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Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

Create Awareness of Alternatives - 2/4/25


Sandy was hungry, and she was on the move.  Driving between meetings, she saw the restaurant sign and pulled in.  The fast-food restaurant had two drive-thru lanes.  One was for any customer who wanted to place an order on the spot. The other was for mobile orders only.  The Read more

Listen with Your Eyes - 1/28/25


Out of the corner of his eye, Patrick saw the customer enter the lobby.  The customer was carrying a large shoulder bag with several papers in her hand.  The customer was shuffling the papers and looking down; then she stopped, looked up, and saw the staff navigator sitting at Read more

When You’re the Educator, What Should You Teach? - 1/21/25


The best customer service professionals are also excellent educators.  Not only within the organization, but I’m talking specifically about the role they play as educator with their customers.  With all the self-service options that technology provides, customers often have the opportunity to do things on their own, to investigate Read more

Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

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

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Learn from the Operating Room

Posted on January 13, 2010 in Business Advice, Healthcare Please leave a comment

Andrea Hernandez at ledger-enquirer.com documented the steps taken by Susan Garrett, a Georgia Hospital Heroes Award winner who helped to improve patient satisfaction at her hospital. Ms. Garrett focused on four areas to improve patient satisfaction:

1. Communication with the families

2. Pre-operative education

3. Improving patient IV starts

4. Communication regarding unexpected delays.

Those four areas can be generalized to any business. If you want to improve customer satisfaction, improve customer communications. Be open, responsive, proactive with customers, addressing their questions, quickly handling issues, and anticipating needs.

Second, pre-operative education can be generalized to any business. Think of it as making your customers educated on what’s going to happen – what they need to do or what you’ll be doing. You’re setting expectations. Anything that can set expectations can improve satisfaction and reduce complaints.

Third, improving IV starts – now how do you generalize that? Think of that in terms of doing things right the first time with the customer. Make it as painless an experience as possible to do business with you.

Finally, communicate about unexpected delays. Don’t wait for the customer to complain. If you anticipate delays, address them proactively and restate a more realistic expectation.

Learn ways to improve your customer satisfaction by applying these hospital tips.

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


Keep Your Prized Possession

Posted on January 11, 2010 in Business Advice, World of Customer Service Please leave a comment

Is it the autographed picture of your favorite athlete? Is it your mother’s diary she kept as a child? Maybe it’s your vintage ’54 convertible, or it’s your figurine you got from your trip to Japan. It could be your golf clubs. It could be a drawing from a child. Maybe it’s the grandfather clock your grandfather made. What is your prized possession?

Take a minute to think of it.

Now ask yourself a few questions:

· What makes it important?

· How do you take care of it?

· Is it something you want to keep for the long-term?

· How do you benefit from taking care of it for the long-term?

Once you’ve determined the answers to these questions, now ask yourself these questions again. But this time, replace the word “it”, the prized possession, with “your customer and their satisfaction.”

Are the answers the same or different? Try to apply the answers from your “prized possession” to your customer and their satisfaction.

We can learn a great deal about how to view and treat customers if we view them and their satisfaction as a prized possession.

Take a moment to think about your prized possessions, then take that emphasis and caring attitude you have toward your prized possessions and see what a difference that can make in your service to your customers.

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


The Servant Mindset

Posted on December 16, 2009 in Business Advice, Government 1 Comment

A county manager talks about staff needing to have a “Servant Mindset” with the community. He is talking about government workers on the local level in tax collections, parks, social services, and the health department being servants of the residents of the community.

That’s his way of describing customer service. That’s his way of sharing his mental image of what it means to provide customer service.

To many people, this conjures up the image of someone subservient to the other, someone who defers to the other, someone dressing fancy, saying “Yes, Sir” and “Yes, Ma’am” and catering to the other person’s every whim. Could that possibly be the image he is referencing?

Well…yes.

We know that many government workers have a bad reputation for being slow or inconsiderate or even rude at times. And that reputation – fair or not – has to be turned around; changing that perception is not going to happen purely from some slick marketing or branding campaign. It has to happen through the thousands and thousands of interactions that occur on a weekly basis. That perception has to be changed through the reality that residents experience on a daily basis. It has to be based on each call, or e-mail, or face-to-face interaction which the community experiences. At some point, for government entities (and most businesses), reality is the ultimate determinant of perception.

So the manager strives to impact those interactions by impacting the mindset of each employee. If the employee takes the attitude that “I need to defer to the other” and “I need to dress professionally” and “I need to be respectful in what I say and how I say it,” then how that employee is perceived by the customer will improve. This mindset creates an underlying feeling in the conversation that the customer is important, they are being served, and they are being respected.

The next time your company is coming up with the next big thing to impact your perception and your brand, start first by impacting the mindset that each employee has toward their relationship with their customer.

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


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