Customer Service Tip of the Week

Hear Them, and Tell Them What You Heard - 6/18/19


CSS has conducted close to 1000 research projects over the years, many of which were web-based surveys. And oftentimes, in addition to or instead of completing the online survey, respondents e-mail us directly with questions or comments – and we respond personally to every message on behalf of our Read more

It’s Decision Time. What are you going to do? - 6/11/19


Serving others is tough. Whether it’s dealing with an irate customer, having to field the same question from the 100th different customer this month, or keeping 10 plates spinning while still smiling in front of the client, it’s hard. You want to do a great job, and you’re constantly put Read more

You Do Know Jack - 6/4/19


Have you ever had a co-worker who causes more problems than they solve? Simple things they do are often, from a procedure standpoint, correct. But the way they handle situations makes them come off as indifferent. Let’s call this co-worker “Jack.” Even though certain actions by Jack may seem innocent Read more

How to Give the Right Kind of “No” - 5/28/19


In a perfect world, you never need to say “No” to the customer. But as we all know, this is not a perfect world. There are a lot of issues in the world, and there are a lot of issues in customer service. Our companies are not perfect, our Read more

Make it Crystal Clear - 5/21/19


Sometimes we communicate so well, and sometimes we don’t communicate as well as we think we do. When you’re trying to set or manage another person’s expectations, what you say may be very clear to you, but the reality is it may not be clear to the other person. Read more

Harvey Wrote the Book on Focus...and Golf - 5/14/19


In Harvey Penick's Little Red Book, the famous golf instructor provides many key tips about golf that just as well could apply to life in general. One such tip is the following: Once you address the golf ball, hitting it has got to be the most important thing in Read more

Stop Rolling Your Eyes - 5/7/19


Most of our customer service tips offer advice and guidance. But advice and guidance is useless if the individual receiving it is not willing to listen, learn the theory behind it, and try to apply what they’ve heard or learned. I’ve personally facilitated hundreds of training sessions with clients over Read more

Should you tell the customer? The Employee’s Dilemma - 4/30/19


Last week we looked at the dilemma that many companies face – When there is an issue that is going to happen, should they tell the customer? This week, let’s address that same question from the employee’s perspective. I personally experience employees struggling with this question when I’m in Read more

Should you tell the customer? The Company’s Dilemma - 4/23/19


I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the Read more

Customer for Life – The Final Step - 4/16/19


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them. While the 3rd step is the Read more

How to Have a Truly HAPPY New Year – 1/1/19

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Don’t worry. After today, I will get away from my holiday-themed tips, but for now, let me ask you a question. What would be a good way to have a truly HAPPY New Year? Is it lowering expectations so that everything exceeds your expectations? Is it eating chocolate every day? Is it making a resolution to be happy?

Consider this: My answers are “No, No, and Yes.”

Let’s focus on the Yes. We have little control over much that goes on around us – our customers, computers, co-workers; the people, processes, and systems; the buildings we work in and the attitudes and attributes of the people we socialize with; the weather, social media, the overall economy. There is so much we can’t control. Now keep in mind that all these things that are beyond our control are outside of us.

Having a truly happy new year is not about what’s happening around us; it’s about what’s inside us. And maybe happy is not the best word. Maybe joy-filled is a better phrase.

So, what can you and I do within ourselves to be more joy-filled? Maybe it’s limiting our exposure to those outside things that don’t bring joy. It involves thinking about our attitude – being intentional about how we think about other people, how we visualize the meeting about the happen, how we force ourselves to empathize with that person on the phone with us. It’s about our making decision after decision after decision to be good inside no matter the situation we face outside.

A great attitude is a series of decisions to be positive, to be better than the situations we find ourselves in, to look for the good in all things and all people we encounter. In the end, a great attitude becomes a habit, and it leads to joy. It leads to having a Truly HAPPY New Year.

Better yet, it leads to having a truly Joy-filled New Year.

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2018 Holiday Poem – 12/25/18

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Annually I write a note at this time of year,
And the goal not once but every time is to bring you some cheer.

I try to encourage,
And I work to state the truth
Because as we continue to grow more “wise,”
We can’t lose sight of the joys of youth.

So this year I’d like you to continue
On a path set for you and the rest.
It’s a path where your impact on others
Is marked with positivity and success.

I want you to realize how much good you offer
How many solutions you provide and smiles you create.
Whether it’s with co-workers, sisters, or brothers
Your attitude and approach are great!

I want you to feel valued,
And others know it’s true.
For each day this past year and in the year to come
Is a little brighter because of you.

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Be SomeBODY to Your Customer – 12/18/18

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Jenny lives on a farm, and she’s often running errands to get things for the animals or the family. She goes to one particular store to get her hay, and she always chit-chats with the person at the register. Marie is always friendly and cordial, and Jenny always buys a cup of coffee when she’s there.

At times, Jenny goes to get take out, and she has a special place where the family loves its Philly cheesesteaks. This is not in Philadelphia, and this is not necessarily one of those great hole-in-the-wall eateries. It’s essentially a chain restaurant at a mall, but Jenny goes there because she likes the Philly cheesesteaks, and she enjoys chatting with Mitch; he’s basically the point person at the restaurant, filling orders and engaging the customers.

Jenny can get hay anywhere, but she especially enjoys going where she’s going. She’s not just there to get someTHING, but she goes there because she interacts with someBODY that she likes. She is literally paying for the hay, but she is also paying for the experience and the rapport and the enjoyment of talking to Marie.

She could literally get a Philly cheesesteak at places closer to her than the 15-mile drive to the mall. However, she enjoys the food, and she enjoys chatting with Mitch. She enjoys not just getting the THINGS she ordered, but she enjoys talking to someBODY pleasant while she’s waiting on her meal.

It is not all about the product, people!

Even if that’s what the customer may be literally paying for, in reality, many customers are also paying for the experience. They’re not just buying someTHING, but they want to have a good experience with someBODY.

Even though you might sell a product or service – a meal for the horses or a meal for the family – be SomeBODY to your customer.

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