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The 2017 Insight of Kindergarteners: Customer Service

Posted by Jana Love

Dec 5, 2017 3:02:00 PM

This will be our 4th year in a row providing you with some darling holiday enjoyment during this wonderful time of the year. Is there anything sweeter than the innocence of a child's view on how the world runs? Their perspective and beliefs on subjects like customer service are so straightforward and simple. Children's thoughts are pure and non-complicated, and this is where the lesson comes in for the adults. 

So for your entertainment, we asked a group of kindergartners (5 and 6 years old) questions about customer service, and each year, we receive some very insightful answers. Their understanding on what good and bad customer service looks like to them is simple and basic and comes from a place of if it "feels good" or it doesn't. And, at the core of all that we strive for in providing good customer service, isn't that a great jumping off point to focus on? Simplifying the customer experience through these basic, yet insightful understandings are perhaps the real lesson. 

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Topics: Memorable Interactions, Customer Service, Communication

The ProSo Method To Achieving Service "wow's"

Posted by Jana Love

Oct 3, 2017 9:17:00 AM

In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they provide. There is a short list of companies that are noted and revered for consistently achieving this service level. The challenge that we see is executing and delivering the "wow factor" is often misunderstood.

Here's what I mean, as a consumer, we expect a certain level of good, consistent service and anything above this is a bonus. This isn't close to the level of service we are talking about regarding "wow." Studies show that 65% of customers that are "satisfied" will end up taking their business somewhere else for a better offer (better service). Customers are not "wowed" by expected service, but rather by the unexpected service provided that met a need they didn't even know they had. This is what separates the "good" from the "great."

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Topics: Memorable Interactions, Exceeding Expectations, Training

Do This, Not That: Thank The Customer First

Posted by Jana Love

Aug 8, 2017 9:03:00 AM

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Topics: Memorable Interactions, Being Attentive, Communication

Say This, Not That: Find a Better Way to Deliver "No"

Posted by Jana Love

Jul 25, 2017 9:14:00 AM

SayThisNotThat (072517).pngWhen dealing with customers, you can clearly convey "no" without ever having to say the word. For example, iInstead of "no, we don't have that," try saying, "I certainly see how that would be useful and helpful, but I'm afraid we don't have that at this time," or "While we don't currently have what you are looking for, we appreciate knowing what you want so that we can continue to improve our service." Positive language, delivered correctly keeps the door open for future customer interactions, and the customer will not feel as though it was a waste of their time. 

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Topics: Memorable Interactions, Customer Service Skills, Communication

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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