attitude

I Think I Think is Wrong - 10/20/20


I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much. Please forgive the Shakespearean reference, but it seems to fit well here.  When we are talking to co-workers and customers, and we’re giving Read more

Be Slowest, and Be the Best – Chick-fil-A - 10/13/20


About one week ago, the Atlanta Journal-Constitution had an article that analyzed the results of a SeeLevel HX research engagement on the customer experience at fast food restaurants.  The results were seemingly contradictory.  The fast food chain with by far the overall best drive-thru experience was Chick-fil-A, and yet Read more

Connect During Customer Service Week - 10/6/20


It’s Customer Service Week…woohoo!  This week should be all about the customers we serve and the staff who serve them.  This should be about conveying we value other people, and – hopefully – having other people convey that they value us.  It’s a week about people – about us. This Read more

Temper the Tone of THE VOICE - 9/29/20


The television show The Voice is a singing competition.  The opening episodes of every season begin with individuals singing while judges have their backs to the singer.  The judges can’t see the singer, so they are evaluating the performer purely based on their voice. Oftentimes, when the judge turns around, Read more

Keep On Going - 9/22/20


Thomas Edison once said “Many of life’s failures are experiences by people who did not realize how close they were to success when they gave up.” You are close to success – Keep On Going. Winston Churchill once said "If you’re going through hell, keep going."  This quote has been taken Read more

Lessons Learned for COVID Era Sporting Events


Since the sports world has begun inviting fans back to their events on a limited basis, CSS has been fortunate to work on multiple events with our sports clients.  Much of our work is fan research-oriented, where before or after events, we are engaging fans to identify expectations, potential Read more

Create a Common Definition of Customer Service - 9/15/20


Peter, Paul, and Marie are co-workers. They are all customer service representatives.  When Peter thinks of good customer service, he defines it as being friendly to the customer. “And I am friendly,” Peter says.  “That’s why I don’t know why they send me to customer service training.” Paul thinks customer Read more

COVID-19 Demand Management Strategies for Customer Service Channels


We all want demand for our products or services.  This helps us to generate revenue and to provide something of value to our customers and communities.  But customer demand does not strictly relate to products and services.  Demand also relates to communications, information, issue resolution, education, and other aspects Read more

Hard work never killed anybody, but why take a chance? - 9/8/20


This is a quote by Edgar Bergen.  He’s one of the most famous ventriloquists of all time, but I guess he wasn’t necessarily one of the hardest workers of all time.  By sharing this quote, I am not supporting the idea that we shouldn’t work hard…or am I? We only Read more

Reach Out More for COVID-19 Customer Retention


Ever since the Coronavirus pandemic became a reality for individuals, their communities, and their countries, it became clear that people were going to be hurting…that lives were going to be changing…that the realities of the past were going to be very different from the current and near-term future realities. When Read more

Create a Common Definition of Customer Service – 9/15/20

Posted on in Customer Service Tip of the Week Please leave a comment

Peter, Paul, and Marie are co-workers. They are all customer service representatives.  When Peter thinks of good customer service, he defines it as being friendly to the customer. “And I am friendly,” Peter says.  “That’s why I don’t know why they send me to customer service training.”

Paul thinks customer service is about being responsive.  When he gets e-mails, he replies right away that he got the message.  When he gets a voice message, he calls right back.  If the same customer calls 5 times for updates, that’s OK to Paul, because he’ll get back to that customer immediately every one of those 5 times.

Marie defines customer service as getting the customer what they want.  “If I do my job in getting them what they want, that’s all that matters. I hate when they whine that I was rude to them or short on the phone.  They got what they wanted, didn’t they?”

Peter, Paul, and Marie all have different definitions of customer service. They are all right…and they are all wrong.

Great customer service has a cordiality peace – a friendliness aspect.  Having that warm and positive engagement with another human being should always be a part of great customer service.

Delivering exceptional customer service also has a component of speed.  Being respectful of people’s time and responsive to their needs is a part of the process of serving a customer effectively.

And great customer service, in the end, should be about giving the customer what they need – it should be about striving to achieve outcomes as much as possible.

So, Peter, Paul, and Marie were all correct – what each emphasizes is part of the definition of customer service.  But they’re also wrong – each person has a limited view of what it means to deliver great customer service, and each individual’s version of great customer service will lead to a positive experience for only a subset of their customers.

