Chicomm Blog

There are always new studies emerging to answer the question, what is good customer service? Even if you've got a strong background in customer service, there are likely some findings that will surprise you. To build on your base of knowledge, here are seven key findings from studies about customer service that you should read.

People Will Pay Extra for Personalization

In a study published in the Journal of Applied Social Psychology, researchers tested whether diners would tip their servers more if they were given mints after a meal.

• For the first group, servers delivered mints along with the check and didn’t mention them at all. They received around three percent more in tips than the control group where no mints were given.
• In the second group, servers brought two mints by hand separately from the check and mentioned them to diners, saying something along the lines of, “Would anyone like some mints before they leave?” Their tips were 14 percent higher than the control group.
• In the last group, servers brought a round of mints with the check, then came back with a second set a short time later, letting the diners know that they’d brought more in case they needed them. This perceived personalization – having customers feel that the server was checking back in to fulfill their needs – earned the server 23 percent more in tips.

Most lists of workplace safety tips focus on the physical: proper posture, the importance of the right safety gear, the need to take regular breaks. But what about workplace safety that relates to communication, not just technology, but workers’ ability to effectively relate to each other?

A National Public Radio story recently relayed how Shell drastically improved worker safety on oil rigs in the 1990s by transforming rig culture with an unorthodox approach: They got workers to be vulnerable with each other by communicating more openly.

Motorola Solutions has rolled out a new APX 8500 all-band mobile radio with a host of new features aimed at reducing interruptions in everything from voice communications to software upgrades.

Motorola Solutions is working to make virtual reality in public safety a reality for perhaps the not-too-distant future with cutting-edge technology that will give personnel at command centers the experience of being on the ground at incident scenes.

Motorola Solutions recently ran live demonstrations of the new technology at this year’s Association of Public Safety Communications Officials (APCO) convention in Orlando, Fla.

The immersive experience that was demonstrated makes use of new, existing and evolving technology including: virtual reality glasses, 360-degree cameras, body-worn cameras, head-mounted displays, drone cameras and eye interaction technology from a startup called Eyefluence.

The hospitality industry may have been slow to pick up on some technology trends – looking at you, super-slow hotel WiFi – but it’s been making up for lost time by leading key tech trends instead of following them.

Hotel and resort chains are competing like never before on technology that elevates guest experiences, and some options are truly over the top – the rooftop that is. From robot butlers to, yes, a rooftop rainforest, let’s look at some ways the hospitality industry is stepping up its tech.

As wireless communication solutions are constantly evolving, it’s a challenge to keep up with the latest and greatest devices and functionality. While it would be impossible to keep up with every update or product that’s made available, it is worthwhile to conduct an occasional appraisal of your existing systems -- and your current challenges -- to see if a boost, replacement or new investment makes sense. 

As campus security concerns have changed over time across the country, so, too, has the response from education safety officials, including an increased reliance on school resource officers and police. As the number of officers in schools continues to rise, experts on both sides of the issue are still debating whether the increased police presence is improving campus security.

For now, there’s a lack of strong data one way or the other, and most people in the education safety industry will admit that they just don’t know for sure. What they do know is that the number of officers is up: According to the National Center for Education Statistics, the share of schools with a school resource officer increased from 1 percent in 1975 to 40 percent in 2007. As of 2014, there were 31,000 school resource officers employed in public schools nationwide.

More research is under way about the effectiveness of having resource officers and police on campuses. Proponents say the officers protect students, act as mentors, parental figures and psychologists, and improve community relations with police.

If you need to know how to install a mobile radio for an upcoming installation  – or struggling with an installation in progress – we've made a video you won't want to miss. In our latest video offering, one of Chicago Communications' expert technicians shows how to install a mobile radio, step by step.

This video joins two other recent installments, including a whiteboard video on how two-way radios work and a video on two-way radio repair. One of our main goals with these videos is to demystify products or processes that are vital to keeping everyone at your department, business or campus in constant contact. The more you understand about how your technology works, the easier it is for you to use, maintain and keep it in great shape.

Lean manufacturing and its focus on creating customer value, eliminating waste and increasing efficiency has proven so powerful over time that it’s been applied across everything from education to healthcare to software development. Lean manufacturing has important applications in choosing and maintaining communications equipment and solutions.

Lean Manufacturing is Derived from the Toyota Production System (TPS)

To understand lean manufacturing, what it means for communications and how communications can help drive efficiency, let’s start by taking a quick trip back in time to the turn of the 20^th century at Toyota headquarters in Japan, where many of the principles of lean manufacturing were born. Toyota is known for using the method and philosophies of lean manufacturing to transform itself from a small loom-making company to the world’s largest automaker.

In the 1920s, Toyota was a manufacturer of automatic looms, including a novel weaving machine that automatically stopped production when it encountered a problem. That focus on not wasting time and material is the seed of what became the Toyota Production System (TPS), which is what lean manufacturing is derived from.

For companies looking to build their capacity for social media, customer service may be the best place to start in developing a strategy for social media success.

The answer to the question "what is good customer service?" used to involve very little technology: hiring people with people skills and having the policies to let them make customers happy were the keys to success and could allow a business to outperform the competition. 

But now, customers – in particular, Generation Y customers – are pushing companies to figure out how to win business by keeping people happy in the social media realm, especially given the potential for negative reviews to damage a business's reputation. As many as 60% of customers having a negatively perceived interaction with a company say they're likely to share their displeasure via social media, according to research by Millward Brown Digital.