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From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

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

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Learn from Schools without Attending

Posted on July 20, 2010 in Business Advice, Education Please leave a comment

Nothing like being in school and getting a report card – that moment of truth when you’ll be smiling or wondering how you’ll subtly get it in front of your parents when they’re in the best mood possible.

Well just like students get report cards, now many schools, colleges, and universities are getting them as well. These report cards are akin to Balanced Scorecards in the rest of the business world, but it’s interesting to note the unique twist that these institutions take in reporting their information. Many elementary schools’ report cards include information on student-to-teacher ratios as well as percentages of teachers who are board certified, and much of this data as well as performance data is listed versus district and state comparatives.

At the 4-year university level, they look at graduation rates, year-to-year retention rates, student loan default rates, student satisfaction scores, measures of student learning, end-of-program assessments, and job placement.

So what can you learn from these educational institutions? From the elementary schools perspective, they offer comparative information. They show how many dedicated resources they have for their students. They note qualifications/experience of their teachers. Do you measure and convey this information to your customers?

From the higher education perspective, they look at retention and loss, they gauge satisfaction, and they analyze impact on the customer. Do you track, measure, and analyze these three key pieces of information?

We all went to school to learn. Let’s take a minute as businesspeople to learn again.

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

Ask Yourself…Am I GREAT at Customer Service? Check out our new customer service book at http://www.amigreatat.com/


The Power of Thinking Big and Bigger – Steinbrenner and Welch

Posted on July 16, 2010 in Business Advice, Sports Please leave a comment

With the recent passing of George Steinbrenner, owner of the New York Yankees, fresh on our minds, it’s beneficial and timely to take a look at a couple core philosophies and actions that he undertook which would apply to any business.

If you start by looking at the outcomes of what he did, you identify tremendous revenue streams and many World Championships won.

But there was a lot that happened before that revenue and those championships were won. There were many managers hired and fired. There are many players who played for him. There was the rejection by his hometown of Cleveland when he wanted to own the Indians. He was suspended by Major League Baseball. But in the end, he persevered; he changed as a person and as a leader. And throughout this time, he was willing to spend money to get the best and brightest. He was willing to create his own entertainment network to promote his main product – the Yankees. And while the grandiose scale and financial resources of Steinbrenner are hard for us to imagine having ourselves, that mindset is not so hard to imagine.

So imagine we own a business, and our business is a sports franchise. And whether we want to increase our season ticket holder base, retain more season ticket holders, increase fans’ passion, or create our own internal “Raving Fans” in the minds and hearts of our employees, we have to think big. We get very little success in life if we look for and think about and expect very little. But we have the greatest opportunities to achieve big things if we think bigger.

I remember a story of how Jack Welch, former CEO of GE, went into some of the GE businesses to talk to the leadership in those businesses, and he congratulated them on their high market share. The leaders were pleased with the praise, but they had plateaued in their growth because they had such huge market share, and the markets just weren’t growing.

So Welch told them to redefine what their market was so that they would only be a small player in this newly redefined market. And once they did, the innovation, the creativity, and the growth all started to happen again.

Look at what you’re trying to accomplish as an organization, then take a step back to think big. Maybe you can or can’ t accomplish every idea you come up with, but just by viewing the possibilities, you’ll uncover new ways to think and to act and to succeed.

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

Check out our new customer service book at http://www.amigreatat.com/


Govern Strategically for Great Customer Service

Posted on July 13, 2010 in Business Advice, Government Please leave a comment

When working with a government agency recently, we were planning to customize customer service training content for them. During the course of the training development interviews we conducted, it became clear that customer service training had never been done before at the agency. Customer service skills were not addressed in the organization’s hiring processes. Customer service was not part of the organization’s reward system, and customer service only briefly appeared on the staff performance evaluations.

Yet, management sincerely stated that customer service was important. It was important that customers were treated with respect, that the residents felt they were important, that upset customers got their issues addressed professionally, and that staff could appropriately address each customer based on that unique customer’s characteristics and needs.

So why was there the disconnect between management wanting to have great customer service and their doing what needed to be done to get great customer service?

Assuming the sincerity of the management team, the answer had to lie in the organization’s leaders not really knowing HOW to get great customer service. In the past, most businesses assumed that employees were generally nice, respectful, caring, and communicative people. Customer service is just common sense, and everybody knows how to deliver customer service, right? Those particularly assumptions were wrong then, and they’re REALLY wrong now.

For organizations to go from wanting great customer service to delivering great customer service, they need to understand strategically how to do so. It’s about the culture, the hiring, the training, the rewards, the accountability, the processes, the organization’s goals, the management team’s support and modeling of great customer service behaviors, and much more.

If you ever feel a disconnect between what your management says they want in customer service and what the organization actually delivers, have them take a step back, and start with a strategy.

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

Check out our new customer service book at http://www.amigreatat.com/


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