savannah | Customer Service Solutions, Inc.

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

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

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.

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