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Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

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

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A Great Carolinas Customer Service Example

Posted on July 14, 2009 in Business Advice, Carolinas Please leave a comment

There are many examples of great customer service in North Carolina and South Carolina. One organization that has a strong presence in these states and delivers outstanding service is Chick-fil-A.  This Southeastern-based organization has a reputation built from the experience of its customers, where you get consistently good service no matter which restaurant you patronize.  You seem to get consistently courteous, respectful, and personalized service no matter which employee you engage in the drive-thru.  You constantly hear their branded slogan “my pleasure” whenever you thank them for something.  They offer their name to you when you place your order at the drive-thru, and they present a very clean and welcoming appearance when you eat inside.

How does Chick-fil-A do this? There are many methods they use, not the least of which is how they attract their personnel.  We’re familiar with how they will proactively go to particular schools or organizations to recruit staff for their restaurants.  This is done so that they have more control over their applicant pool by seeking out those groups more likely to have personable and professional individuals participating.

They have orientation and training which all staff attend which focuses strongly on the organization’s mission and vision to ensure that everybody understands why they are working there and how important the customer is to them.  The mission in part is to ‘have a positive impact on everyone with whom we come in contact.’ That could be the mission statement for any kind of business in the world, not just a restaurant.  It doesn’t say anything about chickens or waffle fries, but it says a lot about the mindset that it wants its employees to have.

To many customers, the fact that they are closed on Sundays is an example of the organization’s values as well.  And it is also a perk to employees.

Finally, it’s an organization with a strong work ethic – they have the motto “if you’re leanin’, you should be cleanin’.”  They try to promote the need for employees to be proactive and look for opportunities to do something positive for the business or its customers, even when the day is a little slow.

Take the Chick-fil-A challenge.  Go to a restaurant today, and see what you can learn from them to apply to your business.

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


Why the World of Customer Service Stinks

Posted on July 10, 2009 in Business Advice, World of Customer Service Please leave a comment

I hear so many comments about how the current state of customer service is poor and far below what it used to be, so I thought it was important to talk about some of the main reasons why customer service is so bad nowadays.

Here are my top 10 reasons in no particular order:

  1. Many people are not raised in such a way that they know how to communicate with courtesy and respect.
  2. Individuals are much more self-centered today than in the past, and in customer service, you need to be more other-centered.
  3. Even with all the MBAs that exist in the business leaders of today, too few of them truly understand the financial benefits of high levels of customer satisfaction and retention.
  4. Customer service still is not as sexy as sales and marketing.  It seems more exciting to ring the bell with a new sale than to keep a customer by serving them well.
  5. Customers’ expectations for turnaround time is much higher today, and that has caused organizations – which have not changed the reality of their turnaround times and responsiveness – to meet fewer expectations.
  6. Since there are so many different ways to deliver customer service and deliver products with the advent of the internet, IVR telephone systems, and other technologically-driven means, with variety comes complexity, and with complexity come quality concerns and with consistency in any business.
  7. Organizations care too much about short-term transaction-oriented costs and too little about long-term relationship-oriented value and profitability.
  8. Building World Class Customer Service organizations is something that’s rarely taught from a strategic perspective.
  9. There is an arrogance of thought that customer service is something very easy to do and only needs to be done by low-paid, less educated individuals.  In fact, delivering exceptional service can be very complex and yet very fun, and requires individuals who can quickly change their mindset, change their focus, and have a balance of technical knowledge, organizational knowledge, and customer focus.
  10. Most organizations, especially small businesses, are born from entrepreneurs who know how to sell, sell, sell or who love a product and want to deliver that product.  These leaders are either acquisition-focused or product-focused, but to sustain those businesses, they at some point have to mature as a business and transition towards customer service and relationship building.

Service may stink out there, but those of us who care about it will always have a tremendous niche and tremendous value in the business world.

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


In Hospitals, Personal Care is About Customer Service

Posted on July 7, 2009 in Healthcare Please leave a comment

Patients go to hospitals to take their pain away, to have their broken bones healed, to have their injuries diagnosed, to have their elective surgeries, and to give birth to their bouncing new babies.

And even though this care is provided to address their needs and pains and injuries, how many patients feel that they’re being cared for as a person has little to do with the healthcare.  Instead, it has all to do with the customer service that the patient receives.  Yes, the phlebotomist is drawing the blood, but is the employee so focused on the vein that they don’t interact with the person from whom they’re drawing the blood?  Yes, the surgeon is about to perform surgery, but is the wait so long and the communication so lacking during the wait that the patient feels like she’s been forgotten?  Yes, the emergency room staff will eventually care for the injury, but are they so focused on tasks and activities and paperwork that the patient feels like a cog on the assembly line?

Patients go to hospitals for the healthcare, but they often choose a particular hospital because of the customer service.  Do the employees greet and focus on the patient?  Are they patient with the patient?  Do they take ownership over needs and treat the patient with courtesy and respect?  Do they try to find solutions to problems, or do they simply get defensive or blame co-workers when issues arise?  Are they quick in responding to the call bell or the phone call?  Do they explain what will happen next and why?  Are they empathetic and caring when they perform their services?

The hospital’s product is the healthcare, but the patient’s point of reference in determining how they’re cared for as a person is all about how they’re communicated with, how they’re treated, and what the processes are like.  It’s about customer service.

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


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