service recovery | Customer Service Solutions, Inc. - Page 12

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

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

Investigate for FACTS - 7/12/22


Sometimes the issues that we deal with don’t have an immediate resolution.  There’s unknown information and conflicting stories.  Many individuals are involved, or possibly whoever is involved is not available.  You have to investigate. For situations where you have to be clear on what occurred, make sure you’re gathering all Read more

Become a Great Teacher - 7/5/22


Are you one of those people who really liked school?  School is always made more enjoyable by great teachers and professors. Do you love sports?  Many coaches in football and basketball, in hockey and baseball view themselves as teachers…teaching the game they love to their team. True leadership is about growing Read more

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

Internal Customer Service Defined

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

He laughed at me. I didn’t take it personally since it was just a natural reaction to something I said.

A few years back, I was in a meeting with a group of small business owners who were designing a method of evaluating different companies to win a community customer service award. As we were building the criteria, I talked about the need to include questions about “Internal Customers.”

One of the business owners asked what that meant, and I stated that it addresses co-workers – the idea is that we need to treat co-workers as customers. He laughed and said “that’s the craziest thing I ever heard!”

Maybe the concept was odd to him because he didn’t treat his staff with courtesy, respect, and responsiveness. Or maybe he just didn’t fully grasp my definition of “internal customer.”

The easiest way to think of who is your internal customer is to think of who in your company relies on you. What co-worker, supervisor, direct report, or other personnel rely on you to get their job done? Who relies on you to provide them information, technology, decisions, or answers that allow them to help their customer? Which co-workers do you impact by what you do, how responsive you are, and how you interact with them?

These are the people – the co-workers – that need the same level of respect, quick turnaround, positive attitudes, attentiveness, issue resolution, and general courtesy as your external customer.

Get comfortable with the idea of “Internal Customers.” Who relies on you?

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/


Don’t Buck the Broncos’ Approach to Fan Relations

Posted on in Business Advice, Sports Please leave a comment

Leadership needs to be involved in customer relations, especially when things go bad. We often say that even the best strategies and initiatives put in place to create a customer service culture can fail if management doesn’t practice what they preach.

In the article Broncos owner Pat Bowlen e-mails ticket holders after ‘gut-wrenching’ loss, the writer addresses a communication sent to season ticket holders where the Denver Broncos owner appears to do two things very well. First, he empathizes with the customer, noting “I feel terrible for our players, coaches and staff…but most importantly, my heart aches for you.” He then tries to get the fans (and probably himself) focused on the future by stating “As we move forward, I am extremely optimistic with the future of our team.

This is a positive example of how a leader could (and should) insert himself into a major customer relations issue. He proactively and directly communicates, empathizes, and redirects the focus to the future.

Now I’m not suggesting that leadership needs to constantly be involved in the role of “customer relations representative,” because – frankly – many business leaders are ill-equipped to know how to defuse a 1-on-1 situation, how to effectively communicate, how to empathize with their customer, and how to be responsive to needs.

But when issues arise, don’t buck the Broncos’ approach to fan relations. Appropriately involve leaders in communicating the empathy and the future vision.

Interested in improving your organization’s customer service? See more at http://www.cssamerica.com/


Be Less Sexy to Build More Customer Loyalty

Posted on in Business Advice, Carolinas Please leave a comment

Loyalty – you get it from a dog by loving it, rescuing it from a shelter, or giving it a treat. Loyalty – you get it from employees by valuing them, being loyal to them, and building trust by doing what you said you’d do. Loyalty – you get it from a consumer by…what?

In the article Retail analysts: Do the math on loyalty cash, the discussion is about loyalty cards, or discounts on store credit cards, or credits that can be applied to the store. According to a Charlotte-based analyst, the reason to offer these types of rewards is evident – “The obvious benefit here for the retailer is the additional trip.”

So to answer the question above, loyalty – you get it from a consumer by…giving them a discount? Hmmm.

Not real creative stuff here; but the analysis that companies have to make before they embark on these “cash for the consumer” loyalty programs must be done by looking incrementally. What is the net increase in profitability through these programs? To calculate, you have to look at the revenue from the sale less the item’s cost (standard profit stuff) less the cost of the program. Then compare that to what the company would have generated in profit if it had done…I don’t know…nothing! Or maybe if it had improved between-sale communications with the client, or if it had improved customer service, or if it had improved service recovery processes, or if it had been more particular about what customer service-oriented characteristics it looks for in employees, or if it were better at motivating employees.

In other words, these types of loyalty programs should be a last resort. It’s like a price drop for a salesman to get a sale; it’s weak; it’s like having a sale but not wanting to call it a sale.

It might be harder and less sexy to improve performance, hiring practices, client relationship development, and customer service than to have a new cash-based loyalty program, but in the end customers evaluate businesses based on the Employee Attitudes, Service Processes, and Products/Services, and these loyalty programs often put too much focus on a small piece of the loyalty puzzle.

Sometimes it’s good to be less sexy to be more successful in building customer loyalty.

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/