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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

Let Your Goal Determine Your Question – 2/2/21

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

In the early 2000s, when the economy hit the skids, companies realized that they couldn’t take their customers for granted.  They needed to ramp up customer service.  They needed to listen to the Voice of the Customer.

During the Great Recession in the 2008-10 timeframe, much of the “new marketing strategies” that developed were really a repackaging of customer relationship development and client retention and growth initiatives.

Fast forward to today, and largely due to the Coronavirus pandemic, the economy is taking a hit again.  Companies are trying to determine how to change their customer experience, but they – again – are having to retain the customers they have as they hope to navigate through these waters and be positioned for continued success down the road.

One consistent response to these economic downturns is that companies have refocused on the importance of listening to the customer.

When you listen to the Voice of the Customer, oftentimes that voice is being shared in response to your questions.  These might be questions when you’re dealing with a customer issue, but let’s think a little bit more strategically – consider the customer voice you hear through your research.  You may have questions that you typically ask in a customer survey or in a focus group, but try to avoid the typical.  Instead, let your goal determine your question.

For example, if an organizational goal is to retain customers, ask why they became a customer in the first place, what keeps them with your business, why they would consider leaving.

If your goal is growth with existing customers, ask them about their needs.  If those needs are not being met by your company, ask them how those needs are being addressed.  Inquire about their awareness of your other products and services.

If you want to differentiate your business by having an exceptional customer experience, ask customers how your experience compares to others.  Ask how they would define a “great customer experience.”  Ask them to give you an example of an organization or a situation that provided an exceptional experience.

In times like these, most organizations are holding on to customers as tight as they can, and most discerning customers realize that fact.

When you’re considering tapping into the Voice of the Customer to learn how to strengthen that relationship, discuss organizational goals before you ever discuss what research questions to ask customers.

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Customer Service – Look Internally to Ensure Satisfying Externally

Posted on in Business Advice, Government Please leave a comment

With the proliferation of relatively inexpensive online customer satisfaction survey solutions (at least for web-based surveys), there has thankfully been more of a tendency for organizations to ask customers about their experiences. This first-hand feedback can be very helpful for businesses in understanding customer perceptions and preferences.

But organizations can’t be so focused on just getting feedback from customers (those external to the organization) that they ignore many of the internal measures of operations that drive the customer’s (dis)satisfaction.

In the article City, county teaming up to speed land-use permits, Fort Wayne and Allen County governments were recognized for working well together on a new online land-use permitting system. According to the article, “The system will allow developers to track their projects online. It will also help city and county employees track their performance and understand where in the process applications are getting stalled. The system will chart a permit’s progress from department to department. If it is held up too long in one department, the system will red-flag it, and a computer-generated letter will be sent to the applicant.”

The system was developed – in part – to improve customer service. And a large part of that improvement will be driven by the organization looking at internal performance reports that are impacting speed of service processes for external customers.

When you review your customer satisfaction/service performance metrics, think beyond those surveys that customers complete. To truly improve customer service, you have to have effective measures of internal operational performance that impacts service delivery to customers.

Look internally to ensure you’re satisfying externally.

Interested in improving your organization’s customer service? See our other blog posts at: http://serviceadvice.cssamerica.com/category/government/

Learn about our CSS Government services at: http://cssamerica.com/cssgovt.htm