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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

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What Community Colleges Get Right About Student Success

Posted on January 30, 2013 in Business Advice, Education Please leave a comment

Community colleges are rapidly moving in their efforts to foster Student Success. The term is defined as students getting a certificate, going to a 4-year college, etc. There are many great initiatives being undertaken by these institutions to facilitate success as well. In the article WNCC continues efforts to boost student success, the author recognizes Western Nebraska Community College for its initiatives including:

  • “Learning resource center, math and writing centers and its TRIO Program”
  • “Students taking classes online also (having) access to a tutoring resource”
  • Forming “a Student Success Committee that consists of faculty, staff and members of the administration who serve on five sub-committees. Initiatives include: First Year Initiatives-Intrusive Advising, Early Alert System, Wise Choices, Advisor Training and Predictive Modeling.”

This is a great list of programs for all organizations to consider. But I want to focus on two of these points that too many educational organizations miss – an “Early Alert System” and “Predictive Modeling.” While I’m not familiar with WNCC’s programs specifically, what these terms typically mean is identifying students at-risk of not being successful. This risk can be linked to what courses they take (and in what sequence), their educational history, psychosocial factors, socioeconomic factors, academic performance, and other key factors.

What WNCC and other community colleges need to include in these predictive systems is ongoing 1-on-1 research and relationship-building communications with students. It’s one thing to look at historical factors and the risk they project forward and apply those to current students. But it’s even more accurate and beneficial to simply ask current students questions to gauge their comfort, commitment, feeling of success, and expectation for moving forward.

The best system for anticipating student success is one that puts a priority on having a strong Voice of the Student program. Ensure that all the efforts for the student are done with the voice of the student being heard.

Interested in our Education Industry services? Go to: http://cssamerica.com/cssed.htm


Don’t Buck the Broncos’ Approach to Fan Relations

Posted on January 24, 2013 in Business Advice, Sports Please leave a comment

Leadership needs to be involved in customer relations, especially when things go bad. We often say that even the best strategies and initiatives put in place to create a customer service culture can fail if management doesn’t practice what they preach.

In the article Broncos owner Pat Bowlen e-mails ticket holders after ‘gut-wrenching’ loss, the writer addresses a communication sent to season ticket holders where the Denver Broncos owner appears to do two things very well. First, he empathizes with the customer, noting “I feel terrible for our players, coaches and staff…but most importantly, my heart aches for you.” He then tries to get the fans (and probably himself) focused on the future by stating “As we move forward, I am extremely optimistic with the future of our team.”

This is a positive example of how a leader could (and should) insert himself into a major customer relations issue. He proactively and directly communicates, empathizes, and redirects the focus to the future.

Now I’m not suggesting that leadership needs to constantly be involved in the role of “customer relations representative,” because – frankly – many business leaders are ill-equipped to know how to defuse a 1-on-1 situation, how to effectively communicate, how to empathize with their customer, and how to be responsive to needs.

But when issues arise, don’t buck the Broncos’ approach to fan relations. Appropriately involve leaders in communicating the empathy and the future vision.

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


What Great Customer Service Looks Like in Government

Posted on January 17, 2013 in Business Advice, Government Please leave a comment

Have you ever tried to find a store or a restaurant in the downtown of a city for the first time? Maybe it’s a Mom and Pop shop like “Bobbie Sue’s Creamery,” but you don’t know the look of the building you’re seeking. Now what would make finding the business easier? Imagine if you knew that the Creamery had a giant sugar cone on the outside with a spoon of Mint Chocolate Chip ice cream in it – yum! That would be MUCH easier to find…

In customer service, the same issue arises. We’re told to be great! But the only examples we’re given are Disney, Nordstrom, and the Ritz-Carlton. So if we don’t work for an amusement park, a high-end retailer, or a luxury hotel, it’s difficult to make the connection, to have that vision of how great customer service looks.

So let’s take an example of great customer service from a municipality for government employees to consider. In the article City employee honored for going extra mile, Karen Heyduck is recognized for great customer service. And what does that great customer service look like from an individual in local government? Consider these key points from the article. Ms. Heyduck:

  • Responds to questions/requests quickly.
  • Is thorough in her response.
  • Has a positive attitude.
  • Smiles.
  • If she doesn’t yet have an answer, she tells you she’s working toward an answer.
  • Is consistent in the level of service provided.
  • Understands how to navigate processes, and helps the customer to do so.
  • Conveys confidence and knowledge without being condescending.

To be great as an individual, sometimes you have to make sure you first have a vision of greatness. Find your vision to begin moving toward it.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


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