Tag Archives: 311 Customer service

Click It with Pete Winemiller


Definitions of Click: To be a great success; to function well together; to hit it off; to become clear; to interact with another or others; to communicate; to connect; to be on the same wavelength.

Well, I clicked with Pete Winemiller, Senior VP of Guest Relations for the Thunder OKC – franchise of the NBA. His message at the NACCM Conference on How Strong Leaders Facilitate Moments that Matter gave the audience of customer service managers and other consultants a powerful reminder that we are in the people business. I circled in red the statement that people do not remember days, they remember moments. Moments matter.
Pete asked the question – who is your most important customer? Many answers were given – the one in front of you at the moment, the one creating the greatest revenue, and the longest relationship. The answer – YOURSELF. You cannot provide consistent customer service unless you take care of the most important person. Business also need to recognize that employees will never treat their customers better than the employees are treated. The Harvard Business Review has a study called the Service-Profit-Chain that proves that when leadership invests in the frontline employees through recruiting, training and technology and other ways to keep team happy and empowered will influence employee behavior. The results is creation of loyal customers that result in profit.
Click is soon to be a book by Pete Winemiller and I know that I will definitely purchase this book for my customer service library. His values align with the practices and principles that I have held for over 30 years of working with teams and customers.
C Communicate Clearly
L Listen to Learn
I Initiate Immediately
C Create Connections
K Know your stuff
On each table was a CLICK badge to wear around our neck – with a blank space to write the way you could to something small in a better way. Pete says that is is not doing 1 thing 100% better that makes a difference, it is doing 100 things 1% better. During the rest of the day, attendees compared badges and what each would improve. I read many: believe in myself; no complaining; listen more; connect.
During lunch, I sat with Pete and asked him about the NBA lock-out. He stated that he had more time for speaking and training. If you have a need for an excellent presenter with amazing experience in serving his 18,000 guests at each NBA basketball game, give him a call. He will click with your team.
Guest Blogger, Customer Service & Sales Trainer & Speaker
Connie Brubaker
Integrity Training Solutions
www.ConnieBrubaker.com
512 346 7270

Red Carpet? Not exactly . . .

My appointment is made for the hair stylist, clothing is selected for a great first impression, flight and hotel reservations are made, and the celebrity list is out-of-sight. Just in case you are thinking that I am headed to Nashville to attend the Country Music Awards on Wednesday night, that is not the reason for my state of mind. Next week, I am attending the 2011 NACCM Conference in Orlando on November 13 – 16. I love to speak, write, train and think about customer service and the opportunity to learn from experts in a wide array of industries fills me with delight. I look forward to hearing the stories of creating magical moments for customers from this high-profile celebrity list and many more:
Peter Guber, Author of Tell to Win
Jamie Noughton, Zappos
Jasmine Green, Nationwide Mutual Insurance Company
Pete Winemiller, NBA Oklahoma City Thunder
Fred Taylor, Jr. Southwest Airlines
Mike Sachs, Volkswagen of America, Inc.
Gina Debogovich, Best Buy
Kelly N. Cook, DSW Designer Show Warehouse
Okay, so I’m not talking about singing stars like Taylor Swift & Toby Keith that entertain audiences with musical notes. I am talking about experts that can teach companies how to keep from hitting a sour note with a client that can impact customer satisfaction, loyalty and the bottom line.
Even with 32 years of customer service experience, I always look forward to hearing fresh ideas and renewing commitment to give my clients the latest and greatest information.
Who do you think will be the entertainer of the year, I mean conference? Please share with me your favorite performances. I hope to see you in Orlando.
Connie Brubaker
Integrity Training Solutions
512 346 7270
Building People, Productivity and Profits with Integrity

New York City Government Customer Serivce Line Reaches Milestone

Earlier this week, the 311 Customer Service call line for the New York City government, received its 100 millionth call.

Mayor Bloomberg set up the line in 2003 looking to: provide easier access to non-emergency services in a cost-effective manner. The 311 service consolidated more than 40 separate call centers and hotlines, encompassing 11 pages of government listings in the City phone book, into one easy-to-remember number.

To further accommodate the New York City citizens, there was also a 311 Online in January of this year to futher aid members of the community.

Source: Market Watch