government | Customer Service Solutions, Inc. - Page 5

Home  /  Take Away Their Worry – 8/7/18  /  government

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

•••••

Take Away Their Worry – 8/7/18

Posted on August 7, 2018 in Customer Service Tip of the Week Please leave a comment


One summer, Janet was given a new chore. She had to take out the trash and recycle bins to the street every Tuesday night so that they could be picked up Wednesday morning. She would go out around 7 or 8 o’clock at night, take the bins out, and come back inside. As summer was about to end, it began getting dark earlier, so Janet began putting the bins out earlier.

Janet was worrying about things. She kept hearing noises and didn’t know what they were, so she decided to at least avoid the darkness when putting out the bins. Her dad asked why she kept going out earlier, and when she explained, he said that the noises were probably some small animals, and she shouldn’t be afraid.

The next week she went out a little later – when it was a little bit darker – and she heard some noises and ran back inside. Her dad asked what was wrong, and when she explained about the noises again, he got out his flashlight, and they walked out together. They heard a noise, he pointed the flashlight in that direction, and it was a squirrel. They walked a few feet and heard another noise, and the flashlight revealed a bunny on some leaves. It was a windy day, and after another noise, the light showed a small branch that had fallen.

What the dad had said a week earlier had been proven true. Janet continued her chore, and she did so at night – and she usually went out with a flashlight.

For our customers, similar to Janet, sometimes things are scary. It could be that patient’s unexpected visit to an urgent care, or possibly that a sports fan was about to make a big payment on season tickets. Maybe that resident was not used to dealing with the government on the tax issue.

If we can tell them what they’re going to experience, it can make them less worried. Better yet, it we can SHOW THEM what’s going to happen – being that flashlight – noting all the steps they could be experiencing through the process, they become even more comfortable.

When you are interacting with a customer on something that may create worry or anxiety, do what Janet’s dad did for her. Patiently describe what the experience will be like; shine the light on the path they’ll be going down to bring down their emotions.

Take away their worry.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Get Back in the Good Graces – 12/12/17

Posted on December 12, 2017 in Customer Service Tip of the Week Please leave a comment


What is “Service Recovery?” I was asked this in a meeting recently when I was describing the approach to take with certain clients. I know it’s a term used a lot but not defined a lot, so let’s define it.

I prefer the literal interpretation – you are recovering from an issue. The way you’re recovering is through customer service. The issue may be a bad experience at your sports event. It may be a rude inspector by your government agency. Maybe it was an excessive wait by the healthcare provider.

Regardless of the issue, the point is that you’re currently “behind the 8-ball” in the eyes of your customer, and you need to recover. You need to get back up, get back in the good graces of the guest who’s upset.

You can avoid the recovery, but you risk still being a scourge in the eyes of the customer. You can recover WITHOUT customer service. That means fixing a product or replacing a part – without a process or personality surrounding that replacement that even remotely conveys “I care” and “I apologize.”

But this is the 21st century. People expect the personalization with the product replacement. They expect the smooth process with the replacement part.

Especially in a service industry, how do you fix a bad experience? How do you fix the interaction with the rude inspector? How do you fix a wait at the hospital?

In short, you can’t. You can’t go back and change what they felt or experienced. You can only move forward and hope they give you a chance in a future encounter. So, you have to create an opportunity for a future encounter with something that smooths over the experience of the past.

That “something” is customer service. Your attitude. Your empathy. Your sincerity. Your response. Your speed. Your action – they all deal with the person wronged in a way that’s right.

When you’re speaking of “Service Recovery,” remember that you’re speaking of what needs to be done to get that upset customer open to becoming a returning customer. And it’s not just about your replacement product. It’s about how you repair the image that person has of your organization.

Deal with the person wronged in a way that’s right.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Turn the Basic into the Remarkable – 9/26/17

Posted on September 26, 2017 in Customer Service Tip of the Week Please leave a comment


When asked about my experience at an event, sometimes I’ll use the phrase “I can’t think of anything remarkable.” I came, I experienced, and I left. There was nothing worth remarking about relating to the experience.

Where experiences become remarkable is the place where something happened beyond the basic, beyond expectations.

The football game wasn’t remarkable (9-6 field goal battle – yawn), but let me tell you about the “rock star parking” I got! Dave, my account manager, hooked me up with this VIP parking.

The clinical care I received was good, but there was this one tech named Sandy who was so funny! I’ve never had so much fun getting my blood drawn!

I had an electrical inspector with the County come to my house, and he was great! Mark was not only quick, but he told me several things about how the electricity flows within the house and new technology trends coming out – learning about all that stuff was cool!

In every example above, the “product” (the game, the clinical care, the inspection) were delivered and were okay. But it was how they were delivered, the personalized aspect of the delivery, the special steps taken, the speed, the education associated with the product that make it worthy of a remark – what made it remarkable.

Maybe you’re in a job where you deliver the same information or product all day long. However, that doesn’t mean the experience that your customer has should be unremarkable.

Consider ways to go beyond expectations. It could be associated with a resource or benefit that you could share with the customer. It could be with how you engage, establish rapport, and converse with the customer. It could relate to what education you impart on the customer.

Whatever it is – find a way to deliver an experience that makes the most basic product a pleasure to receive.

Turn the Basic into the Remarkable.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


« Previous   1 2 3 4 5 6 7 8 9 10 11 12 13   Next »