HCAHPS | Customer Service Solutions, Inc. - Page 8

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“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

Where Scripting Does (and Doesn’t) Work to Improve Survey Scores

Posted on in Business Advice, Healthcare, Sports Please leave a comment

I don’t promote scripting, because too many companies take it literally in that they force their employees – without the least bit of sincerity – to make the same statements over and over and over again to the customer.

“Did I deliver great service today?"

“I hope I provided excellent customer service.”

Customers can sense sincerity and insincerity, communications they trust and mistrust.

So when we hear that some companies have their customer service reps and other staff use those statements because “Great” and “Excellent” are ratings on the surveys, I cringe.

Don’t rig the surveys just to have them say what you want them to say in terms of “Excellent” or “Great.” Customers can usually smell that a mile away, and just as importantly, you may not be getting a true indication of your customer’s satisfaction.

Now when it IS beneficial to have a little bit of scripting and training and education with staff that relates to surveys is when the terminology you use to describe the attribute they’re evaluating is not obvious. Maybe you ask on the surveys about “discharge instructions,” but when you talk to the patient in the hospital, you never referenced the phrase “discharge instructions.” In these cases, either refer to “discharge instructions” using that term when they’re in the hospital so the patient knows what you’re talking about on the survey, or use a more simple term or phrase on the survey like “Did they explain how to care for yourself when you go home?”.

When you’re conducting a survey and you’re asking the season ticket holder for the pro sports team to evaluate their account representative, make sure they know about whom you’re talking. Have the representatives refer to themselves as “your account representative” or “your personal representative with the team” when talking to the season ticket holder.

Make sure that the terms you use on surveys are terms customers are familiar with from having dealt with your organization. If you want great performance, you have to make it clear with your employees what great performance looks like, and to evaluate that performance, use terms on the surveys that you commonly use with your customers.

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

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


Customers Pay You for Performance

Posted on in Business Advice, Healthcare Please leave a comment

I will pay you for better customer service, a better experience, higher satisfaction.

No, this isn’t me talking to you; this is the Federal Government talking to hospitals. In a Healthcare Leaders Media article, the author states that “Higher Medicare reimbursements will require higher patient satisfaction scores, which will require higher employee engagement, which will require strong HR initiatives.”

Think about your hospital…or clinic…or bank…or team…or college…or business. What if higher satisfaction of your customers increased your revenue? What if decreasing customer satisfaction lowered revenue?

Well…it already does!

In the article noted above, the Government is going to adjust reimbursement based on patient satisfaction scores – so that’s an obvious cause-and-effect relationship. But your business also has that same cause-and-effect relationship. If your customers are more satisfied with the experience, the relationship, the processes, people, and products, they will be more likely to return. They will be more likely to purchase more per visit. They’ll be more likely to refer you to friends. In short, the more satisfied they are, the more revenue you’ll receive.

So the question to you just like to the hospitals noted in the article is “How do you increase customer satisfaction?” The answer varies for every organization, but it generally comes down to this. Focus on your People – how can you improve their skills, knowledge, and attitudes? Focus on your Processes – how can you make them more simple, self-evident, efficient, and quality-based? Focus on your Products – how can you improve the quality and effectiveness in addressing the customer’s need?

To drive up customer satisfaction, drive up the performance of your People, Processes, and Products.

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

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


Fearing the Feds…in Customer Service

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

Let’s keep the government off our backs! That’s the upshot of the article in CIO.com that addressed the mantra of Australian private sector industries struggling to deliver good customer service.

One of the telecommunications executives has heard rumblings from government leaders which suggest that the government is considering mandating that telecoms and ISPs start delivering a certain level or type of customer service. His solution is to get the private sector companies to work together toward improving customer service and reducing complaints – before the government forces them to do so.

Think about your business – imagine if your bank, your hospital, your shop, your university were to get federally mandated guidelines that addressed how or at what level you must deliver customer service.

A nightmare?

Yes, but it’s already happening. Hospitals, for example, will begin to have reimbursement from the Federal Government adjusted based on patient satisfaction scores in the U.S. including the patient’s assessment of their customer service.

The problem with a government mandate is that the business loses control over priorities or actions; the business gains an administrative burden; the business now has an 800-pound gorilla helping to manage it – the Federal Government.

Companies wouldn’t have to worry so much about government intervention if they took the time to measure the link between customer satisfaction, loyalty, word-of-mouth, repeat business, etc. and organizational profits. They wouldn’t be concerned with governmental edicts if they knew what percentage of this year’s revenue came from last year’s customers. They wouldn’t fear the repercussions of the government if they put a dollar value on the cost of the repercussions of their own upset or angry customers.

Put a dollar figure on the value of your customer. Let that number – not the government – be your incentive to improve customer service.

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

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