knowledge | Customer Service Solutions, Inc.

Tailor to the Type - 10/12/21


We’re all different.  We’re all unique.  Every customer is different and unique, as well, and we should treat them as unique individuals. While we should see each customer as unique, before we fully get to know the customer, there are some core philosophies to take into customer conversations based on Read more

Avoid the Silence; Build the Relationship - 10/5/21


Our interactions with customers are “Moments of Truth.”  These Moments of Truth can be conversations with a customer about some complaint, encounters when they're in the drive-thru, questions about an order that the customer calls in to the company, or brief interactions in the lobby of a government building. Sometimes Read more

Make it a “Good Busy” - 9/28/21


When I’m speaking with colleagues or clients, I’ll often ask how their day is going. The response I get almost once a week is something like:  I’m incredibly busy! When I get that response, sometimes I’ll ask whether it is a “good busy” or whether they are “fighting fires.” I’ll ask Read more

What’s the Good Word? - 9/21/21


Each one of us talks to co-workers and customers every day.  And when you’re speaking with someone, there are always good ways to respond to questions or issues.  But there are also better ways to respond.  Since you’re receiving weekly customer service tips, I know you are all about Read more

You can read me like a book - 9/14/21


Let’s say that I’m the customer, so it’s important to listen to what I say when we’re talking.  However, sometimes there are hidden words within the words.  I’m not talking about the tone of voice that I use as much as I’m talking about the words I choose. Sometimes you Read more

Show Your Confidence - 9/7/21


“Self-confidence is the first requisite to great undertakings.” To do something great, you need to have confidence in yourself.  That confidence often comes from positive experience, preparation, understanding what has happened and could happen, and having the knowledge and resources and training to address it when it does happen. If you Read more

Dear Customer, What do you expect? - 8/31/21


Studies show that 40% of customer dissatisfaction was because the company didn’t meet the customer’s expectations.  The company overpromised and under delivered, or the company didn’t even do the bare minimum of what the customer expected. To avoid dissatisfying your customer, meet or exceed their expectation.  Simple, right?  It only Read more

Listen Here…or Hear - 8/24/21


To listen or not to listen?  That is the question… Okay, so I’m no Shakespeare, but I like to quote the masters – Shakespeare, Senge, Seinfeld – whenever I get the chance. Today’s topic is listening versus hearing.  There are distinct differences.  It's important to go beyond hearing what somebody says Read more

Show Nothing but R-E-S-P-E-C-T - 8/17/21


With the new Aretha Franklin movie, Respect, coming out, it’s a great time to talk about Respect in customer service.  Respect is a word, a concept, an experience that’s brought up a lot in customer service, and it’s usually discussed when someone has been disrespected, Respect is part of Read more

It Matters How They Heard About You - 8/10/21


In the 1,000+ surveys that CSS has conducted over the past 20 years, it’s interesting to read how our clients’ customers heard about them.  This question is typically asked of first-time customers, and it’s especially helpful for those customers because you don’t typically have a lot of information on Read more

Show Your Confidence – 9/7/21

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

“Self-confidence is the first requisite to great undertakings.”

To do something great, you need to have confidence in yourself.  That confidence often comes from positive experience, preparation, understanding what has happened and could happen, and having the knowledge and resources and training to address it when it does happen.

If you want to do a great job in your role in service or in delivering a customer experience or dealing with the irate customer, remember your positive experiences, prepare, understand what happened and why and that it could happen again.  Know your resources, and train with others so that you can address even the greatest of undertakings.

“With self-confidence fulfilled, you’ll find that folk have confidence in you.”

While having confidence is important, when we’re working with customers, it’s also exceptionally important to show your confidence.  People don’t always take what you say or the information you provide at face value. Oftentimes, they judge the quality of the information and the credibility of the person providing the information based on how that information is delivered.

If you want the customer to accept what you say, have faith in what you decide, and trust the direction you provide, it needs to be delivered with confidence.