For organizations to deliver great customer service, they need to create and instill a common vision among all staff of the desired customer experience.  Organizations need to make sure that definition is broad enough to address the attitude, the process, and striving for the desired outcome, as well.

Create a Common Definition of Customer Service.

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4 Tips for Personal Sanity in Public Crisis – 3/17/20

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We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible.

With all this activity swirling around us, we still have jobs to do.  We still have the work and the customers and the daily responsibilities, and we are expected to perform well even as changes around us become – temporarily, we believe – more unpredictable.

How do we get our mindset and focus on the task at hand or the person we’re serving with everything swirling around us?  Here are 4 Tips:

  • Get Educated, but not Inundated: Know what you need to know about the virus, appropriate personal hygiene practices, and other activities that could keep yourself safe.  Know key facts, but make sure you’re giving your mind a break from non-stop news and discussions on the topic.  Ensure you are giving yourself some balance.
  • Prepare for More Anxiety-filled Discussions: We’ve experienced this with some of our clients and their customers over the past 2 weeks.  There’s more emotion, fear of the unknown, quicker turnaround time expected on requests and complaints.  This is something for which you can prepare – alleviating customer anxiety using our STEP UP technique.  In a nutshell, the CSS technique states:
    • Share your understanding of their situation – offering some empathy
    • Tell them about yourself and how you’ve helped people in similar situations
    • Explain the Process for how you’ll address their concern, and ensure they understand
    • End UP! Close positively, thanking them for contacting you and sharing the concern.
  • Care for Your Own Mental Health: I’m no clinician, but it’s clear that plenty of rest, plenty of fluids, occasional deep breathing, and movement keep you feeling better physically/mentally.
  • Take Action Focused on Today’s Priorities: Even if you don’t know what tomorrow will bring, map out today.  Identify the “big rocks” – those higher priority tasks – and act on them first so you at least get the top items addressed most days.  Having a plan, working the plan, and celebrating the work every day can help with our mental mindset.

We can only control what we can control. Use these four tips to create a little personal sanity for yourself.

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6 Actions for Attitude Adjustments – 2/18/20

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The battle over one’s attitude can feel like a never-ending fight…

I need to stop letting little things bother me. I need to not let that customer’s anger infect my mindset.  Just because my co-worker isn’t doing what they said they’d do shouldn’t mean that I should have an attitude of indifference toward promises I made to others. Sure, I’m having a good day, but that negative political link on the internet sure looks interesting.  I really enjoy my customers, but all I can think about is this frustrating computer system that I have to deal with every day.

We may want to be optimistic or have a great attitude, but there are challenges and obstacles and negativity around us.  Our attitude is a decision we make, and it is reflected in how we go through the day, how we respond and react to others, in what we do and what we decide not to do.

So, if Attitude is Everything, how do you maintain the best attitude possible?

What we’re talking about here is how we’re wired, our mindset.  The attitude we employ is based on who we are, how we talk to ourselves, and what we view as our purpose.  Granted, it has many obstacles.  It is a sum total of every day we’ve lived, it is affected by the challenges we face during the day, and it has the worries that we think about what could happen tomorrow.

While I don’t have that silver bullet answer that will help you win the battle over your attitude every day – trying to make it positive/optimistic – here are 6 actions that I take to get my mind right:

  • I read something positive when I wake up in the morning, and I read something positive when I go to bed at night.
  • I avoid information sources or articles that have no bearing on my work or my life, but which have an obvious negative tone or slant.
  • I tend to gravitate toward people who seem more positive and who seem to share my values, and I try to reduce the amount of time I have to engage with those who are perennially negative.
  • I try to empathize and understand others who may be different or negative or complaining, because in that understanding my negativity toward their attitude tends to go away.
  • Many times throughout the day, I give thanks or celebrate small successes, even if it’s a success only I experience.
  • And as I’ve mentioned a couple times in these tips over the years, at the end of a work day, I total up a list that I create through the day of successes, and I just read it back to myself. It is too easy to forget all the successes when you’re in the midst of just trying to get 100 things done during the course of a day.

So much of how our lives turn out is based on the attitude we bring in. It’s easier for some than others to have that kind of attitude that will help us to live out our purpose and to engage others positively.

But whether it is easy or hard for you, be intentional about filling yourself up with the kind of things that bring out the attitude in yourself that you’d love to see in others.

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