wal-mart | Customer Service Solutions, Inc.

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

Your Best Ability is… - 5/14/24


I enjoy watching sports, and I’ve even listened to some sports press conferences over the years, just to hear what coaches are saying.  Basically getting the leadership perspective from the sports industry either out of my interest or curiosity, or to figure out how to apply it to the Read more

A Complaint is a Gift - 5/7/24


A complaint is a gift.  Okay, so the complainer is not always a “gift.”  The customer’s delivery of the complaint is sometimes more like a stocking filled with coal than a vase filled with roses.  But this is why we need to be able to differentiate the complaint from Read more

Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

A Tale of Two Minutes and Two Employees – 8/20/13 TOW

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

Needing a water filter for my fridge, I walked into a home improvement store. Now this is a chain that I’ve been in probably over 100 times, but this particular store was new to me – it was on my way home – so out of convenience, I stopped.

As I entered the store, there was an employee (think “Wal-Mart greeter”) about 15 feet ahead of me standing by herself. She didn’t look my way or smile – in other words, the greeter didn’t greet. I didn’t know where to get the filter, so I walked up to her and initiated the conversation. I told her what I needed, and as she was pausing/thinking, I noticed the Appliances section at end of store. “Is it down there?” I asked.

“Yeah, that’s where they are.” She didn’t say anything else, so I thanked her and moved on. Now keep in mind that this is an ENORMOUS store, and the Appliances section had to be a good 4000-5000 square feet, so the search process took a while once I got there.

Now juxtapose that experience to my experience with the cashier. As I walked up, he was smiling with the couple that was ahead of me in line. He greeted me pleasantly, smiled the whole time we talked, took the gift card I was using for the purchase saying “That’s great that you get to use a gift card!” and closed by asking if there was anything else he could do and inviting me to come again.

Despite only being with the two employees a total of about two minutes, one can draw several conclusions:

  • This store doesn’t put much weight on customer service-orientation when hiring; if so, the greeter would not have been hired.
  • The level of customer service is based too much on which employee is helping you as opposed to an organization intentionally trying to create a culture of customer service.
  • Store management is not customer service-focused; if they were, they wouldn’t have put a “greeter” with that demeanor up front.
  • They have not conducted (and/or reinforced) effective customer service training (the greeter wasn’t specific on where I should go in the Appliances section, she didn’t offer to walk me there, she didn’t have positive body language, didn’t open, and didn’t close the conversation).

You can tell a lot about an organization in two minutes with two employees, so compare yourself to co-workers in terms of how you address customers.

Learn from your differences to improve your customer service.

 


What’s Most Important: Culture v. Customer Service…the Zappos Debate

Posted on in Business Advice Please leave a comment

At this week’s BoxWorks 2011 conference, Zappos CEO Tony Hsieh stated that if an organization gets its culture right, that everything else – including great customer service will follow. Unfortunately, the conclusion that some in the media world have made is that culture is more important than customer service.

That conclusion is faulty, not because it’s untrue but because it’s comparing apples and oranges. Culture drives business performance. It drives the level of customer service, the quality of the product. It’s not more important than customer service or product quality; it’s a driver of them.

To the customer, product quality and customer service are more important than corporate culture. They couldn’t care less about the culture; they care about how they’re treated and the pricing and quality of the product. Now if the culture drives the product and customer service performance, that’s fine. But the customer couldn’t care less if it does. They’re concerned with what they receive, not what the company did to provide that product in a customer-friendly manner.

Think of this from the flip side. If your company is late in delivering a product, the customer cares that it was late to get to them. They don’t much care what happened internally in your organization to cause it to be late. The customer cares about the outcome.

So let’s avoid the debate of culture v. customer service. That’s irrelevant.

Now if you want to debate what’s most important to the customer – customer service v. product quality – now that’s pretty interesting. If you want to talk about what businesses truly prioritize customer service v. quality v. operational excellence (i.e., Wal-Mart), and then truly create a culture to become GREAT at their priority, then that’s a fun discussion as well.

But don’t argue about culture v. customer service. Argue for the need for both to be great.

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/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/