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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

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Relieve Your Customer’s Pain

Posted on January 13, 2011 in Business Advice, World of Customer Service Please leave a comment

Disrupt yourself. Let me explain…

In the January 2011 issue of Entrepreneur magazine, David Croslin, a former HP chief technologist and current market trends consultant in Colorado, tells companies to “Be Disruptive” in their strive toward innovation. Essentially, he suggests ignoring the status quo of thinking product first or “beat the competitor” first, and instead focus on the customer first.

Referencing the mobile phone industry, Croslin stated that “They kept trying to top each other with features that most people never used” until the iPhone hit. The iPhone was more simplistic but was designed with the customer in mind. Croslin recommends fixing the “pain points” in your customer’s life.

So what does this have to do with customer service? Everything. It talks about how leaders in innovation need to focus on the customer when designing a product just like customer service representatives need to focus on the customer when responding to issues. It means that business should be all about the customer from start to finish. It means that if you’re selling, you’re selling to a customer. If you’re serving, you’re serving a customer. If you’re developing, you’re developing for a customer.

At some point, stop focusing inwardly on your own organization, stop focusing on the product, stop focusing on the competitor. Look outside your product and your competitor, and look to your customer.

Let the customer guide you. Find their pain, and find ways to relieve the pain.

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

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


Customer Relationship Mismanagement

Posted on December 15, 2010 in Business Advice, World of Customer Service Please leave a comment

A company was selling advertising space for a publication to be distributed to law firms across the region. Christine, the publisher’s sales representative, had left a message on my voice mail stating that she would e-mail details on pricing and distribution.

Later that day, I received an e-mail (from a generic e-mail address) with all the information that Christine had mentioned. Since our company has no law firms as clients and does not target that industry, we had no interest in buying ad space. So, I pleasantly responded to the e-mail that I was not interested.

About one week later, Christine called to remind me of the e-mail that her company had sent and to say that if I wanted to buy, I had to do it by the end of the day. My opinion of her company immediately plummeted. Why?

The concept of Customer Relationship Management has two core characteristics. The first is that any marketing or service contact to a client is customized based on that client’s unique interests and characteristics. The second is that multiple typically disparate functions (such as call centers, customer databases, e-mail applications, web sites, etc.) are all integrated so as to share access to this client information.

This company failed on both counts. First, they had no qualification of our interest in advertising. We’ve never worked with a lawyer or attempted to work with legal firms as clients. Second, their e-mail marketing system obviously didn’t feed information to their sales representatives since our response declining their offer never reached Christine.

This mismanagement of communications wasted my time in responding to two calls and one e-mail and wasted their time in first marketing to and then unnecessarily following up with a disinterested prospect. They lost credibility and created more work for themselves.

Think about how you manage communications and relationships with your customers FROM YOUR CUSTOMER’S PERSPECTIVE. Target and coordinate communications to reduce your workload and maintain corporate credibility.

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

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


3 Key Predictions for 2011 in Customer Service

Posted on December 10, 2010 in World of Customer Service 1 Comment

Understanding current trends in customer service as well as in the economy as a whole has led Customer Service Solutions, Inc. to identify three predictions of what we foresee happening in the world of customer service in 2011:

· The term “Social Media Customer Service” will become more consistently defined, and that definition will involve a focus on more clearly articulating how Social Media customers differ from those who look elsewhere to interact with businesses. But with each new entrant into the Social Media space, companies will struggle with how to address additional customer service touch points consistently and efficiently.

· As the economy continues its struggle to gain footing, companies will become more strategic and targeted on which customers they want to keep and how to reduce the cost of serving low profit customers. Arguments will rage over whether to and how to “fire customers.”

· Fearing employees are at a breaking point with being asked to continue to do more work while still retaining customers, businesses will invest more heavily in morale-building culture initiatives and process redesign and reengineering activities.

In other words, 2011 will be about enabling employees to be successful with limited resources, being more targeted in when/where/how to serve customers, and learning how to engage the social media world with customer service that is consistent and efficient across the enterprise.

What do you think about these predictions? What do you think will happen?

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

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


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