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When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

When Kindness Means More in Customer Service - 12/9/25


Since a large part of the work we do at CSS includes customer research, we have seen tens of thousands of comments over the years about staff, and it is great to hear the positives that customers, fans, and account holders say about our clients’ team members. One word that Read more

Don’t Create the Second Complaint - 12/2/25


Maria was upset.  Rightfully so.  The product delivery was delayed, she couldn’t get anybody on the phone, and nobody would reply to her e-mails.  So, she went down to the store, and she found a customer service representative. After the initial greeting, the employee listened to Maria’s complaint.  While Maria Read more

Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

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You’re Once, Twice, Three Times a Customer

Posted on January 28, 2010 in Business Advice Please leave a comment

With all due respect to the Commodores’ great song (“You’re Once, Twice, Three Times a Lady”), this blog post focuses on gaining repeat business. Many companies work so hard on making the initial sale and celebrating the transaction. But what if we looked at each sale or at each “moment of truth” with the customer not as a single event? What if we saw it as a link to the next sale? The idea is to string together 1, 2, and 3 sales to the same customer. This is creating a customer from a transaction. Several things would be different:

  • You would be more concerned with whether the customer was satisfied with the shopping experience.
  • You’d be more likely to ask for improvement suggestions.
  • You’d be more likely to follow-up after the sale.
  • You’d be more likely to set-up periodic customer “touch points” to make sure you’re top-of-mind the next time a buying decision is made.
  • You’d be more likely to get contact information on the customer and to use it.
  • You’d be more likely to inquire about other customer needs/wants.
  • You’d be more concerned with getting to know the customer personally.
  • You’d spend more time talking with co-workers about strategies to keep that customer and bring them back.

Think about the customer by thinking about how to get to the next encounter. Turn your transactions into Once, Twice, Three Times a Customer.

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


Small Errors in Service Recovery

Posted on December 7, 2009 in Business Advice Please leave a comment

 If “Service Recovery” means that we need to “save” situations where the customer is upset, irate, or complaining, then there are right ways and wrong ways to do it. While there is no one rule to deal with Service Recovery situations, many times employees can think that they are doing things the right way, and in fact there are small errors that are causing the recovery to be unsuccessful.

Think of the following actions during Service Recovery and the issues with each:

  • The employee responds to an e-mail from an irate customer by sending an e-mail back.  Whereas this may be very effective at times, particularly when the customer prefers e-mail communications, in a Service Recovery situation you want to talk to someone 2-way, on the phone or face-to-face. Because that ability to see the body language and to hear the tone of voice enables you to deal with the emotion of the situation better. Remember that e-mail does not convey emotion well.
  • The employee responds to the customer that if they have a concern, then the customer is welcome to call back. While this may seem like a positive offer, in effect what the employee’s doing is dumping the responsibility for follow-up back on the customer. Particularly in Service Recovery situations, the employee needs to take ownership over the follow-up, to convey that they care and ensure that the follow-up happens.
  • The employee hears the complaint and gives the appropriate solution, and yet the customer is still upset. This typically happens when the employee is providing an effective solution, but they are ignoring the emotional aspect of the conversation. Most customers want to be understood and to feel like they are cared for at least as much as they are having their question answered during a Service Recovery situation. Employees need to make sure they’re not so focused on the issue and the solution that they totally ignore the emotion that comes with the issue.

When determining the best way to deal with Service Recovery situations, look at the little things that employees can do wrong to determine how to tweak the technique to make sure everything turns out right. 

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


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