millennial | Customer Service Solutions, Inc.

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

Use Millennials’ Favorite Words – 10/3/17

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


Okay – you got me. This tip doesn’t JUST apply to Millennials or JUST their favorite words, but I’m going to use that title as a jumping off point.

In recent research conducted by Prosper-Insights & Analytics, the 5 key terms that Millennials most frequently use to describe excellent customer service are: Helpful, Quick, Returns, Easy, (Fix/Resolve) Problems.

Essentially this is how Millennials define excellent customer service. There are 2 ways we’re going to suggest you use this information.

Self-Analysis
The first is self-analysis (for you or your organization):

  • Are you helpful? Yes, you may provide facts or information, but do you help the customer address their goal or need? This is second level customer service – going beyond the response you provide to the result the customer desires.
  • Is your service quick? Do you respond to the e-mails, calls, chats, needs, and issues expeditiously, and do you ask for the customer’s timeframes so that you know how they define “Quick?”
  • How do you handle returns? Is it as simple for them to return as to buy; are the employee attitudes as pleasant when customers return and want the refund as they are when customers buy and make the payment?
  • Do you make it easy for them to do business with you? For them to understand their responsibilities v. the company’s? For the customer to communicate with you?
  • Finally, what do you do when things go wrong? How are you at fixing/resolving problems? With many customers, your response to the issue tells them far more about your level of customer service than your response to the sale.

 
Phrasing with Customers
The second way we suggest that you use this information is to incorporate it into your daily phrasing with customers – particularly the words helpful, quick, easy. “I want to help you. We want to make this a quick and easy process for you. How else can I help? What’s the easiest way to keep in touch with you?”

When customers tell you what’s important, use that information to improve. And use those words in your customer conversations.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 







Make Sure it’s Not a “YOU Problem” – 8/15/17

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


There’s a TV personality in the sports world that has a phrase that he says frequently – “That’s a YOU Problem.” For example, he might say “If you have a problem with Joe Athlete and don’t respect or like him, then that’s a YOU Problem.” OR he might say, “If you don’t like how Team ABC goes about its business, then that’s a YOU Problem.”

Essentially what he is saying is that no rational person should have a problem with this individual or with this team.

Whether or not we would agree with his assessment, there is an application to his statement for the world of customer service.

Oftentimes, we have a problem when dealing with certain co-workers, certain types of people (Millennials? People in authority positions?), certain customers, certain vendors, or certain personality types. We don’t enjoy interacting with these folks, and it’s because of some problem we have with them.

But before we assume that the issue that we have with them is 100% their fault, it’s sometimes beneficial for us to ask the question that the sports personality asks – “Is that a YOU Problem?” In other words, what biases or preconceived notions or personal preferences or life experiences am I bringing into a conversation that is making the issue happen or at least making it bigger than necessary?

Think of somebody that you don’t get along with well. Think of somebody that you don’t enjoy interacting with during the course of your workday. Now take a step back and simply ask yourself “What is it about me or how I engage with this individual during these encounters that could make the situations unpleasant or ineffective? Is a fully a “Them” problem, or is it somewhat of a “Me” problem?

Maybe in 99% of the cases you are right – there’s something about this other person that is causing these interactions to be negative or poor. But at least take a step back and see if you have a part in the difficulties.

Maybe there’s an opportunity to eliminate the problem you have with this other person if you were more self-aware and changed something yourself.

Make sure it’s not a “YOU Problem.”

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page