage costs from the facility’s perspective.

What’s especially interesting about the program is that it has a strong customer service component. The program includes a recommended follow-up visit to the doctor within two weeks of discharge to ensure that the patient knows whom to contact, what they need to be doing for themselves, and what to be looking for in terms of post-discharge issues.

To think about this in more general customer service terms, there is a built-in communication step after the patient has left the hospital which ensures that the patient is communicating their situation and their issues back to the physician and also to ensure that the patient is well-educated. To ensure that the patient and their family understand the information being conveyed by the physician/nurses/pharmacists, they use what they call the “teach back” method. This essentially involves the clinician asking the patient to restate what information they were just told.

This is a technique which CSS, our company, teaches to our clients as well. Whether you’re setting expectations or just wanting to make sure you’re on the same page with your customer in terms of what needs to happen next, who’s going to do it, and when it needs to be done, ask the customer to summary those key points back to you. If they can, you’re confident that you’re both on the same page. If they cannot, then you have more work to do to before you close out the conversation.

Learn from Project BOOST. Before the client leaves your business, ensure they’re on the same page with you in terms of what’s going to happen next. And after they’ve left, touch base with your clients a short time after the transaction has occurred to ensure they were satisfied and to keep that relationship-building conversation going.

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


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