Customer Service University Blog

It’s A Dog’s World!

CSU — Wed, 26 Mar 2008 20:41:42 +0000

Hi everyone, this is Karen at CSU!

Did you ever notice that your pet gets better treatment at the vet than you do at your doctor’s office? When was the last time a receptionist even looked up when you arrived? Usually, she just hands you that clip board and closes the window. When I take my husky, Buddy to the vet everyone greets him with a hearty hello and a pat on the head, they may even offer him a biscuit. I’m not saying that I want a biscuit, but it would be nice to be greeted with a smile.

One of the best customer service video programs which demonstrates the value of great customer service in healthcare is “It’s a Dog’s World.” Read more at http://www.customerserviceuniversity.com/itsadogsworld.html

Enjoy!

Customer Service

CSU — Mon, 03 Mar 2008 00:54:48 +0000

Welcome to our community! Whether you have a great story, hot tip, training questions (or answers), you’re invited to contribute to this blog. Welome aboard!

Your Stories

CSU — Mon, 03 Mar 2008 02:33:43 +0000

Did you recently have an incredible service experience? Or maybe a not-so-great one? Post your stories here by selecting the ‘comment’ button. We look forward to hearing from you!

Phone Service

CSU — Mon, 03 Mar 2008 02:32:18 +0000

When speaking to a customer on the phone, always ask his or her name. Then, use it at least 3 times during the conversation. Personalizing a call is a great start to creating a good working relationship.

Ice Breaker

CSU — Mon, 03 Mar 2008 02:28:26 +0000

Here’s a tip for a fun and educational ice breaker. As everyone enters the room, hand them a blank name tag (sticker type). Ask them to write their first name at the top, then list 3 interesting things about themselves (in bullet format). This often stops them dead in their tracks, so give them a few examples. Perhaps they are the parent of triplets, a former Navy Seal or they spend every spare moment building furniture. This gets the group focused and thinking. Ask the participants to put their completed name tags on. Start the class, pair them up for a 3-4 minute discussion, then ask each person to introduce their partner. Stand back and watch the creativity begin!

Is the Customer Always Right?

CSU — Mon, 03 Mar 2008 01:43:19 +0000

Service providers are often challenged by those questionable words…”Is the Customer Always Right?” Our response is based on the service philosophy that service is not about being ‘right’ or ‘wrong.’ Service is an act, not a judgment. The Customer may not always be right, but the Customer is always the Customer. What’s your take?