metric | Customer Service Solutions, Inc.

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

When Metrics Mask Reality – 7/16/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment

Michael has the pleasure of knowing a board member for a nationwide retail chain. Michael thoroughly enjoys knowing this gentleman on a personal level and learning about his perspective on business.

Since Michael has been a customer of the business, one day he decided to ask the board member how the board feels about their company’s customer service. The board member’s response was “Oh! We’re doing great! We just passed our biggest competitor in the national ratings, and our metrics on the store customer service are generally trending up!”

Michael was somewhat astonished at the response, since this company has a reputation for horrible customer service. Since Michael hadn’t been to his local store in a few weeks, he thought that maybe they had improved.

So that weekend, Michael needed to buy a certain type of flower that his wife was requesting – a white wave petunia. Not wanting to make a 20 minute round trip without knowing they had that type of plant, Michael called the store first. After going through 5 menus on the phone system, Michael selected the right option (or so he had hoped) and was transferred to the nursery; he hung up after the phone rang for the 18th time with nobody answering.

He then hopped in his car to go there anyway as it was getting late in the day. When Michael entered the nursery area, he immediately walked up to the cashier and waited behind the only customer in line. Since that conversation was taking several minutes, Michael walked to the flower pots and began looking for the plant. There Michael saw every petunia known to man. . .except a white wave petunia.

So he went back to the cashier, and when the cashier was done helping the customer, Michael asked for help.

“I’m just a cashier,” responded the employee. “I don’t know what those are; why don’t you go ask an employee back in lumber?”

“Where?,” Michael responded.

“Back in the back quadrant over there; they’re over there,” the cashier replied.

Then Michael went to the ‘back quadrant,’ but there were no employees around.

Michael left without a white wave petunia, without a good feeling about the store, and with the definite suspicion that this board member had never shopped at his own stores.

Metrics can look good, but the experience can be bad.

Trust data to a point, but verify what the experience is like in reality. Experience your business like a customer would experience it.