super bowl | Customer Service Solutions, Inc.

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

Take a Football Approach to Changing Corporate Culture

Posted on in Business Advice, Sports Please leave a comment

As the NFL regular season draws to a close over the next 3 weeks, it’s a good time to get in some football analogies – particularly analogies that relate to business. Many coaches attempt to create a team culture, believing that how they work, communicate, relate, and interact on an ongoing basis impacts their on-the-field success.

We agree.

Consider these keys to creating your own corporate culture just like a successful football coach.

Target the Super Bowl

· If a healthy culture is defined as having everyone on the same page, going in the same direction. You have to define the “direction.” Leaders need to set long-term goals for the organization – a Vision of what it wants to achieve or what it wants to become. To most professional football teams, it’s the Super Bowl. Create that Vision.

Score More than the Other Guys

· Understand that getting to the Super Bowl (your Vision) requires you to accomplish certain milestones along the way. Know those milestones, those nearer-term goals for your organization. To an NFL team, they cannot get to the Super Bowl without winning games, and winning is defined simply as scoring more than your opponent. Define your organization’s milestones.

Know Who to Block

· Make sure everybody understands their individual roles. Lack of clarity for an Offensive Lineman can cause his quarterback to be sacked. Lack of clarity for a customer support person can cause an organization to lose a customer. Be clear with everyone on their individual role.

Huddle Like a Football Team

· Teams huddle to call out the play. When do you get all your individuals (or individual departments) together to discuss how you’re going to work on the next project or initiative? Everybody needs to know how their role will fit into the team picture, and they need to know the roles of others around them. Huddle with co-workers.

Get First Downs on the Way to Scores

· Don’t always through the long-bomb. Winning a game involves about 150 plays. If you keep moving forward on offense 10 yards at a time, you’ll keep progressing toward the goal line. Don’t feel like you have to do it all at once. Have a plan. Work the plan. Celebrate each first down, celebrate more on scores, and celebrate like crazy when you win.

With the right Vision, understanding of near terms goals, clarity of roles, communication, teamwork, and great execution, maybe your last celebration will be your Super Bowl!

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/


NFL’s Super Bowl Customer Service – The Good, the Bad, and the Ugly

Posted on in Sports Please leave a comment

We’ll start with the Good.

In the bleacherreport.com article Roger Goodell and The NFL: Is Good Customer Service Still Alive and Kicking?, Jeff Cockery describes how the NFL dealt with 1,250 fans who had bought tickets for the Super Bowl only to be told they couldn’t sit in their seats due to fire code violations. The NFL found a way to relocate 850 of the fans, and then gave the other 400 a triple refund (they got paid $2,400 for $800 seats), got to watch the game in the stadium in a club behind the Steelers bench, received free merchandise, free food, and tickets to next year’s Super Bowl.

Wow! Almost makes me wish my seat won’t be up to code when I go to my next sporting event! Of course, that assumes that other sports organizations get customer service and loyalty like Goodell and the NFL league office did.

Now let’s go to the Bad and the Ugly.

Why did this happen in the first place? What was the root cause of the problem? How in the world could you successfully build a $1 Billion+ stadium and not be able to add 1,250 seats that meet code? And how do you not get it inspected early enough to rectify any problems if they arose? Is it poor planning, decision-making without the customer in mind, poor selection of a contractor, poorly designed agreements with contractors, or just plain greedy decision-making?

I don’t know the answer, but I hope somebody in the NFL or the Cowboys organization will find out. If they care about continuously improving, about getting better, about the customer, they’ll learn from this in a way that permeates the organizations. This error that impacted barely 1% of their stadium fans has generated more negative publicity than the additional revenue could ever have provided. And what saved the day (at least for now)? Customer service.

Let customer service guide your decision-making and actions up front, so you don’t have to use customer service on the backend to try to create something Good out of something Bad and Ugly.

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/