iPhone | Customer Service Solutions, Inc.

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

Relieve Your Customer’s Pain

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

Disrupt yourself. Let me explain…

In the January 2011 issue of Entrepreneur magazine, David Croslin, a former HP chief technologist and current market trends consultant in Colorado, tells companies to “Be Disruptive” in their strive toward innovation. Essentially, he suggests ignoring the status quo of thinking product first or “beat the competitor” first, and instead focus on the customer first.

Referencing the mobile phone industry, Croslin stated that “They kept trying to top each other with features that most people never used” until the iPhone hit. The iPhone was more simplistic but was designed with the customer in mind. Croslin recommends fixing the “pain points” in your customer’s life.

So what does this have to do with customer service? Everything. It talks about how leaders in innovation need to focus on the customer when designing a product just like customer service representatives need to focus on the customer when responding to issues. It means that business should be all about the customer from start to finish. It means that if you’re selling, you’re selling to a customer. If you’re serving, you’re serving a customer. If you’re developing, you’re developing for a customer.

At some point, stop focusing inwardly on your own organization, stop focusing on the product, stop focusing on the competitor. Look outside your product and your competitor, and look to your customer.

Let the customer guide you. Find their pain, and find ways to relieve the pain.

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

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