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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

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to 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/