vacuum | Customer Service Solutions, Inc.

Apply These Values for Great Customer Service - 12/6/22


One of the industries where we do a lot of our work is local government.  These CSS clients are not necessarily selling a product or having the number of competitors that a lot of our private industry clients and our sports clients face.  But they need to deliver a Read more

Redefine “Access” to Treat Customers Special - 11/29/22


One of our clients puts on major events throughout the country.  When we conduct post-event surveys, many of the attendees rave about the access they had to certain entertainers, locations in the venue, parking lots, or even information.  Others decry the fact that they lacked that access. This does pose Read more

Keep in Mind 3 Key Questions - 11/22/22


Customers want to be heard.  If they have an issue or need or something that requires your support, they want to be understood. When we are trying to find a resolution or fulfill a need, when we’re trying to help a customer achieve their goal, sometimes we can be so Read more

Don’t Let This Shot Affect Your Next Shot - 11/15/22


When I was a teenager, I used to play a lot of golf, and I was pretty good for my age.  I’d have a good attitude and enjoyed the game, but if I hit a bad shot, I’d get upset.  And more often than not, that one bad shot Read more

Value the Customer – Actions to Adopt and Avoid - 11/8/22


When conducting research for a local government CSS client, we interviewed and conducted surveys with many of their customers.  We analyzed the results of the research based on those who had a great experience v. those who did not.  We uncovered that there were distinct differences between customers who Read more

Appreciate to Appreciate - 11/1/22


Why doesn’t Jay, my co-worker, respond to my e-mails or get his task done on time? It’s hard to respect the delay, the incomplete work, the lack of follow through on the part of your co-worker. Why does the customer seem so harried and so frustrated? It’s hard to value the customer Read more

The Customer Can Hear Your Attitude - 10/25/22


Sherry was sitting in the lobby, waiting to be called back for her appointment.  Just off the lobby was an office that Sherry was sitting near.  The person in the office was on a phone call, but Sherry couldn’t see the employee.  She could tell it was a call Read more

How to Handle the Customer’s Error - 10/18/22


Are all of your customers perfect?  Anyone?  Bueller? Of course, customers are not perfect.  Neither are we, but let’s focus this Tip on what they do wrong and what we can do about it in a professional, positive, and productive manner: When the customer isn’t clear, you respond: Is it OK Read more

Critique Yourself before Others Do - 10/11/22


When we’re criticized, we can get defensive, push back, deflect blame to others, and focus more on defending ourselves than really listening to what the other person is saying.  And some of us who get defensive, once we allow our emotions to settle, take time to reflect on what Read more

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Great Service Still Exists

Posted on in Business Advice, Carolinas, World of Customer Service 2 Comments

When the customer visited the Oreck store on Hanes Mall Blvd. in Winston-Salem, NC, earlier this month, she needed service on a vacuum. It wasn’t an Oreck. It wasn’t purchased at the store. It was only one month old.

The customer brought it to Oreck because the manufacturer said not to ship it back to them for repair – instead the customer should bring it to a local repair center. The customer had driven past the Oreck store before and was familiar with the quality of the brand, so that was the first place that came to mind.

The cord wouldn’t unwind fully, so a vacuum that should be able to clean several rooms without plugging and unplugging could barely do one room. It was a vacuum that would run, but it was a hassle to use.

The Oreck store asked if they could hold the vacuum and work on it later, and the customer said that was fine. Later, an employee from Oreck called the customer and said the cord issue was resolved. He had worked on the cord, getting it untangled and testing it about 10 times to confirm it worked well.

“How much do I owe you?” the customer asked.

“Not a thing,” the employee replied.

The customer had an issue; the company provided a resolution, and it didn’t cost a dime.

Sometimes great customer service isn’t about what happens during the sale or even what happens after the customer leaves your store. Sometimes truly great customer service is about your taking the effort just to do something for someone else. It’s about caring more about meeting the need of a customer than making a nickel off a transaction. It’s about taking a situation that presents itself – like a customer you’ve never met who needs help – and doing what’s right for the customer.

Take a lesson from this Winston-Salem Oreck store. Focus on what’s in it for the customer first, and worry about what’s in it for you second.

And who knows, you might get some positive word-of-mouth out of the experience.

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/