easy | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Customers Want Easy, but Easy is Difficult – 1/12/21

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

New employees go through days of training to learn products and services.  They have formal workshops to learn how to use their office applications, web functions, and whatever programs are specific to their department.  They test new technology, and they get quizzed on knowledge of policies.  This is hours or days or sometimes weeks of training so that the employees can do their work consistently and effectively.

Customers of our companies typically go through no training.  There are no half-day workshops to learn how to lodge a complaint or request a refund or ask a clarifying question or check on a status.

Customers are not and should not be expected to be experts in our business.  Customers want EASY – Easy to find, easy to access, easy to understand, easy to use.

But Easy is difficult.

I once worked for an administrator in a hospital, and I noted how in certain aspects of operations, we needed to simplify some processes – make it easier on employees to deliver consistently high-quality service.  The administrator responded that his peers don’t think Easy is challenging. I replied:

Making something easy is actually one of the most difficult things you can do in business.

It’s not difficult to have a new procedure or policy, a new function or feature, and just add it on top of what currently exists.  It’s not difficult to just add 5 pages at the back of the standard operations manual.  It’s not difficult to just let incremental complexity grow on a day-by-day and year-by-year basis.

What is difficult is taking a step back, seeing everything through the lens of a customer or an employee, and trying to make it as easy as possible for the employee to deliver great service, or as easy as possible for the customer to have a great experience.

If your organization wants a challenge that will benefit your customer, take on the challenge of Easy.  Find ways to make it easier on the customer to find you or your service offerings.  Make it easier for them to access the information and the solutions they need.  Make the information as easy to understand as possible.  And once they are accessing that product or service, make it as easy as possible to use.

If you need a challenge for the new year, try to make it Easy on the customer.

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Use Millennials’ Favorite Words – 10/3/17

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Okay – you got me. This tip doesn’t JUST apply to Millennials or JUST their favorite words, but I’m going to use that title as a jumping off point.

In recent research conducted by Prosper-Insights & Analytics, the 5 key terms that Millennials most frequently use to describe excellent customer service are: Helpful, Quick, Returns, Easy, (Fix/Resolve) Problems.

Essentially this is how Millennials define excellent customer service. There are 2 ways we’re going to suggest you use this information.

Self-Analysis
The first is self-analysis (for you or your organization):

  • Are you helpful? Yes, you may provide facts or information, but do you help the customer address their goal or need? This is second level customer service – going beyond the response you provide to the result the customer desires.
  • Is your service quick? Do you respond to the e-mails, calls, chats, needs, and issues expeditiously, and do you ask for the customer’s timeframes so that you know how they define “Quick?”
  • How do you handle returns? Is it as simple for them to return as to buy; are the employee attitudes as pleasant when customers return and want the refund as they are when customers buy and make the payment?
  • Do you make it easy for them to do business with you? For them to understand their responsibilities v. the company’s? For the customer to communicate with you?
  • Finally, what do you do when things go wrong? How are you at fixing/resolving problems? With many customers, your response to the issue tells them far more about your level of customer service than your response to the sale.

 
Phrasing with Customers
The second way we suggest that you use this information is to incorporate it into your daily phrasing with customers – particularly the words helpful, quick, easy. “I want to help you. We want to make this a quick and easy process for you. How else can I help? What’s the easiest way to keep in touch with you?”

When customers tell you what’s important, use that information to improve. And use those words in your customer conversations.

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For Some, It’s All About This – 1/20/15 TOW

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We often say that companies need to make it “Easy” on the customer to do business. It needs to be easy to schedule a doctor’s appointment. It needs to be easy to renew season tickets. It’s got to be easy to reserve a park shelter. We’ve got to make it easy for parents to register their children for school.

By let’s look at “Easy” as it relates to logistics. We did a brief research study for a grocery chain many years ago, and we asked where customers shopped and why. The #1 reason why people shopped at a particular grocery store was its proximity to their home. It was all about…convenience.

You have to make it convenient for the customer to get to your products/services, your policies/procedures, your processes, and people.

How close – literally – are you to your customers? Can those customers who prefer or need the face-to-face get to you quickly?

How about those that prefer the phone? Can they call one basic number as the window to access all your services, all the answers to their questions? How accessible is the number to the average first-time customer?

Think about those loving the web and smart phones for communication – is contact with your organization available at a click or a voice command? Is your business (again) literally at their fingertips?

Before working to make your organization incredibly easy to deal with once the customer gets to you, first make yourself convenient to them.

For Some, it’s All About Convenience.

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