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Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

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India Wants Immediacy in Customer Service

Posted on June 1, 2011 in Business Advice Please leave a comment

Immediacy. That’s what it’s about. Immediacy.

In the just published Customer service goes social in India article, a survey showed that consumers in India are using Social Media to complain directly to companies (not just about, but to companies). Their rate of interaction (44%) directly with companies is much higher than in the UK and US.

Why? Immediacy. The long wait times to get a company representative on the phone is so aggravating that consumers prefer to go to Social Media. The ease with which complaints can be voiced via Facebook and Twitter, the speed of sending the message (literally and figuratively), and the speed of expected response are much faster via Social Media.

So customers want speed. They want to be able to vent. They want to be able to interact with a business, a person. They want resolution…fast.

With customer expectations changing, speeding up, what are you doing to speed up your organization’s response rate? Do you measure speed of answer (not just on the phone) via your website, via e-mail, via Social Media, in your storefront?

You should. Your customers have an internal clock, and it’s always ticking.

Understand customer expectations. Measure performance. Improve…continuously. Do it with…immediacy.

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/


Social Media and Customer Service – Are you integrating?

Posted on May 26, 2011 in Business Advice, World of Customer Service Please leave a comment

It’s a big buzz in the customer service world and in the business world in general. It’s all about social media – Twitter, Facebook, whatever your preferred flavor may be.

In the article Carriers using social media to measure & improve customer service, an IBM exec notes during a forum in Dublin, Ireland that a recent study indicates 33% of consumers overall look for product information via social media while 50% of 18-25 years olds search the social platforms.

Panelists on the topic agreed that “Effective social campaigns to measure and improve customer experience require individualized attention and an increased response speed.”

Let’s stop. Forget about the fact that we’re talking about social media; I’ll even take that word out of the statement. Think about your store. Your online business. Your hospital. Your bank. Your sports team or club.

Now read this statement again: “Effective campaigns to measure and improve customer experience require individualized attention and an increased response speed.”

This fact is NOTHING NEW!

It applies to your storefront, your web, your phone response systems, and – yes – social media. Social media may set an expectation for more immediacy since people using that vehicle are part of a demographic typically looking for quick information and response. Also, from the company’s perspective, since social media can “go viral” to many hundreds or thousands of people quickly, there is a need to address issues fast to maintain the brand and minimize customer churn.

But the core point applies throughout any business; it goes beyond social media. If you want to measure and improve your customer’s experience, get to know your customer as an individual. Communicate with them as an individual. Respond to them quickly…as an individual.

Integrate Social Media and Customer Service in your business, but when you do it, keep in mind that you’re not using Social Media just to promote and sell to existing clients.

You’re doing it to serve your customer as an individual.

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/


3 Key Predictions for 2011 in Customer Service

Posted on December 10, 2010 in World of Customer Service 1 Comment

Understanding current trends in customer service as well as in the economy as a whole has led Customer Service Solutions, Inc. to identify three predictions of what we foresee happening in the world of customer service in 2011:

· The term “Social Media Customer Service” will become more consistently defined, and that definition will involve a focus on more clearly articulating how Social Media customers differ from those who look elsewhere to interact with businesses. But with each new entrant into the Social Media space, companies will struggle with how to address additional customer service touch points consistently and efficiently.

· As the economy continues its struggle to gain footing, companies will become more strategic and targeted on which customers they want to keep and how to reduce the cost of serving low profit customers. Arguments will rage over whether to and how to “fire customers.”

· Fearing employees are at a breaking point with being asked to continue to do more work while still retaining customers, businesses will invest more heavily in morale-building culture initiatives and process redesign and reengineering activities.

In other words, 2011 will be about enabling employees to be successful with limited resources, being more targeted in when/where/how to serve customers, and learning how to engage the social media world with customer service that is consistent and efficient across the enterprise.

What do you think about these predictions? What do you think will happen?

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

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/


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