government | Customer Service Solutions, Inc. - Page 8

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

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

Speed the Transformation of Your Customer’s Experience

Posted on in Business Advice, Education Please leave a comment

I’m constantly flummoxed by executives who feel that the only good idea is a new idea, the only means to success is through their own innate creativity. A COO once told me that trying to create simplicity in operations for staff (so they could more consistently deliver a great experience to their customers) wasn’t challenging enough.

The best executives need to realize that there’s a multitude of great examples of customer service cultures and wonderful customer experiences in other businesses, other industries. And there’s no shame in learning from others to speed the transformation of an organization.

In the article City School District taking lesson from Wegmans, the Rochester School District announced that it was going to train staff on many of the same customer service principles and techniques that Wegmans Grocery Stores (with a reputation for great customer service) utilize. This includes quick issue resolution and fostering a WWWD (“What would Wegmans do?”) mindset.

The point is not to say that we all need to look to our local grocer for customer service tips. Rather, in Education or other industries (local government, healthcare, etc.) that are not always known for a great customer experience, sometimes it’s better not to look at industry peers. It’s best to look to those who have the reputation for being the best in a particular aspect of business. Think Zappos for culture, Chick-fil-A for consistent customer service in a transactional environment, or Amazon for personalization in a high tech/high volume world.

Speed the transformation of your customer’s experience by benchmarking with best-in-class performers OUTSIDE your industry.

Did you like this post? Here are other Education-related posts:


Physician Clinics, Processes, and Patient Satisfaction…oh my!

Posted on in Business Advice, Healthcare Please leave a comment

A recent study noted in American Medical News evaluated multiple aspects of a patient’s experience in a physician’s practice and determined that the three most important aspects of the experience all related to the doctor. The doctor’s knowledge, time spent with the patient, and access to the patient’s medical records were of greatest importance to patients.

However, there are a few points that might not be so obvious. Six of the next seven most important attributes all dealt with process – ease of billing, efficient billing process, time spent in the waiting room, etc. We believe that the 3 drivers of customer satisfaction in any industry are Employee Attitudes/Skills/Knowledge, Service Processes, and the Product/Service itself. So this process impact is not surprising, but it’s important. Key Conclusion: Make it easy and efficient for the customer to do business with you.

But another point in the article is typically as important. Other studies have shown that 40% of customer dissatisfaction is because their expectations weren’t met. This article notes how many patients compare their experience at a clinic to their experience in other industries. So it’s time for physician clinics like most other businesses to look outside themselves to learn. If the Ritz-Carlton makes you feel special, what can a physician clinic learn from them? If a NASCAR pit crew can change four tires and fill a gas tank in 12 seconds, what can a physician clinic learn from them? If Amazon.com can enable a 1-click purchase, what can the clinic learn from them?

It’s not just for healthcare organizations like clinics; this “looking outside yourself” benchmarking approach should be undertaken by local governments, the business operations staff for sports teams, community colleges and other education industry organizations, and retailers alike.

Key Conclusion: Customers come in with expectations about your business based on experiences with other businesses. So look at other businesses to identify improvement opportunities in your own.

Make it easy for the customer to do business with you…and to enjoy the experience, too!

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Achieve and Improve

Posted on in Business Advice, Healthcare Please leave a comment

Hospitals learned years ago that their reimbursement from the Federal Government would begin being impacted by patient satisfaction. Essentially, the higher patient satisfaction, the higher the reimbursement. The hospital could potentially make less money for the same services provided if the patient satisfaction level was low.

But when that impact became more well-defined over the past couple years and has become a reality, it’s interesting to see how the Federal Government adjusts its reimbursement. HCAHPS (this new government mandated measurement/reimbursement program) is changing how hospitals get reimbursed, how they’re measured, and about what they care most.

According to Janette Jones, a consultant and HCAHPS expert with the healthcare research firm The Jackson Group, starting this summer, the Government will begin withholding reimbursement from hospitals based on patient satisfaction and clinical measures. The dollar impact can be as much as $500,000 for mid-sized hospitals, and more for larger hospitals.

And while the Achievement of key levels of performance comes into the calculation today, Improvement will also be considered down the road. And as Improvement in performance is taken into account, gradually the overall impact of the reimbursement will increase until 2% of Government reimbursement (in some cases equating to millions of dollars annually) is at-risk.

So the Government is focused on patient satisfaction, and it’s asking the hospitals to focus on two factors: Achievement and Improvement.

Think about your business in this manner. If your financial success was determined in part by achieving certain levels of customer satisfaction and then continually improving customer satisfaction, how would your priorities change? How would your strategies change? How would your decisions change?

When it comes to customer satisfaction – focus on Achievement and Improvement.

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/