municipal | 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

Change City Culture by Doing This…and What Else?

Posted on in Business Advice, Government Please leave a comment

Blog 12-2-14In the recent WTOC story City Council discusses budget, customer service, the City of Savannah is highlighted for their initiative to change the culture of the organization. They plan to setup rate-your-service kiosks and put everyone through customer service training. While these are positive actions to take, there has to be more, right?

When you think about a culture, you think about “how things work around here,” you think about how decisions are made, how relationships work, how communications flow, what it’s really like to work at the City of Savannah. So what impacts that?

The organization’s Mission, Vision, and Core Values impact that; leadership has the biggest impact on that culture. Reward/recognition systems, accountability based on well-documented and well-communicated customer service standards impact that culture. The organizational structure, workflow processes, who and how they hire, and internal and external communications impact culture. And yes, measurement is important, but how are they creating a consistent dialogue with residents to truly know and act on the “Voice of the Customer?”

Too many organizations take an approach to changing culture that is like putting new tires on your car; the new tires make the car look a little fresher and shinier, but they haven’t impacted what truly makes the car go.

When you are looking to change culture, realize that you’re about to undertake something important, something big!

Take a comprehensive approach to culture change.

Did you like this post? Here are other Government-related posts:







The Customer Service Rep Stuck Inside the Robot

Posted on in Business Advice, Government Please leave a comment

Blog 10-13-14Usually I can share an insightful “lesson learned” from customer service stories on the web, but this one is too little weird to evaluate; yet, it’s interesting enough to share.

In the article Robot makes big bang at Indy airport, you can see a picture of a robot that circulates baggage claim at the Indianapolis International Airport with an iPad on top showing the face of a guest services employee. The robot is fashionably dressed in a blue golf shirt and a lavaliere that I assume has his/her/its (?) name badge.

You can’t make this stuff up!

The idea is to bring customer service to the customers instead of their having to go upstairs to the guest services department. I’m reaching for any other benefit, but I’m sure someone creative will begin incorporating printing functionality on the robot, baggage handling, child watching, and coffee dispensing among the many other uses of the robot.

I’m not certain why they couldn’t put an actual person there instead of a robot (except for the “off hours” opportunity where staff could work remotely through the robot while guest services is closed), but the concept is interesting.

Share this post, and offer your thoughts “socially” – How could this robot best be used?

Did you like this post? Here are other Government-related posts:







In Government, Do You Want Good Customer Service or Low Costs?

Posted on in Business Advice, Government Please leave a comment

Blog 3-19-14Quality, Price, Service – Select any 2.

This is the sign that supposedly hangs (or hung) in dry cleaners across the country. The point is, you can’t have all 3, so figure out – essentially – what you DON’T want.

In the world of customer service, organizations often have a similar question – Do we want good customer service or low costs?

This is based on the assumption that you can’t have great customer service without increasing costs. The recent article Water operations review in GA county seeks cost savings, customer service improvements notes how one Georgia county is trying to do both.

The DeKalb County Department of Watershed Management (DWM) has hired a consulting firm to evaluate organizational efficiencies, but in doing so also improve customer service. There isn’t a great deal of detail in the article, but you can glean some of the strategy by what’s included in the article: “The partnership is also expected to improve customer service and reduce wait times for customers. A thorough review of the utility’s administration, planning, operations, maintenance and capital programs, customer service, and billing and collections will also occur.”

To improve customer service, one key is to view customer service as the composition of the employee attitudes and the service processes. More standardized, high-quality processes often are more efficient and result in less rework, fewer complaints to address, and higher productivity. This equates to lower cost.

The review of multiple departments suggests that they’re looking from a structure and process perspective to find inefficiencies in internal processes, internal communications, and communications about customer needs/issues. Streamlining internal processes often results in improved efficiency, and designing processes and customer communications to be better coordinated usually improves the customer experience.

It is definitely possible to reduce costs and improve customer service at the same time. The key is to look at processes and communications: Where is the poor quality? There’s a cost to poor quality. Where are the complaints? There’s a cost to address those. Where is there a lack of standardization? There’s financial benefit to moving to best practice. Where are the redundancies? There’s savings from eliminating waste.

Learn a little from these water works – focus on process and communications to reduce costs and increase customer satisfaction.

Did you like this post? Here are other Government-related posts:

Visit our CSS Government Services page.







1 2 3 4 5 6 7 8 9 10 ... 14 15   Next »