Confidence is often conveyed by presenting something with a focus on the other person.  It’s conveyed with clarity of thought and well-articulated words.  It’s often conveyed with brief statements as opposed to lengthy and rambling narratives.  And it’s conveyed with your nodding of the head or with your strong yet conversational tone.

Set yourself up for customer service success.  Invest in yourself so that you are confident in the work you do.  Then present yourself in such a way that the customer shares your confidence.

Show your confidence.

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Get Your Guru On – 8/25/20

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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 you don’t roll your eyes at the thought of you being a guru, it’s always helpful to understand the origin of the word.  Upanishads in 10th century to 6th century BC said “The syllable ‘gu’ means darkness, the syllable ‘ru’ means dispeller; he is therefore called a ‘guru’ because he dispels darkness.”

I really like this definition – it goes away from the modern interpretation that gurus are far more brilliant than any of us could ever imagine being, that they are somehow superior intellectually to others.

The Situations with Darkness

With Upanishads’ definition in mind, how can we become gurus in our respective jobs?  The definition talks about gurus being people who can dispel darkness.  So to be a guru, you don’t have to have knowledge far exceeding others.  You just have to have a given situation where you can dispel darkness.

Maybe it’s dealing with the sports fan who is unsure whether to invest in tickets for games this year.  You could be dealing with the local contractor who is struggling with tasks he’s done 100 times because he’s so overwhelmed by economic concerns.  You could be dealing with a patient or a family member whose anxiety and fear of the unknown is understandably high.

How to Bring Light

Einstein once said that darkness is an absence of light, so how can you bring light in these situations?

You bring it in by listening to the other person.  You bring it in by truly trying to understand what they’re going through, even if you’re not going through it yourself.  You try to identify what is causing that darkness and see if there are some solutions that can be brought to light.  You try to bring some lightness in tone to the situation – often people are so concerned and burdened that just the positive/pleasant/upbeat tone and some levity, appropriately delivered, can bring light in the situation.

Being a guru can mean dispelling darkness.  It can be you enlightening them on new information.  It can be you bringing to light something that’s unknown to them, that may work for them.  It can be you being light at times in the tone you take.

To truly be a guru, understand what could be causing their darkness and dispel it by enlightening them, bringing solutions to light, and bringing a lighter tone whenever possible.

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Bring Something Extra to the Table – 1/8/19

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As somebody who has customer service as a part of their role and responsibilities, you are often talking to customers who could access the answers to their questions or the solutions to their problems via a website or some social media resource. But instead of going to those communication vehicles or maybe after going to those vehicles, they have come to you.

In coming to you, many customers have the expectation that you can provide something beyond what they can find on a website or beyond what they can experience via social media customer service. They expect you to bring something extra to the table.

So, what do you bring that goes beyond the content they can find online?

First, Listening and Empathy. By engaging your organization online, customers cannot experience a sense that the organization cares about them personally, is willing to listen to their concerns, and cares about understanding what’s unique about their situation. So, listening is something extra you bring to the table. Empathy and a sense of understanding/caring is something they don’t get from those other communication vehicles.

Second, a Can-do Attitude. What customers experience online from your company includes a series of steps, facts, FAQ’s, and other information. But that online presence doesn’t really convey a true solution-oriented mindset. it doesn’t necessarily create a feel that the company desires to help them with their need. With your tone, words, and responsiveness, you convey the kind of Can-do attitude that is difficult to replicate online.

Third, an Understanding of Internal Processes. Oftentimes, that extra something you bring to the table is your internal knowledge of how your organization works. Few companies can or should open the doors and allow customers to see all the detailed innerworkings of their business. However, that internal knowledge you have helps you to guide the customer quickly and effectively down the path they need to succeed.

Finally, your Dot-Connecting Expertise. The customer may have an issue, a need, or a goal, and your organization might have a process, a product, or a service. But the company’s web presence is typically not designed to connect those dots. However, you have the knowledge and expertise to match the customer’s need with the specific solution your company offers.

In this day and age of online customer service, realize that there’s so much you can and should bring to that service situation that your company’s web presence cannot fully address.

Bring Something Extra to the Table.

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