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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

Redefine “Access” to Treat Customers Special - 11/29/22


One of our clients puts on major events throughout the country.  When we conduct post-event surveys, many of the attendees rave about the access they had to certain entertainers, locations in the venue, parking lots, or even information.  Others decry the fact that they lacked that access. This does pose Read more

Keep in Mind 3 Key Questions - 11/22/22


Customers want to be heard.  If they have an issue or need or something that requires your support, they want to be understood. When we are trying to find a resolution or fulfill a need, when we’re trying to help a customer achieve their goal, sometimes we can be so Read more

Don’t Let This Shot Affect Your Next Shot - 11/15/22


When I was a teenager, I used to play a lot of golf, and I was pretty good for my age.  I’d have a good attitude and enjoyed the game, but if I hit a bad shot, I’d get upset.  And more often than not, that one bad shot Read more

Value the Customer – Actions to Adopt and Avoid - 11/8/22


When conducting research for a local government CSS client, we interviewed and conducted surveys with many of their customers.  We analyzed the results of the research based on those who had a great experience v. those who did not.  We uncovered that there were distinct differences between customers who Read more

Appreciate to Appreciate - 11/1/22


Why doesn’t Jay, my co-worker, respond to my e-mails or get his task done on time? It’s hard to respect the delay, the incomplete work, the lack of follow through on the part of your co-worker. Why does the customer seem so harried and so frustrated? It’s hard to value the customer Read more

The Customer Can Hear Your Attitude - 10/25/22


Sherry was sitting in the lobby, waiting to be called back for her appointment.  Just off the lobby was an office that Sherry was sitting near.  The person in the office was on a phone call, but Sherry couldn’t see the employee.  She could tell it was a call Read more

How to Handle the Customer’s Error - 10/18/22


Are all of your customers perfect?  Anyone?  Bueller? Of course, customers are not perfect.  Neither are we, but let’s focus this Tip on what they do wrong and what we can do about it in a professional, positive, and productive manner: When the customer isn’t clear, you respond: Is it OK Read more

Critique Yourself before Others Do - 10/11/22


When we’re criticized, we can get defensive, push back, deflect blame to others, and focus more on defending ourselves than really listening to what the other person is saying.  And some of us who get defensive, once we allow our emotions to settle, take time to reflect on what Read more

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

2014 Customer Service Crystal Ball – Part 1 of Trends

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

Blog 2-25-14What Customer Service Trends do we predict for 2014? Well here are the first 3 of 7 key trends we see:

We’ll Learn to Rekindle the Fire in 2014

What does that mean? No I’m not talking romance in the world of customer service, although there could be an uncomfortable emotional engagement in this particular trend…What I’m speaking of is face-to-face customer service via the web. If you haven’t seen the new Kindle Fire commercials, they involve someone holding a Kindle tablet, clicking a button to contact customer service, and having a pretty customer service representative appear for a video chat.

The attraction of the video chat is that people prefer a two-way conversation, particularly when dealing with an issue, and it’s easier to understand someone and communicate with them if you can see them. Plus, with the Fire technology, they can see your tablet and highlight information for you.

This trend toward video customer service will move forward slowly though. Beyond the obvious tech issues involved in any widespread rollout, there’s also the creepiness factor of people talking face-to-face without any idea of what they might do in this personal yet physically detached conversation. Another point to consider is where are you going to find people pleasant to talk to, to look at, with good body language regardless of the situation, and who are knowledgeable/smart enough to serve this CSR role? It won’t be easy, and they will be WELL paid.

We Will Realize that We are All the Same

A Healthcare client of ours has an issue with their security staff in the Emergency Department. The head of security believes the sole role of his staff is security, busting the bad guys, keeping the peace, etc. And while that’s the main role, these staff are stationed at the entrance of the Emergency Department, and they are the first person that walk-in patients encounter. So they need to have some communication skills, some knowledge of protocol and procedure, some customer service-orientation.

When I say “we are all the same,” what’s meant is that in 2014 there will be a more holistic approach to customer service – albeit slowly again. This approach includes the act of serving customers being viewed as a mission and taught throughout all levels of an organization rather than the activity of a separate “customer service department.” So watch out if you’re in technology, security, or facilities management – you are customer service, too!

We Will Become Infographics

Have you heard of Infographics? They’re essentially a pictorial representation of something – think Instagram with words and numbers…or a 1-page PowerPoint. It conveys information simply, graphically – hence the name – and it grabs your attention. Generally speaking, as people begin to like to see and absorb information in a certain way (think about surfing the web on a smart phone or sharing pictures on Facebook), that way gets co-opted by “gurus” to apply to their world.

Now imagine a 1-page Infographic for assembling a ceiling fan instead of a 40-page document in small print. Imagine instructions, information, directions, etc. being conveyed in Infographic format instead of a detailed narrative or text-heavy format. I predict we’ll see this trend as well.

What do you think of these first 3 trends? What is your Crystal Ball telling you? Share a comment today!

Check out Part 2 of 2014 Customer Service Trends

To learn more about how to improve customer service in a changing economy and world, visit our NEW website at http://cssamerica.com/home/