El Paso | 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

Give Customer Service Some Definition

Posted on in Business Advice, Government Please leave a comment

In the article New city administration sets priorities at day-long planning session, El Paso city officials met to identify 2014 goals. According to the article, “Customer service emerged as a key focus, for the new administration, during the planning session. The city’s mission statement says that it is ‘dedicated to outstanding customer service for a better El Paso.’ City Representative Larry Romero added that part of the city’s duty in providing high customer service is first identifying the priorities and levels of service needed. Deputy city manager Jane Shang said the city needs to revaluate and change processes to streamline city government and, ‘deliver services quicker and better.’

Based on those points, here are some nuggets for any business to consider:

  • A Mission Defines Your Daily Purpose. Use the Mission to guide your planning efforts. Are you aligning your plans to your Foundation Statements (Mission, Vision, Values)?
  • Define “Customer Service” for Your Organization. Customer service is a general term, so is it defined as the employee attitudes, systems, processes, facilities, or something else?
  • Define Where You Want to be GREAT! Don’t strive for perfection in everything – there have to be priorities set. Are you going to delight the customers with your attitudes, systems, processes, AND facilities? If so, do you have an unlimited budget?
  • Define Your Customer Service Standards. Where you don’t have an unlimited budget, define bare minimum expectations. If we’re not going to have facilities that resemble the Ritz-Carlton, what is at least a minimum expectation?

Whether you work for a municipality or not, to create a focus for your customer service initiatives, give customer service some definition.

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