universities | 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

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/