denver broncos | Customer Service Solutions, Inc.

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Don’t Buck the Broncos’ Approach to Fan Relations

Posted on 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/