Comments on: A New Tool to Improve Customer Service http://amazingserviceguy.com/1389/a-new-tool-to-improve-customer-service/ Customer service training, books, courses and other resources Fri, 11 May 2012 17:35:25 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Kevin Stirtz http://amazingserviceguy.com/1389/a-new-tool-to-improve-customer-service/#comment-64 Kevin Stirtz Tue, 02 Jun 2009 12:36:10 +0000 http://amazingserviceguy.com/?p=1389#comment-64 It's such a simple thing you'd think it would have little value. But it does. The feedback I've gotten from people who subscribe has been overwhelmingly positive. Thanks for sharing your thoughts Russ! KS It’s such a simple thing you’d think it would have little value. But it does. The feedback I’ve gotten from people who subscribe has been overwhelmingly positive.

Thanks for sharing your thoughts Russ!

KS

]]> By: Russ Hatfield Jr http://amazingserviceguy.com/1389/a-new-tool-to-improve-customer-service/#comment-63 Russ Hatfield Jr Tue, 02 Jun 2009 01:02:32 +0000 http://amazingserviceguy.com/?p=1389#comment-63 Hi Kevin, You're so right: even after all the training, coaching and experience it can still be a challenge sometimes to remember the basics at The Moment of Truth, Point of Sale, Touchpoint, etc. Even little reminders like you suggest can have immense positive impact of service delivery. Many years ago, when I worked as a CSR on a Product Support(external customers) Help Desk, I made it a practice to repeat service-oriented affirmations as soon as I sat down at my desk each morning AND to say one just before I picked up the phone(eg "This customer will hang up absolutely delighted with the service I provided"). Nothing terribly fancy or enlightening...again, the basics. Could also be as simple as another tip I used for a while: a big smiley-face near my phone that reminded me to physically smile before I said Hello. I've always thought it made a difference. The training and coaching are vital, of course, and this isn't a substitute for any of that. But the "proximate awareness" you describe really brings it home when it matters. Thanks! Russ Seattle, WA http://www.twitter.com/russhatfield Hi Kevin,

You’re so right: even after all the training, coaching and experience it can still be a challenge sometimes to remember the basics at The Moment of Truth, Point of Sale, Touchpoint, etc. Even little reminders like you suggest can have immense positive impact of service delivery.

Many years ago, when I worked as a CSR on a Product Support(external customers) Help Desk, I made it a practice to repeat service-oriented affirmations as soon as I sat down at my desk each morning AND to say one just before I picked up the phone(eg “This customer will hang up absolutely delighted with the service I provided”). Nothing terribly fancy or enlightening…again, the basics.

Could also be as simple as another tip I used for a while: a big smiley-face near my phone that reminded me to physically smile before I said Hello. I’ve always thought it made a difference.

The training and coaching are vital, of course, and this isn’t a substitute for any of that. But the “proximate awareness” you describe really brings it home when it matters.

Thanks!
Russ
Seattle, WA
http://www.twitter.com/russhatfield

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