confidence

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

Using I, We, or You in Customer Service - 9/1/20


It’s amazing how many conversations can go horribly wrong or incredibly right, not because of the use of a 4-letter word, but simply because of the use of a 1, 2, or 3-letter word – I, We, You. The incorrect use of I, We, You in conversations causes problems more Read more

Get Your Guru On - 8/25/20


You may have heard of management gurus - these people who seemed to know all and be all, to have the wisdom of 1000 leaders.  Maybe you’ve heard it in your industry as a guru in sports psychology or the master of economics or sociology or human behavior. And so Read more

Whether You Believe You Can Do a Thing or Not, You Are Right - 8/18/20


This is a famous Henry Ford quote, and the quote is all about self-belief, all about confidence. We’ve often spoken about the need to be confident and how to gain confidence, because that confidence - or the lack thereof - is imparted on the customer. But how does a customer tell Read more

Grind it out Today for a Better Tomorrow - 8/11/20


It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow. We’re all having to be more flexible.  We are all facing less consistency, less Read more

Make it Abundantly Clear – 1/14/20

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

Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were administered and when the next meds were scheduled.  It talked about goals for the day and key next steps.  And it mentioned what diet she was on and what activities and precautions applied to her.  

Maybe even more importantly, it listed her Care Team. There was Dr. Smith.  There was her nurse, Victoria.  There was her CNA, Rodica, her therapist, Sharon, and others as well.  Next to each one of the caregiver names was a personal phone number.

Just by looking at the whiteboard, whether Becky was by herself or with family members, she knew what was going on.  She knew what the next step would be for her care.  She knew what she could and could not do.  And she knew who to contact and how to contact them directly for whatever needs she had.

Even more so, any individual that walked in the room – whether family, friend, or caregiver – had all the exact same information right at eye level.

This was a simple communication tool.  In the 21st century, a whiteboard doesn’t seem so valuable, but it was INCREDIBLY valuable to Becky!

So much of anxiety and fear relates to the unknown.  So much of confusion or concern or potential conflict comes from being in the dark.

To build your customer’s confidence and their comfort level with your organization, find ways to make it abundantly clear exactly who to contact and for what in your organization.  Find ways to make it abundantly clear what the customer has the capabilities to do on their own.  Find ways to make it abundantly clear what the next steps will be and when they will happen.

To create a confident customer, make it abundantly clear.

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Build Your Customer’s Confidence by Building Yourself Up – 10/9/18

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


I want you to have an ego, just for a minute. I want you to brag on yourself, just for a few seconds. I want you to lose the humility, just for a little while.

Sometimes you’re dealing with a customer or co-worker that is conveying some emotions that are tough to deal with, and those emotions are not always anger and upset. Sometimes those emotions are anxiety and nervousness. They’re worried about what MIGHT happen. They are worried about what the ramifications COULD be. They’re worried about something in the future, something unknown to them.

When dealing with this emotion, sometimes it’s beneficial to talk about yourself or your organization.

After hearing the concern from the customer, restate it back to them, telling them the details you know about their situation. This way, they realize they’re not a number to you. This way, they realize that the facts and the uniqueness of their situation are important to you. This gives them a little sense of comfort that you care enough about them to know about them.

But the next step is actually about YOU. Remember, they have anxiety and fear due in part to some lack of confidence or comfort with what might happen in the future. If you can talk about yourself or your organization and let them know how you successfully navigated the waters that they are about to traverse, that can build their confidence.

“My name is Ed, and I am one of the senior representatives here at Widget World. I’ve helped many different customers go through a similar experience to what you’re dealing with, so I’m confident that we can help you.”

At this point you’ve shared enough about yourself so that they have a vision of success. You shared enough about your experience that they can picture themselves moving toward a solution. You shared enough about you that they realize that what is going on with them can be addressed successfully with your support.

When you’re dealing with the anxious or nervous customer, by building yourself up, you can build the customer’s confidence.

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Watch that tone, young man! – 10/2/18

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Watch that tone, young man!

When I was growing up, unfortunately I heard that phrase more times than I care to admit. Maybe that’s why I’m so cognizant of my tone today and so in tune with the tone of voice that others use as well.

An Australian training firm recently authored an article that addressed tone of voice. Even though this article is a little more sales-focused than customer service-focused, it’s an interesting read. It not only describes how to interpret different tones of voice, but it also promotes the need for you to be intentional about the tone you use based on what message you want to convey.

If you want to seem reasonable, don’t overemphasize any words. If you want to convey you care, speak with a slight rasp or a little bit more from the throat. If you want to come across as “up-beat,” have your “vocal inflections rise at the end of certain words,” particularly the other person’s name. For example, say the following phrase twice – first with a flat tone and second where you emphasize “Mary”: Mary, nice to meet you.

There are 8 tips, so feel free to check them out. The main point I want you to think of – beyond the specific techniques suggested – is that you need to have an intent of what kind of message you want to send with your tone, so that your message is delivered and heard the way you want. Pause, and consider the tone before you speak.

Watch that tone, young ‘Tip of the Week’ fan!!

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