survey | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Put an End to 1-Star Ratings – 1/25/22

Posted on in Customer Service Tip of the Week Please leave a comment

If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star ratings.  And it’s not just vehicle service centers; we’re inundated with requests for ratings in many aspects of our lives.

Granted, most 1-Star ratings are probably because the customer did not get their needs met, their question answered, or they had a bad experience.  I’m sure many low ratings are legitimate, while many others are not truly worthy of only 1-Star. But wouldn’t it be great if we could avoid getting 1-Star ratings in the first place?!

Uncover Potential Low Ratings before They Leave

Remember that most customers who have an issue with the company will not complain to the company.  So, if you’re talking to that customer or sending them an e-mail or engaging them in an online chat (or even meeting them face-to-face), if you want to get a sense for whether you’re going to get that 1-Star rating, ask for feedback before the end:

  • Did you get your needs met?
  • Did you get your questions answered?
  • Do you have any questions or concerns before you leave?
  • Did you have a good experience today?

 
If you ask the question before you end the conversation, great things can happen.  If there is an issue, they may give you a chance to resolve it.  If you resolve it, you have a better chance to keep the customer, and you have a chance to raise the 1-Star to 2, 3, or 4.

And you get one more perk.  It’s likely that most of your customers are satisfied with their experience.  Therefore, the more you ask for feedback, the more accolades, pats on the back, smiles, and “thank yous” you’ll get!

Put an End to 1-Star Ratings; in the moment, ask for and act on feedback.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page







In Survey Development, Think in Reverse – 1/11/22

Posted on in Customer Service Tip of the Week Please leave a comment

We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer!

And when we review their questions and start to see the direction they’re heading with the topics, we invariably pause the conversation and ask them to take a step back.  Overall:  What is the goal of the research?  What are they hoping to learn?  How will they act on the results?

Even for their drafted questions, we ask them to take a step back and think about each question:

  • What do you expect to learn from the responses?
  • If the customers say they want “A,” are they going to expect that we act on their response?
  • If the responses say “this doesn’t work,” what are we going to do with that information?
  • How are we going to use the response for prioritizing some operations improvement, helping with strategic planning, or enhancing the customer experience?
  • What’s the goal of asking that question?

 
When clients start with their questions in-hand, we make inquiries like those above.  Essentially, we are trying to get the client to reverse their thinking.  Instead of starting with their questions, we want to them to (1) Start with the Goal, then (2) Go back to how they would Act on the Results, then (3) Go back to the Data they Need, and finally (4) Determine how to Word the Question.

If they work through this process correctly, it will result in a question worded to get actionable data to achieve the goal.  If they start with the question, it may result in an unusable set of answers.

Develop surveys in reverse.  Start with your goal and gradually work your way back to the question.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page







It Matters How They Heard About You – 8/10/21

Posted on in Customer Service Tip of the Week Please leave a comment

In the 1,000+ surveys that CSS has conducted over the past 20 years, it’s interesting to read how our clients’ customers heard about them.  This question is typically asked of first-time customers, and it’s especially helpful for those customers because you don’t typically have a lot of information on them, so it’s hard to categorize them, align them with your customer personas, or get a feel for what they expect.

So, it’s great when those first-time customers will answer that question, because how they heard about you matters.  It gives you a strong sense of what they expect.

It tells you what method of communication (website, an advertisement, word-of-mouth, etc.) made an impression in the customer’s mind – a positive enough impression for them to contact your business.

It also helps you to understand what expectation the customer has of the experience they’re about to have with your business.  If it’s a website referral, your site has certain expectations it’s setting about the products you have or what the customer is about to experience.  If it’s a word-of-mouth referral, they have expectations based on a friend who actually experienced your business.  If it’s an ad, it’s an expectation based on the product or event or characteristic that you promoted and what expectation your ad set.

To take this analysis a step further, ask the customer “What about the – ad, friend’s referral, website – brought you in today?”  This will encourage them to tell you more specifically what they expect.  And the more precisely you know the customer’s expectations, the more precisely you can meet and exceed them.

Ask the customer where they heard of your business; ask what brought them to your business.  Then exceed that expectation.

Uncover your first-time customers’ expectations.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page







1 2 3 4 5 6 7 8 9 10 ... 26 27   Next »