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Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

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Customer Service Complexity Increasing – Here’s One Reason Why

Posted on April 14, 2011 in Business Advice, Government 1 Comment

In the Environmental Ladder article “Smart Customer Service for a Smart Grid World,” the writer talks about how most call centers at utilities spend the majority of their customer interactions addressing basic questions about bills, transfers of service, payment plans, etc. But as the utilities’ technology advances such as in the use of the smart grid and real-time data and information shared by consumer and utility alike, things change.

With knowledge comes, power – right? Well the information provided to the consumer, and the choices that the information offers create questions from the educated consumer for the utility. If consumers are more educated on how to manage their power day-to-day, what their consumption is, how to modify power plans, then the more questions they can ask of the customer service representative. The consumer can request more changes; they can better challenge utility decisions.

You see, an educated customer can create work for the business. In the grand scheme of things, this is great. We want consumers educated, having more data upon which to evaluate a service or a supplier. But businesses must realize that more information means that the customer’s expectations will change, their demands will rise, their ability to compare competitive businesses increases.

So businesses need to ensure that their staff understand that the FAQs (frequently asked questions) of the past may no longer apply. And today’s questions may differ from tomorrow’s. Companies need to be more agile in understanding what customers are asking about over the past week and must have plans in place for quick training of staff or quick communications out to consumers to answer those ever-changing FAQs.

Increases in customer knowledge can create increases in complexity for the customer service staff.

Make sure your education and training of your customer service representatives is staying ahead of the education of your customers.

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

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Fearing the Feds…in Customer Service

Posted on March 30, 2011 in Business Advice, World of Customer Service Please leave a comment

Let’s keep the government off our backs! That’s the upshot of the article in CIO.com that addressed the mantra of Australian private sector industries struggling to deliver good customer service.

One of the telecommunications executives has heard rumblings from government leaders which suggest that the government is considering mandating that telecoms and ISPs start delivering a certain level or type of customer service. His solution is to get the private sector companies to work together toward improving customer service and reducing complaints – before the government forces them to do so.

Think about your business – imagine if your bank, your hospital, your shop, your university were to get federally mandated guidelines that addressed how or at what level you must deliver customer service.

A nightmare?

Yes, but it’s already happening. Hospitals, for example, will begin to have reimbursement from the Federal Government adjusted based on patient satisfaction scores in the U.S. including the patient’s assessment of their customer service.

The problem with a government mandate is that the business loses control over priorities or actions; the business gains an administrative burden; the business now has an 800-pound gorilla helping to manage it – the Federal Government.

Companies wouldn’t have to worry so much about government intervention if they took the time to measure the link between customer satisfaction, loyalty, word-of-mouth, repeat business, etc. and organizational profits. They wouldn’t be concerned with governmental edicts if they knew what percentage of this year’s revenue came from last year’s customers. They wouldn’t fear the repercussions of the government if they put a dollar value on the cost of the repercussions of their own upset or angry customers.

Put a dollar figure on the value of your customer. Let that number – not the government – be your incentive to improve customer service.

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

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


BRE-vity is the Soul of Wit

Posted on March 9, 2011 in Business Advice, Government Please leave a comment

Do you remember the quote from your high school literature class – “Brevity is the soul of wit”? Basically, Shakespeare meant that clear and intelligent discussion (and wit, of course) usually involves concise wording. In other words, don’t be long-winded. Keep it short. You make better points when you use fewer words.

For Business Retention & Expansion (BRE) organizations, brevity is paramount in data gathering, analysis, reporting, and prioritization. Typically economic development staff in local municipalities, chambers, or other agencies must try to stay on top of what’s going on in hundreds or thousands of local businesses. These BRE groups must do it with limited staffing and resources. So they must be focused, highly prioritized, and efficient. They must have a clear strategy on who to visit versus survey versus monitor using more passive means. They must leverage partnerships, understand when to outsource research, determine ways to gather data on local businesses in as little time as possible, and prioritize.

The analysis of all data collected needs to be as automated as possible, and reporting needs to let a few key metrics (about the company’s jobs/tax/fees impact on the community and its risk of job loss) guide prioritization, actions, and future contacts.

If you’re in an organization that is asked to manage a large client base with a small staff base, learn from BRE organizations.

Focus on how to optimize effort to maximize impact.

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

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


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