mystery shop | Customer Service Solutions, Inc. - Page 2

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Be GREAT? Just try Beating Competitors First…

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

So many organizations desire to be “Great” or “Phenomenal” or…ugh…“World Class” at customer service. I even wrote a book on how an individual can become GREAT at customer service.

But when you’re a business, not an individual, avoid the talk of “Great” or “Phenomenal” or “World Class,” and try something different.

Simply try to beat your competitors’ customer service.

Why is Chick-fil-A noted as a company GREAT at customer service? Sure they’re really good, but look at their competition. It’s not that Chick-fil-A is perfect; it’s more that they are SO MUCH BETTER than their competition that they get recognized for customer service.

Why are credit unions loved for customer service? They’re generally more personal in their service, but the typical customer experience at a credit union doesn’t make you go “Wow!” Credit unions are perceived to have a customer service advantage in large part because banks are comparatively so poor in customer service.

Why do Harris Teeter and Publix get a lot of accolades for customer service? They’re good, but so much of what makes them look good is the fact that much of their competition is so bad.

If you’re in a business that wants to have a reputation for great customer service, don’t feel like you have to rise to Disney or Nordstrom levels of customer service. Just look at your competitors and evaluate their customer service. Mystery shop your competitors. See what they do right and wrong.

And determine how to create a customer experience that is SO MUCH BETTER than competitors that your company will be talked about in the same breath as other great customer service organizations!

Be GREAT? Just try beating your competitors first.

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/


Great Customer Service is Up to Great People

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

There’s a lot at play in the customer’s experience – it’s the phone system they wade through, the website that gives them directions, the signage that helps them navigate the store front, the process for returning an item. But what’s most at play in customer experiences it the interaction, the 2-way dialogue between employee and customer.

In the Southern Business Journal article It’s the customer! Learn to see service from patrons’ vantage point, the author quotes a sales manager at the “Wright Do-It Center” that says one of the keys to “great customer service for her store is hiring the right staff members — finding friendly, outgoing and positive people. New employees go through extensive customer service training, she says, and management tries to look for opportunities to reinforce what staff has learned.”

In other words, the best CRM system, the best phone system, the best website, and the best process need the best of employees to make it all work. They discuss the use of “secret shoppers” to assess performance and identify improvement opportunities. They address surveys to research customer preferences. But whatever needs to be changed or improved in the customer experience, it comes down to people designing the change. People implementing the change. People delivering the higher level of service.

No matter what your organization does to improve customer service, remember that it all starts with people. Try to hire, train, motivate, and otherwise enable employees to become great at customer service.

Identify the criteria you use to hire people, how you evaluate them, how you hold them accountable and motivate them to grow, how you tap their knowledge to understand the voice of the customer, and how you use their talents to constantly improve customer experience.

Don’t get so caught up in investing in the latest technological advance or marketing scheme that you lose sight of the key to it all.

To keep and grow with your customer base, keep and grow your best talent first.

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

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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


Schools Should be in the Business of Providing Customer Service

Posted on in Business Advice, Education Please leave a comment

In a New York Times School Book article titled “Parents Deserve the Best Customer Service…,” a New York City Charter school principal – Jim Manly – tells parents “you deserve the best customer service on the planet.” (I should just say “Amen,” but that would be too short a post).

We’ve performed customer service training and even mystery shopping for K-12 schools, community colleges, and universities, and the reason is that some educational organizations do “get it.” They realize that – when parents base decisions on where to send their child, or what attitude they’ll have with an employee, or the opinion about the school that they’ll share with a friend – they base those decisions, attitudes, and opinions on the people they interact with, what’s it like to work with a school, and the quality of the education itself.

So the quality of the education is important, but the respect conveyed, responsiveness to needs and inquiries, timeliness of action, and ease of doing business with the school also matter to most parents. Therefore, schools, community colleges, and universities must have a competitive attitude of “I need to earn the parent’s trust” and “I need to earn the right to teach their child” and “I need to earn their respect by how I interact with them, work with them, and teach their children.

These tenets of great customer service apply to most any business. If more businesses felt like it was up to them to earn the trust, the business, and the respect of their customers, then we would all be providing truly GREAT customer service.

Use customer service to earn your customer’s respect and repeat business.

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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