service recovery | Customer Service Solutions, Inc. - Page 13

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

Social Customer Service, and Customer Expectations

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

In the article 20 minutes is too long for Twitter Customer Service, Michael Pace notes that the “@HyattConcierge Twitter response time goal (service level) is 20 minutes.” He then talks about whether that is the right goal – particularly from the customer’s perspective. Mr. Pace offers several standards based on the type of social media that customers are utilizing – interesting data, so check out the article.

So this begs several questions for your business – whether or not you’re in the Twitter world. What expectations do you have for the timeliness of responsiveness to customers? How do your organization’s expectations match up with the customer’s expectations? How do you find out your customer’s expectations? How do you share your organization’s expectations with your employees? How do you address your processes and systems to help employees meet those expectations? How do you measure expectations vs. reality? Finally, how do you communicate those expectations to customers so their expectations are more realistic?

This is a lot about expectations, but remember that studies have shown that 40% of customer dissatisfaction is because the company didn’t meet customer expectations. Maybe they overpromised, or they just didn’t do the bare minimum of what a customer would expect.

So get with the customer service and marketing leaders at your business, and talk about customer expectations. What is realistic? How do we communicate realism in a positive manner? What needs to be improved? How do we improve? How do we become GREAT?

There’s a lot that businesses try to do every day to improve customer service – but those efforts need to include a clear focus and strategy around setting, meeting, and striving to exceed customer expectations.

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/


Have a Lockout Exit Strategy

Posted on in Business Advice, Sports Please leave a comment

For anyone who has followed the back and forth in the NBA about the current lockout, you realize that there is a lot of acrimony from the owners and players. Acrimony can generally fuel passion, but it doesn’t fuel positive passion – particularly from the fans.

At some point the lockout will end. There’s too much money to be lost this season for both the owners and players, and the money that will be lost is money that the fans would have paid. With each passing day, for a certain portion of fans, the fan’s affinity for the sport and the teams and the players decreases. The money that fans are NOT spending on the NBA is going to other places. There are new draws on people’s time that would normally be spent focusing on their team and attending games. The positive vibes and memories go away.

So the question is, “What is each team’s Lockout Exit Strategy?” We’ve done a great deal of consulting, training, and research with professional sports organizations over the past 8 years (with the NBA in particular), and we know that the teams can be good at planning – particularly planning Marketing and Sales strategies.

But there’s a strong need for a retention and relationship renewal strategy. This is different. This is focused on getting back business from fans who will not be in the typical mindset they are at the start of the season. The same strategies used in the past will not be as effective this time around. Teams need to build a retention/relationship renewal strategy based on empathy for the fan. Here are four quick parts of the strategy to incorporate, particularly for when the lockout ends:

1. Have a research plan to gauge current STH feelings/perceptions and how those may change decisions to attend games, renew tickets later on, etc.

2. Have a communication plan with the broad fan base that focuses on empathy and appreciation.

3. Season Ticket Holders (STHs) will be even more concerned with the Direction of the Team, so have a communication plan that gives them “inside information” and direct messages from team leadership. This could include joint letters and/or joint STH-conference calls with the owner and key players.

4. Create a 2-month STH Touch Point Plan to consistently reach out to STHs to communicate messages of harmony within the organization, focus on the fan, and longer-term plans for success.

When preparing to move forward from this labor unrest, have a relationship renewal strategy.

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


7 Tips to Help You Retain More Customers and More $$

Posted on in Business Advice Please leave a comment

Since the road to financial prosperity for any business is paved with your customer’s dollars, the question is how do you gain more dollars?

The best way to have those prosperity-paving dollars tomorrow is to retain today’s customers. So here are 7 quick tips to retain and grow your business with existing customers:

1) When you make the sale, ask the customer why they bought from you. This allows them to tell you why they’re a customer, and probably why they’d buy again.

2) At least annually, ask the customer why they would continue to buy from you, or ask why they’d leave. This will tell you their retention drivers.

3) Act on the answers to the first two questions.

4) State to your customers what they can expect in terms of their experience with you. Clearly say “you’ll get this…in this timeframe…in this way…from these people…at this level of quality, etc.” Stating expectations for the customer ensures you have a better chance of meeting those expectations.

5) Become great at delivering a reality (with your people, processes, and services) that meet or exceed those expectations.

6) Thank the customer…repeatedly. When they enter your store, when they complete the purchase, and in follow-up communications after the sale. Customers want to feel appreciated.

7) Have specific methods of dealing with customer issues when they arise, and train staff on how to handle the irate customer and apply those methods when a customer is upset. As we’ve said before, when there’s a complaint, speed of resolution is a top priority.

Want to retain more customers and their money? Become great in these 7 facets of 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/

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