customer service | Customer Service Solutions, Inc. - Page 128

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Care Enough to Give Them a Heads Up - 1/30/24


Nothing bad at all might happen.  Every day in the office could seem like every other day.  Sights and sounds and smells might continue to be the same.  But we have a lot of construction going on around our offices, and the building manager knows the type of work Read more

Be Better than AI Customer Service - 1/23/24


There was a recent CBS Sunday Morning Show story called: How artificial intelligence is revamping customer call centers. The journalist described how artificial intelligence is being used in customer service, and he noted the millions of pieces of information that can be processed in a matter of seconds. There are clear Read more

Recognize the Situation, and Pivot - 1/16/24


The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments Read more

Sharpen Your Service Delivery - 1/9/24


You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull? I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its Read more

Make Empathy Your Superpower - 1/2/24


I was facilitating a Service Excellence Training class for a Higher Ed client in the Northeast several years back.  As I was walking through the portions of our technique for defusing the angry customer, I talked about empathy.  I talked about accepting responsibility. Immediately, one of the hands in the Read more

Holiday Poem 2023 - 12/26/23


The days are getting longer, The skies are getting brighter. Festivities behind us, And festivities before us.   There’s ups and downs and change coming, And we can’t predict when or where. There’s challenges and joys and opportunities around, Of which you may or may not be aware.   But one thing we know as we look at each Read more

Refresh, Rejuvenate, Refocus - 12/19/23


It’s that time of year.  We’re going 100 miles an hour, and holiday time is upon us.  We not only have all the work to do, but we somehow have less time to do it.  We somehow have other things that are of competing interest, and even though those Read more

What is Your Post-Exit Strategy?

Posted on in Business Advice, Sports Please leave a comment

Every year, professional sports teams lose season ticket holders.  These season ticket holders exit the organization because of a myriad of reasons.  With the economy like it has been over the last 18 months in particular, professional sports teams are losing season ticket holders at an alarming rate.  Many pro sports organizations deal with these issues by ramping up their advertising and marketing efforts.  Many others chalk up the losses to a bad economy, but few of these organizations really have a strategy targeted at these former season ticket holders.

These ticketholders have left; so what is your strategy post-exit?

Some of the best sales prospects your organization can have are former customers. You already have a great deal of intelligence on your former customers. You already know their likes and dislikes, their preferences, what’s most important to them, key demographic information, and their purchase history. Well, at least you should know all this information.

The two things you don’t know are two pieces of information that can make you a lot of money very quickly. The first piece of information is the specific reason or reasons why they left. This is where you avoid making broad assumptions about the season ticket holder base, and you look specifically at each one to determine why they left. You would probably be shocked to find out why the individual season ticket holders left even though you might be able to guess broadly about the major reasons why season ticket holders left. By knowing why they left, it helps in future conversations to help get them back.

The second piece of information that’s vital is their likelihood of future interest in your products and services, or as pro sports teams focus, on tickets. You have to know what level of interest they have and in what type of individual game ticket, a mini plan, or some form of full season plan. Without this information, you don’t know enough to have an efficient sales pitch with a former client.

So what is your post-exit strategy?

With our pro sports clients, it includes conducting Exit Interviews in a soft form with the season ticket holders to gather intelligence about these key pieces of information. And then to use the results of that research to both apply to current season ticket holders to best retain them but also — in the hopes of increasing revenue — to make targeted sales pitches at the former season ticket holders.

Your lost season ticket holder is one of your greatest sources of future revenue. Have a strategy for getting them back.

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


What’s Your HCAHPS Strategy?

Posted on in Healthcare Please leave a comment

As healthcare administrators know, HCAHPS is a comparative database to which they are reporting many different pieces of information about hospital performance, including customer service and patient satisfaction indicators.  Essentially, any individual with web access (i.e., any current or prospective customer) can go to the internet and compare your organization side-by-side with other local hospitals.  It’s a scary thought to have that kind of comparative information readily available to your customers, when you have no control over what’s displayed or how it’s displayed.

When organizations have issues in the patient satisfaction or customer service indicators, they immediately think of the need to do scripting with nurses or rounding on the floors, or training for personnel.  And while these might all be appropriate actions to take, these are typically only a part of a strategic action plan.  If you want to make adjustments and improvements in customer service and patient satisfaction performance, at some point you need to have a strategy behind it.  Most hospitals have marketing strategies. They have advertising strategies.  They do detailed planning when opening up a new wing or building a new patient tower.  But how many of them have a customer service strategy?

An effective customer service strategy focuses on the customer experience, service delivery, the corporate culture, and metrics to measure all of those components.  It focuses on management’s role in preaching and modeling the types of behaviors that lead to high levels of customer and patient satisfaction.  It has tactics listed out in a Gantt Chart format over time that helps to change the culture, get more focused on the patient, and specifically help employees to know what to do right and how to stop doing what’s causing problems.

If you want long-term success in your organization in the areas of customer service and patient satisfaction, develop, commit to, and execute a Customer Service Strategy.

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


Customer Service is Not a Privilege or a Right

Posted on in World of Customer Service 2 Comments

Many companies just flat out do not care about customer service. Even if they say that they do, many are not doing what they need to do with their operations and employee training to make that focus a reality. They often view great customer service as a privilege that they deliver when it’s convenient to them or behooves them.  That’s a lousy corporate position to take; customer service is not a privilege; customer service should be delivered if any company wants to stay in business.

But customer service also is not a right. Many consumers feel that receiving great customer service is a right, but as long as consumers have the choice of going from “Company A” to “Company B,” great customer service will never be a right.

Even though we think great customer service should be delivered, no company should have to deliver great customer service. Any company can make the decision not to deliver great customer service and therefore can suffer the repercussions of that poor service. So if great customer service is not a privilege and it’s not a right, what is it?

For the consumer, it’s a choice.  It’s a choice they have to make that if they want great customer service, they have to go to the companies that deliver great customer service. In some cases, that might mean that they have to drive an extra mile. It might mean that they might have to pay a couple percent extra. It may mean that they might not get the exact item that they want. But if people want great customer service, they usually can find it if they’re willing to make the choices they need to make.

From the company’s perspective, great customer service is a commitment.  It’s a commitment from senior management to invest in a vision and to develop and execute a plan to be great. It’s a commitment on the part of the employees to learn what they need to learn, and to deliver beyond what the customers would expect.  And it’s a commitment to a business model that firmly believes that an organization’s success starts and stops with the customer.

Great customer service is not a privilege or a right. It is a choice by the consumer, and a commitment by the company.

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