customer satisfaction | Customer Service Solutions, Inc. - Page 39

Home  /  How Credible are You?  /  customer satisfaction

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

•••••

How Credible are You?

Posted on May 28, 2010 in Business Advice, Healthcare Please leave a comment

Granted, customer service is vitally important. We train companies on customer service and promote the importance of it day after day. But in order for the customer to believe what you say and to trust in you, you have to have a certain level of credibility. Remember, in many of these cases, what the customer is thinking about as you’re communicating with them is that they don’t know you, and yet you’re asking them to believe what you’re saying. So how do you overcome this inherent credibility gap?

Some of how you overcome is to use a tone of voice and body language that promote confidence and assuredness. But in many organizations, particularly in hospitals (where you are giving shots and putting patients into MRI scanners and giving them medication), how you communicate can only provide so much of an impact. In these situations, customers need to know your credentials.

Customers need to know if you’ve been a nurse 10 or 15 years; they need to know if you’ve done hundreds of MRIs; they need to know if you’ve drawn blood samples hundreds or thousands of times. Because in many situations, the reason why you’re trying to build credibility is not just to build trust, but it’s also to overcome and eliminate customer anxiety. If the customer knows your qualifications, if they know your experience, they know a little bit of history, then that knowledge can often help to build confidence and eliminate anxiety and concerns.

Make sure that you’re credible by appropriately conveying your experience and training.

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


She’ll Take Your Order

Posted on May 25, 2010 in Business Advice, World of Customer Service Please leave a comment

There’s nothing like the feeling of comfort I get from a warm greeting at a business establishment. A feeling of "you are my most important customer" and "I cannot wait to serve you" brings a tear to the eye of a customer service consultant. But that’s not the only thing that can bring a tear to my eye.

Walking into a fast food restaurant, I stood back from the cashiers to determine what I wanted. After deciding, I walked to the counter and the two cashiers, both of which were available. This is how the conversation started:

Cashier #1: "Can I help…oh, she’ll take your order."

Cashier #2: "No, she’ll take your order."

Cashier #1: "No, she’ll take your order."

Cashier #2: "No…well, okay. What would you like?"

This dialogue would have been very flattering had they substituted "I" for "she," but the conversation made it obvious that, even though neither was doing anything, they’d prefer continuing to do nothing rather than help me buy their product.

Sometimes we complain about how many companies and many employees are more task-focused than customer-focused. But this company was more focused on inaction than action. While we desperately hope this experience is a rarity in your business, there are things to learn from the interaction that can help any business succeed.

First, hire people with not only the attitude of wanting to help others but also the energy to act on those impulses. Next, come up with a mantra that promotes productivity. One restaurant tells its staff to remember during slow times that "if you’re leaning (against the wall) you should be cleaning." Finally, create a proactive work environment. The more reactive a culture is, the more likely they are to be passive when there’s not a fire to fight. Proactive cultures promote the seeking of action and progress.

Work to create an atmosphere of "I’ll take your order."

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


Customer Service Leads to Customer Involvement in Schools

Posted on May 18, 2010 in Business Advice, Carolinas, Education Please leave a comment

Several South Carolina schools were given "Red Carpet" awards for excellence in customer service. That’s right, high schools, middle schools, elementary, and other school-types received recognition for being "family friendly." An article (http://www2.scnow.com/scp/news/education/article/schools_win_awards_for_family-friendly_atmosphere_customer-focused_service/157334/) published yesterday noted that the winners of these awards received actual red carpets to display in their school lobbies – great form of recognition!

Schools had to describe their "family-friendly philosophies and environments, along with the methods used to promote and self-evaluate those efforts. They also were required to include copies of their school’s communication plan."

Examples of the winning schools included how one school made their library open to the community to use (particularly for internet access); another school opened its gym to community leagues/groups; another ensured it had extra coverage of phones and the front desk during the busiest hours; another increased their bilingual capabilities to match the changing mix of local residents.

It’s wonderful that schools understand and embrace the importance of customer service. The winners realize that they need to create a positive environment through their facility and their people. The examples of winning schools illustrate some key points which apply to any business including: be accessible to your customers to attract them (note the library and gym examples), make sure that you match your staffing to your workload to minimize wait times (note the front desk example), and change your service offerings and the way you do business based on your changing customer base (note the bilingual example).

Customer service is a large part of what customers consider when they’re evaluating any business – even schools.

Learn from these schools to attract customers to you, to minimize customer waits, and to make sure you’re delivering on your customers’ changing needs.

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


« Previous   1 2 ... 35 36 37 38 39 40 41 42 43 44 ... 53 54   Next »