customer service standards

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Manage New Customer Expectations - 8/11/26


The fan had never been to a motorsports event before, but they had been to concerts.  They had been to big conferences.  At those other events, they could park right next to the venue, many of the activities were indoors, and weather was a non-issue.  So, they were not Read more

Complement Empathy with Action - 8/4/26


A man falls into a hole, and he can’t get out.  He starts yelling for help, and a doctor walks by and looks down the hole.  The man in the hole yells to the doctor “Please help me.  I’ve fallen into this hole!”  And the doctor takes out a Read more

My 8-Minute Visit at the DMV- 7/28/26


I needed to get a Real ID, which in North Carolina facilitates airline travel and other identity verifications.  My wife suggested I go to one particular DMV that was a LONG way away from home, but where she had experienced great customer service.  I was lucky to find an Read more

When They Might Walk Out the Door…Permanently- 7/21/26


Have you ever had one of those conversations with the customer where they literally tell you they’re about to stop doing business with your company?  This is it.  They may bring up a competitor or found another way to get their need met, or they are just leaving. When we Read more

Transparency in Customer Service- 7/14/26


We’ve worked with a lot of clients in the local government sector, and many of these clients have Customer Service Standards and/or corporate values that include Transparency. Think about an old-fashioned transparency sheet, that malleable see-through page you put on an overhead projector.  You can see everything on one side Read more

See the Customer’s Journey from Their Perspective- 7/7/26


That customer is face-to-face with you right now, and you are fielding their questions or delivering your service to them.  And oftentimes and understandably, we are so immersed in the moment that we don’t think about what came before or think enough about what comes next. But in the life Read more

Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

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

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Create Your Personal Motto – 8/20/24

Posted on August 20, 2024 in Customer Service Tip of the Week Please leave a comment

Take a look at these mottos:

It’s the real thing.

Just Do It.

Have it your way.

Betcha can’t eat just one.

Breakfast of champions.

Do you know the companies?  The answers are at the bottom of this tip.

So why am I asking you about mottos?  And why do almost all of them make me hungry?  I digress…

I’m asking about mottos in part because they are memorable. They reflect what the companies are trying to convey, what the companies are trying to be or to become.

A motto or a tagline is something often catchy, often short.  My company, CSS, created a Mission Statement that is our statement of purpose, but it’s also short and easy to remember: To help others

When I’m speaking with someone, my thought is: How can I help them?  I know that whether it’s an existing client or prospective customer, whether it’s a co-worker or another member of my team, whether it’s a business partner or somebody I just run into at the office who seems to have a question or wants to talk – that’s my primary focus:  How can I help them?

Whether or not I make the perfect presentation or make a sale, at least my goal is to help them.  Whether they have some business concern that we can address or something that is not in our wheelhouse, the least I can do is try to help them. Whether they need advice or guidance or just need somebody to listen, my goal is to meet that need.

We’ve talked about personal mission statements in the past – that statement of purpose that shows the greater good in what you do.  So think about your personal mission statement in terms of a motto.  Describe (in fewer than 10 words) your purpose at your job, the guiding principles within which you operate, what you hope to do…or to be…or to become.  Write that thought down – and help it to guide you throughout the day.

Create Your Personal Motto.

By the way, here are the companies associated with the mottos above: Coke. Nike. Burger King. Lay’s. Wheaties.

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Create MAGIC with Your Customers – 8/13/24

Posted on August 13, 2024 in Customer Service Tip of the Week Please leave a comment

Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with something catchy, something that really conveyed the feel they wanted to create in every customer touch point, every encounter.

We developed this standard for team members to use when navigating conversations with account holders: Create MAGIC with Customers.

  • Meet the Customer – Go to the customer, be welcoming, initiate the conversation
  • Actively Listen to Your Customer – Be inquisitive, ask questions, confirm their need or want
  • Get Engaged when Taking Action – Talk to the customer while you work on their behalf
  • Identify More Needs – Before wrapping up, ask what else they need
  • Close “Up!” – Always end with appreciation!

 
It’s about proactive engagement, listening, keeping the conversation going, being patient enough to inquire about other needs, and making a great LAST impression.

Create MAGIC with your customers.

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RELATE to Your Customers – 2/28/23

Posted on February 28, 2023 in Customer Service Tip of the Week Please leave a comment

One of the more interesting processes we go through with some clients is the development of Customer Service Standards.  One might think that the expectations that organizations have of their staff are pretty consistent when it comes to customer service and relationship-building.  However, the Standards are often unique because the organizations are unique.  Their Core Values are unique. Their purpose is unique.  And their customers are unique.

We helped one of our clients develop their expectations of staff, and the acronym RELATE lent itself nicely to the description of these expectations.  Here’s a quick summary:

  • Relate – Treat all courteously/fairly. Be inclusive, open to and appreciative of the diversity of the community and the customers. Be professional in representing the organization in appearance, interactions, and in showing respect for the privacy of others.
  • Educate – Understand the organization well enough to effectively serve others. Get to know the customers and their needs, educating them about the organization and their service experience.
  • Listen – Acknowledge others and those needs; be patient, communicate clearly, and listen so they feel valued and important, striving to address their need right the first time.
  • Act – Own the service experience, taking responsibility for being prompt/responsive to the needs and issues of others. Help others, and hold yourself accountable for your actions and on behalf of co-workers.
  • Team-up – Work with others in the organization to address collective goals and customer needs – guiding others to the right resource when needed. Understand your role, be involved and trustworthy, sharing information and ideas.
  • Enjoy – Be friendly and welcoming, proactively engaging others in a natural, enthusiastic, and attentive manner. Convey the energy, active nature, and positivity that we hope to see from our customers.

 
Relate, Educate, Listen, Act, Team-up, and Enjoy!  Where are you and your teammates strong in delivering these Standards, and where could you improve?

Do a little self-evaluation so you can better RELATE to your customers.

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