process improvement | Customer Service Solutions, Inc.

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Challenges Create Opportunity, People Create Change – 4/20/21

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

There are so many great things that have been said over the years about overcoming challenges, pushing aside the roadblocks of life, dealing with difficulties.  And these are important points of discussion because challenges are all around us.  There are challenges with our personal health or in our personal lives.  We could have the challenges of dealing with mean or angry individuals at work.  It could be the challenge of trying to support a customer but not getting the support of your co-worker.  The challenges could be inconsistent communications or ineffective systems and processes.  Maybe our challenge is due to our own personal burdens or biases or lack of professional development.

We have these challenges, but to overcome them or push them aside or deal with them, people have to take some action:

  • You’re dealing with essentially the same complaints from customers in your office every day. What can you do to reduce the number of those complaints that you have to deal with each day?
  • You’ve been given bad directions to a customer’s home 4 times this week – it wasted your time! What can you do to make sure it doesn’t happen 4 times next week?
  • You deal with an issue where you’re just not comfortable or confident. What can you do to become more comfortable and more confident?
  • The system is not intuitive for you. It takes you much longer to accomplish your work than it should.  What can you do to become more proficient?
  • The frustration of that angry customer gets to you. You get flustered and you get defensive, and the next thing you know you’re in a 10-minute conversation that never seems to go anywhere.  What can you do to manage your own emotions better?

We’re always going to have challenges.  We are human, and the people we work with are human, as well.  The systems that we work with are FAR from perfect, too!

Identify 1 or 2 of the challenges that cause you heartburn.  Then determine 1 or 2 actions you can take so that these situations happen less frequently or you’re more effective at dealing with them in the future.

Challenges create opportunity.  Be one of the people that creates change.

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


Question Everything, but What’s the Question? – 3/23/21

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

The new leader joins the organization, and she decides she wants to question everything.  She wants employees to question everything.  Why have we always done it this way? Why do we continue to do it that way? Is this the best way to work?

Sometimes it’s a great management initiative because it forces us to question the validity in doing things in the future a certain way just because we’ve done them that way in the past.  It can be a beneficial leadership tactic because it gets the organization thinking in a continuous improvement mindset.

But when it comes to customer service, what’s the question?  That depends on our goal.  If we’re an organization that is focused on delighting the customer or wowing the customer or amazing the customer or creating a Disney-like experience, you would ask:  Are employees focused on delighting the customer when they are greeted?  Does our speed of service make the customer go WOW?  Is the physical environment where the service is delivered creating an amazing feel for the experience?

Let’s say your goal is to keep every customer.  Then you would ask:  Are we personalizing every communication with our customer?  Are we proactively touching base with every customer to have an ongoing sense of their feelings about us?  Are we asking enough questions to truly understand why they would stay, why they would go?  Are we asking the right questions to truly understand their needs so we can specifically match up our resources with their needs?

What if your goal is simply to deliver a consistent, accurate, and timely service experience?  First of all, “simply” is probably not the best word to use.  Creating an experience that is consistent, accurate, and timely is anything but simple.  But let’s discuss what questions you would ask:  How are we ensuring that – no matter who delivers a service – it is done in the same manner?  How do we ensure and track accuracy?  How do we define “timely” or have a customer define timely, and how are we meeting the timeliness goal?

To be continuous improvement-oriented, to try to foster positive change, consider questioning everything.  But before you start questioning, first understand what your goal is as an organization, and let that drive what you ask.

Question everything, but first know what’s the question.

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


Customers Want Easy, but Easy is Difficult – 1/12/21

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

New employees go through days of training to learn products and services.  They have formal workshops to learn how to use their office applications, web functions, and whatever programs are specific to their department.  They test new technology, and they get quizzed on knowledge of policies.  This is hours or days or sometimes weeks of training so that the employees can do their work consistently and effectively.

Customers of our companies typically go through no training.  There are no half-day workshops to learn how to lodge a complaint or request a refund or ask a clarifying question or check on a status.

Customers are not and should not be expected to be experts in our business.  Customers want EASY – Easy to find, easy to access, easy to understand, easy to use.

But Easy is difficult.

I once worked for an administrator in a hospital, and I noted how in certain aspects of operations, we needed to simplify some processes – make it easier on employees to deliver consistently high-quality service.  The administrator responded that his peers don’t think Easy is challenging. I replied:

Making something easy is actually one of the most difficult things you can do in business.

It’s not difficult to have a new procedure or policy, a new function or feature, and just add it on top of what currently exists.  It’s not difficult to just add 5 pages at the back of the standard operations manual.  It’s not difficult to just let incremental complexity grow on a day-by-day and year-by-year basis.

What is difficult is taking a step back, seeing everything through the lens of a customer or an employee, and trying to make it as easy as possible for the employee to deliver great service, or as easy as possible for the customer to have a great experience.

If your organization wants a challenge that will benefit your customer, take on the challenge of Easy.  Find ways to make it easier on the customer to find you or your service offerings.  Make it easier for them to access the information and the solutions they need.  Make the information as easy to understand as possible.  And once they are accessing that product or service, make it as easy as possible to use.

If you need a challenge for the new year, try to make it Easy on the customer.

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


1 2 3 4 5 6 7 8 9 10 ... 21 22   Next »