groupon | Customer Service Solutions, Inc.

When You Can’t Say “Yes to the Address” - 2/7/23


I was interviewing a frontline staff person for one of our local government clients recently as part of our CSS Training Development Process.  They described their customers and the difficult situations that they face, their tougher conversations with customers. This individual supports local events, so there’s a lot of planning involved.  Read more

How to Fix Other People’s Problems - 1/31/23


I was helping a friend navigate some healthcare processes recently, so I conducted a 3-way call with my friend and the physician practice to try to get things cleared up.  The employee I spoke with on the phone - let’s call her Katie. There had been poor communication between different Read more

What to do When You’re in the Middle - 1/24/23


Bob and Sarah are arguing, and you’re in the middle.  Bob’s an employee, and Sarah is a customer, and they have a difference of opinion.  Somehow you’re involved even though you didn’t have anything to do with the interaction in question, the complaint being addressed.  You find yourself being Read more

Is the Customer Issue an Organizational Issue? - 1/17/23


Customer retention is vital.  Most of next year’s customers are going to be those who are this year’s customers. So, the more you lose today, the fewer you will have tomorrow.  Organizations conduct research, data mine, or bring in consultants to help identify those customers who may be most Read more

Decide Who’s Driving the Bus - 1/10/23


I once heard a speech titled: Who’s driving the bus? I knew the speaker beforehand, so that made his talk extra special.  It was funny and relatable and held many words of wisdom.  The crux of the speech was that every one of us has our own facets, our own Read more

Create a Personal Vision for the Year - 1/3/23


This time of year is all about the New Year’s resolution.  We’re going to exercise or eat differently!  Then…2 months later, who knows what’ll be happening, but at least you set a goal.  For many of us, that’s progress. For businesses, that New Year’s resolution often has to deal with Read more

Avoid Making a Bad Situation Worse - 12/27/22


Twitter.  When you hear that word, does your temperature rise?  Do you roll your eyes?  Do you ask: What is Twitter? From a customer service perspective, Twitter has evolved into a virtual place for consumers to complain about businesses.  For those businesses savvy enough to understand the importance of communicating Read more

2022 Holiday Poem - 12/20/22


The year is winding down. The work is still up front. We’re making that transition to close out the 12th month. We’re trying to find a balance between personal life and work. Trying to be kind to people even if they’re acting like a jerk. It’s taking all of our patience and our Read more

Open Minds and Ornery Customers - 12/13/22


We all have to deal with some crazy customers, at times.  They might be loud or sad.  Flighty or mad.  They may have unrealistic expectations or think it’s OK to skip past people in line because their need must be more important than the others.  Some are rude, some Read more

Apply These Values for Great Customer Service - 12/6/22


One of the industries where we do a lot of our work is local government.  These CSS clients are not necessarily selling a product or having the number of competitors that a lot of our private industry clients and our sports clients face.  But they need to deliver a 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/