survey | Customer Service Solutions, Inc. - Page 24

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

G’Day = Good Relationships

Posted on in Business Advice, Sports Please leave a comment

An Australian soccer club had an issue. Attendance was poor, and even though they were constantly getting new fans, most went to fewer than four matches per year.

According to a goal.com article (http://www.goal.com/en/news/808/australia/2010/05/10/1917241/exclusive-edwin-lugt-taking-sydney-fc-forward), the Dutch CEO of the club called in a fellow Dutchman and created a position for him called “General Manager, Fan Relationships.” I LOVE THIS TITLE! But even more than the title, this new executive did what you expected someone trying to build fan relationships to do.

According to the CEO “He builds a database with potential new fans, developing strategies, activities to communicate with those fans one-on-one in a targeted way so that we know who the fans are, expanding and enriching the profile so that we know what they want, and targeting activities and communication towards them. You have members, regular fans and incidental fans. The question is: how can we develop them and get them higher on the value chain? In order to do that you’ve got to stimulate them but first you’ve got to know who they are by inviting them to register, via in-stadium activities or stimulating them to pre-purchase, because if they do that online you know who they are and can start communicating with them.”

These are the exact types of strategies that we help our sports (and other industry) clients to implement. Why? Because they work. They take the focus off transactional values and put them on lifetime values. The take the focus off a customer as a number and put the focus on a customer as someone with whom you need to build a relationship for the long-term.

Know your customer, setup an ongoing communication plan with them, address their retention drivers, and grow with them.

Be a relationship developer.

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


Technology Helps to Keep Customer Relationships Healthy

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

With the passing of Healthcare Reform, medical practices are bracing themselves for significant increases in appointments and workload as tens of millions more Americans anticipate acquiring health insurance. Having insurance eliminates a key barrier to utilization of healthcare services, so volumes should increase; yet there’s no guarantee that revenues flowing into medical practices will increase at the same rate as their workload.

So the question is how do they operate more efficiently? One key productivity driver in most businesses is the use of technology. Any many practices will use technology not only to become more efficient, but they’ll also use it to improve their customer relationships.

Technology can provide this dual role (increasing efficiencies and customer satisfaction) for virtually any business.

The practices will rely more and more on technology to send out appointment confirmations via e-mail. Reminders will be sent of the appointments as the date draws near. Satisfaction surveys will be launched post-visit via e-mail invitations. The practices will get more automated in their communications with their customers to ensure patients are prepared for their appointments, arrive, arrive on time, and provide feedback after the visit.

Think of how this applies to any business. The local courier service could use technology to keep their customers up-to-date on the stages of the order, pickup, and delivery – thereby eliminating most incoming/outgoing phone calls requesting status. The car dealership could use technology to ensure that the customer shows up on time and gains feedback on their experience while it’s fresh on the customer’s mind. The university’s admissions department could use technology to ensure that the prospective student and her parents know how to navigate the campus, understand where to access financial aid forms, and are kept up-to-date on the financial aid evaluation and admissions status.

Technology can be a great driver of efficiency, but it can also be a great communications tool with customers to keep them up-to-date and to keep your organization looking responsive to their needs.

Use technology to keep your customer relationships healthy.

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


The University versus the NBA

Posted on in Business Advice, Education, Sports Please leave a comment

There’s a lot that higher education and the National Basketball Association have in common. Yes, you read that correctly.

One of the biggest priorities that they have in common is their need to focus on their first year customers. The universities’ biggest risk of drop out or transfer occurs with freshmen. The NBA teams’ biggest risk of loss of season ticket holders comes with the first year season ticket holders. Both of these customer groups come in with certain expectations, certain dreams, certain perceptions that either they themselves have developed or that the organization has created with their marketing and recruiting and sales efforts. But the question is, how well are those expectations being met?

For organizations to do a great job in retaining first year customers – whether they be the student for the four-year university or the season ticket holder for the professional sports franchise – they need to make sure they have a “Year One Strategy.”

Much of what a Year One Strategy involves is research. Since you’re going through a sales process with a season ticket holder or going through a recruitment process for the new student, you need to take that opportunity to gather a great deal of intelligence on why they are coming to your organization and why they would go. You need to know what they understand and expect of their experience as a new customer, so you have an understanding of how well that will match with the reality that they are about to experience.

Setup an ongoing research strategy that involves an early survey of these individuals to gauge what their experience is like and what issues they might be having. As part of that Year One Strategy, you also need to have an ongoing intelligence-building set of research efforts taking place to gather more and more information about what is unique about these individuals, what they want to get out of their experience, and how satisfied they are with your organization.

The other key component of your Year One Strategy needs to be education. And that educational focus is not just for educational institutions, but it’s for any organization wanting to grow by retaining their existing customers. Part of the educational process needs to focus on getting your first year students, your first year customers, knowledgeable about your processes so they are comfortable working with your organization. You need to foster education of their knowledge of your products and services so they know how they can benefit from their relationship with your organization. You need to have an educational program in place to make sure you build comfort, confidence, and set realistic expectations in the minds of your customers.

Learn from the universities and the sports organizations of the world. Have a Year One Strategy that focuses on research and education.

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