customer | Customer Service Solutions, Inc.

Your Best Ability is… - 5/14/24


I enjoy watching sports, and I’ve even listened to some sports press conferences over the years, just to hear what coaches are saying.  Basically getting the leadership perspective from the sports industry either out of my interest or curiosity, or to figure out how to apply it to the Read more

A Complaint is a Gift - 5/7/24


A complaint is a gift.  Okay, so the complainer is not always a “gift.”  The customer’s delivery of the complaint is sometimes more like a stocking filled with coal than a vase filled with roses.  But this is why we need to be able to differentiate the complaint from Read more

Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Hope is a Powerful Word – 4/7/20

Posted on in Customer Service Tip of the Week Please leave a comment

It was a typical daddy-daughter conversation. The two were just chatting about whatever a father and an 8-year old discuss, and the father decided to ask his daughter a question. What is your favorite word?

With no hesitation, the girl said “Hope.”

“What a great word!” the father replied.  He was happy with his daughter’s answer, and it was an encouraging sign.  Hope is an important word to her.

And the word Hope seems even more important, even more powerful when you look at some of the antonyms of Hope:  Despair, doubt, fear, distrust, discouragement.  Any word that is the opposite of those has to be pretty positive and pretty powerful!

Hope is not just an important word to an 8-year old, but it’s a powerful word for any of us if we understand what it means and we apply it to our daily lives.

As people who work in business, as people who serve others, we need to realize this word’s important to customers, as well.  There’s a level of uncertainty implied when using the word Hope, and I know in a lot of situations with customers, there’s no guarantee of what the next step will look like or what the result will be; there’s no certainty about whether some things will work or they will meet the timeline or happen in an exact way.

But it’s powerful to say to customers that We Hope this addresses your need. We Hope that this will resolve your issue. We Hope that you enjoy the experience. We Hope that the outcome will be what you need.

When we use Hope in this context, we are positioning ourselves on the customer’s side. We’re not just conveying what could happen, but we are conveying to the customer that we desire what they desire, that we want what is best for them.

The next time you explain a step or a process or what’s going to happen next to a customer, if you have any uncertainty about what will transpire or the impact it will have, convey some Hope.  Show that you not only know your stuff, but show that you want what’s best for them.

Let the customer know of your Hope for them.

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Reach Out to Customers the Right Way – 3/31/20

Posted on in Customer Service Tip of the Week Please leave a comment

Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal.

If you’re in one of the industries where business has slowed, there may be an opportunity for you, and a need to address.  When customers are not coming to us as often – to take out a loan for a financial institution, to order products, to buy tickets to a sporting event, to submit plans for new construction – those are times where we lose touch points with our customers. Those are times when we lose contact. Those are times where there are gaps in the communication which can lead to relationships going stale.

Therefore, these are times when we need to ramp up our proactive communications with customers.

Three Types of Proactive Touches – Pick the Right Ones

Too often, businesses view proactive touch points with customers only as opportunities to market and sell. However, you may recall that we recommend three different types of touch points with customers.  One obviously is a proactive communication where you’re marketing and selling, but the first touch point is one where you are seeking information from your customers, asking questions, conducting short surveys, or inquiring about the customer.  The second is actually a proactive push of information, but it is not sales and marketing-oriented. Instead, you are sharing information of value. You’re trying to help the customer.  You are offering educational information to help them personally or professionally.

So, two of the three proactive touches have nothing to do with marketing and sales, and these softer touches are the ones to ramp up at times like these.

When the number of times that your customer reaches out to you goes down, ramp up the number of proactive touches to your customers.  But with empathy, remember that these touches are focused on learning about them and how they’re doing; these touches are about providing information valuable to them – to help them.

Keep your proactive communications with your customers going.

Don’t let relationships go stale.

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Educate Forward – 9/17/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment

When Bill brought his daughter Jenna to tumbling, it was for a make-up class. Jenna didn’t take a couple classes during the summer that they’d paid for, and Bill’s wife mentioned that there were a couple make-up classes available.

So Bill walked up to the window to ask the receptionist if Jenna could use one of her make-up classes that evening. The receptionist, Rebecca, asked if they had called or e-mailed in advance to confirm Jenna could drop-in for a class, and Bill responded “uh. . .no. . .sorry.”

This is when the customer service aspect of the experience got really, really. . .great!

This was a situation where the customer was wrong; the policy was for the customer to call ahead if he wanted to use one of the make-up classes just to ensure there was going to be space available in the class. The customer didn’t do that, but what made the service great was that Rebecca conveyed that she hoped there was space in the class. Rebecca didn’t criticize the customer for not calling ahead, but she did educate the customer forward about how he needed to do things differently in the future. She still smiled, had a positive attitude, walked out of the area to go check with the instructor to ask about availability in the class for Jenna, and came back with excitement when the answer was “Yes.”

Sometimes the customer is wrong. But that doesn’t mean our attitude needs to go negative. Sometimes we can correct the customer (“educate forward” is the term I use), and do it so professionally that the customer walks away happy.

When the customer is wrong, don’t let your attitude tumble.