customer service | Customer Service Solutions, Inc. - Page 3

Home  /  Make the Long Wait Feel Shorter – 12/16/25  /  customer service

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

When Kindness Means More in Customer Service - 12/9/25


Since a large part of the work we do at CSS includes customer research, we have seen tens of thousands of comments over the years about staff, and it is great to hear the positives that customers, fans, and account holders say about our clients’ team members. One word that Read more

Don’t Create the Second Complaint - 12/2/25


Maria was upset.  Rightfully so.  The product delivery was delayed, she couldn’t get anybody on the phone, and nobody would reply to her e-mails.  So, she went down to the store, and she found a customer service representative. After the initial greeting, the employee listened to Maria’s complaint.  While Maria Read more

Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

•••••

Make the Long Wait Feel Shorter – 12/16/25

Posted on December 16, 2025 in Customer Service Tip of the Week Please leave a comment

When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, gave him a number, and asked him to take a seat.

After filling out some paperwork on his appeal, Greg had a seat in the waiting room.  He watched some TV, read a magazine with some information for men in their 50s (after all, 50 is the new 40…apparently), and then was greeted by an employee.  The employee updated Greg on his current place in line, what the appeal process would be once Greg met with an appeals coordinator, and asked if Greg had any questions about the paperwork or the process.

After chit-chatting for another minute, the employee said that he’d be back within 10 minutes if Greg had not been brought back, and would give him another update.

About 7-8 minutes later, the employee came by while Greg was looking at some paintings on the walls from local artists, and reading the plaques that noted the history of the areas.  They chatted some more, Greg was told that there was only 1 more person in front of him, and he continued the wait.

When the appeals coordinator came out to greet Greg, she apologized for the wait and appreciated Greg’s patience.  Greg replied: The wait wasn’t too bad – staff were nice, and the waiting area is really interesting.  [then looking at his watch] Oh!  I didn’t realize I’d been here about an hour; seemed like 20-30 minutes!

Wait time is not always perceived to be what it is; if you do a good job of keeping the customer occupied and informed, of showing empathy and respect, even the long waits can feel shorter.

If you can’t shorten the wait, help it to FEEL shorter to the customer.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


When Kindness Means More in Customer Service – 12/9/25

Posted on December 9, 2025 in Customer Service Tip of the Week Please leave a comment

Since a large part of the work we do at CSS includes customer research, we have seen tens of thousands of comments over the years about staff, and it is great to hear the positives that customers, fans, and account holders say about our clients’ team members.

One word that is used often by customers in recognizing a great staff experience is kindness: The staff were so kind… They showed kindness throughout the event… We had an issue, and I cannot thank them enough for their kindness and willingness to help!

People appreciate kindness, so it helps to note those situations where customers didn’t simply describe employees as friendly or nice, and they – instead – intentionally used the word kind.

Situations of Kindness

Many survey comments referencing kindness relate to when the customer was not your typical customer, or the situation was not typical.

People use the word kind to describe staff when the customer has some sort of disability or challenge, and the employee recognizes and takes into account the special need.  They use the word kind to describe how staff interact with their children – with pleasantness and respect.  Kindness is noted when an employee realizes the worry or anxiety or urgent nature of something, and it’s clear that the employee is being patient and entirely focused on helping that individual.

When there is a language barrier or a learning issue, and the employee takes the time to listen to the customer, that’s kindness.  When the employee also makes sure what he/she conveys is understood by the customer (being willing to restate things multiple times and in a variety of ways, if needed), they are often referred to as being kind.

When the employee realizes there is something unique about the customer or their situation, and they take a little extra time and convey some special respect during that encounter, the customer often perceives that as kindness.

Be kind in those special customer service circumstances.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


Refresh on the Reasons to Appreciate the Customer – 11/25/25

Posted on November 25, 2025 in Customer Service Tip of the Week Please leave a comment

This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close – it gives us the opportunity to do some reflecting on the recent past.

The idea of reflecting on reasons to give thanks clearly applies to the world of customer service.  Although we’re providing the customer with some service or product, some answer or something to address their need – I’m a strong proponent of making sure that we initiate the thanks to the customer.  Thank them for…

  • Their Effort: Thank them for taking the time to come onsite, planning their trip and navigating the traffic to and from your location.
  • Their Communication: Convey appreciation for bringing an issue to your attention so that you can help them and possibly fix any issues before they cause frustrations for other customers.
  • Their Quality: Thank them for completing their paperwork correctly or filling out that form accurately so it saves everybody a bit of time.
  • Their Patience: Offer some gratitude for their waiting on hold while you were helping other customers, for being so patient, as you know they’re also busy.
  • Their Pleasantness: Thank them when they’re pleasant with you, when they smile, when they actually ask you how your day is going, or thank you – the employee – for being there, even though they know it’s your job to be there.
  • Their Business: Oh! And of course, thank them for their purchase and their business, their loyalty and their frequent returns.

 
To offer appreciation, it helps us to refresh on the effort, the attitude, the actions your customer is taking to do business with you.

Refresh on the reasons to appreciate the customer..

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


« Previous   1 2 3 4 5 6 7 8 9 10 ... 162 163   Next »