groupon | Customer Service Solutions, Inc.

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Care Enough to Give Them a Heads Up - 1/30/24


Nothing bad at all might happen.  Every day in the office could seem like every other day.  Sights and sounds and smells might continue to be the same.  But we have a lot of construction going on around our offices, and the building manager knows the type of work Read more

Be Better than AI Customer Service - 1/23/24


There was a recent CBS Sunday Morning Show story called: How artificial intelligence is revamping customer call centers. The journalist described how artificial intelligence is being used in customer service, and he noted the millions of pieces of information that can be processed in a matter of seconds. There are clear Read more

Recognize the Situation, and Pivot - 1/16/24


The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments Read more

Sharpen Your Service Delivery - 1/9/24


You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull? I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its Read more

Make Empathy Your Superpower - 1/2/24


I was facilitating a Service Excellence Training class for a Higher Ed client in the Northeast several years back.  As I was walking through the portions of our technique for defusing the angry customer, I talked about empathy.  I talked about accepting responsibility. Immediately, one of the hands in the Read more

Holiday Poem 2023 - 12/26/23


The days are getting longer, The skies are getting brighter. Festivities behind us, And festivities before us.   There’s ups and downs and change coming, And we can’t predict when or where. There’s challenges and joys and opportunities around, Of which you may or may not be aware.   But one thing we know as we look at each Read more

Refresh, Rejuvenate, Refocus - 12/19/23


It’s that time of year.  We’re going 100 miles an hour, and holiday time is upon us.  We not only have all the work to do, but we somehow have less time to do it.  We somehow have other things that are of competing interest, and even though those Read more

Outsourcing Groupon E-mail Customer Service?

Posted on in Business Advice, World of Customer Service Please leave a comment

Groupon is toying with the idea of outsourcing some of its e-mail customer service. In a recent wired.com article, Groupon notes that it’s looking to open its own customer service center in India. While it notes that it’s not using an outsourced vendor, the reason for the move is clear – to save money. According to the article, “Groupon shares closed at $4.27 Monday, down almost 84% since the company’s initial offering in November.”

But what might be most interesting about the article is the information shared about the job posting in India. Groupon is looking for “staff with ‘high degrees of empathy, patience, resourcefulness, and web savvy [who can] respond to emails.'” So let’s percolate on this for a minute.

Much of the dialogue in business these days is conducted via e-mail. So to be effective in communicating with customers via e-mail, just as you would via face-to-face or telephone communications, you need to understand what employee qualities would work.

While empathy is vital to great customer service (in outsourcing or otherwise), it’s particularly difficult to convey when communicating via e-mail. To provide good customer service via e-mail, one of the primary qualities is the ability to write, to understand the words you’re using and how the other person would most likely receive them. An employee needs to know how to write in a concise manner, to answer questions specifically, to set expectations. They have to know how to write well.

Whether Groupon adopts this outsourcing philosophy is up to them, but if they (or any other company) wants to provide good customer service via e-mail, they need to look for people who can write in an organized manner, who can personalize in writing, who write with more of a “you” focus than “I” focus, yes – who can convey empathy in writing, and who can convey tone with the written word.

Look for something special in your customer service reps.

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

Listen to ourlatest podcast episode of “Stepping Up Service” on The MESH Networkathttp://themesh.tv/stepping-up-service/

Interested inimproving your company’s customer service? See more at ournewwebsite! http://www.cssamerica.com/


Groupon Now Rewarding to Retain

Posted on in Business Advice, World of Customer Service 1 Comment

If you’ve used Groupon as a consumer, you understand that you get deep discounts (50%+) from local businesses. If you’re a business, you realize that that can drive lots of consumers to your business, but you’re only probably getting half of what the consumer pays Groupon; so you may only be receiving 25% of your normal payment.

So the only way that Groupon really works for a business is for that company to receive repeat business (at a higher per purchase level). So for Groupon to succeed, it’s all about their business clients retaining and growing business with those Groupon customers.

The theory for the business is they take a short-term loss on a consumer purchase to establish and grow a relationship with that consumer. The reality is often different, however. The business could be cannibalizing their own business by selling at discounted rates to existing customers. They could be involved with Groupon only to attract customers who buy purely on price (and a deeply discounted price at that!). So if the discount goes away, so will that customer.

To help its clients with retention, Groupon has created Groupon Rewards. They promote a “Hassle-Free Setup” followed by “Automatic Rewards” followed by “Customer Analytics.”

No, Groupon does not say that it is cutting its fees. It’s apparently proposing to manage a loyalty program for your business, where consumers get discounts once they’ve spent a certain amount. Not exactly leading edge stuff, but it does promote consumers buying before they get the discount.

So let’s focus on the broader lesson here. If you want to grow your business in a smart way, getting customers in your door (such as what Groupon has historically done) is only the start; long-term success is driven by retention and growth.

Interested in improving your company’s customer retention? Check out our Fast-Track Retention & Growth Assessment: http://www.cssamerica.com/cssfastrga.htm

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/