positive

Don’t Assume because... - 8/13/19


You've probably heard this statement growing up. Your parents said, “Don’t assume, because it makes…you look bad.” Or something like that… Recently my laptop screen died, and since it was an older laptop, I decided to go ahead and buy a new one instead of paying to have the screen Read more

Patience Leads to Positivity - 8/6/19


Thank you for your patience. That’s a statement I enjoy saying…when I am the customer. When I’m trying to learn something and I’m about to go into a process, I want to have a feel for what the whole process involves. Over the years, I’ve gotten tired of feeling like Read more

Back to Reality...for Customer Expectations - 7/30/19


Have you ever walked into a patient registration area of a hospital and seen a sign that said “if you’ve been waiting longer than 15 minutes, please see the receptionist?” Have you ever called a customer service number and been told by a recording that “the average hold time is Read more

For Excellence to Happen, Get Engaged - 7/23/19


The customer was throwing an absolute fit in the lobby. Sitting among several other customers waiting for her number to be called, she was raising her voice and letting out the occasional expletive about the lengthy wait time. An employee sitting behind the counter thought to herself: I’m going Read more

Libby Listened to Serve - 7/16/19


Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall. After going through Read more

Chris Got Noticed for All the Right Reasons - 7/9/19


Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn't start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting Read more

What Does “No News” Mean? Here’s a Quick Story - 7/2/19


Steven was trying to make the purchase of his new used car official, so he could get license tags for his State. In order for the State to allow him to put the vehicle in his name, he had to submit paperwork to prove that the prior owner (from Read more

Are you the Output or the Input? - 6/25/19


You’re the output and the input. Sorry to put it into such technical/industrial engineering terminology. But in a service system, we all have some role as a part of the process. First, we receive the output. Somebody has a customer that they direct to us, so that handoff is from Read more

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

Make it OK to Sell the Parrot – 8/21/18

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


This has been said so many different ways. I’ve noted how an attitude cannot be like a light switch, where you turn it on with your customer and you turn it off when you’re with the co-worker. Last week’s Tip discussed how communication is like water rippling in a pond, because of how it can affect the environment within which you work – words are not just part of the conversation. They often impact the person you’re speaking with or others in the organization. When noting body language, we often suggest picturing yourself in front of a mirror, because your body language provides a reflection of the attitude that the other person perceives.

All of these examples offer a couple key points. First is that – to deliver great service and be a positive influence on the culture, we should look at our attitudes and actions as something that needs to be consistent, an all-the-time thing. Second, we need to have some understanding of how we can influence or impact others.

Will Rogers once said, “Live in such a way that you would not be ashamed to sell your parrot to the town gossip.”

It’s important to be conscious of how we act and how we speak, because in life and in customer service, it’s not always about us. People who are great at customer service realize that so much of what we do is about and for others. So, consciously think about the impact of your attitudes and actions on others. Strive for more discipline in thinking through what is said and what is done…before it is said and done.

While it’s a difficult thing to do for me and I’m sure many of you, working hard to be a more consistent model to others is a key to long-term customer service success.

The parrot sees and hears EVERYTHING! Make it OK to sell the parrot.

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Water Rippling in the Pond – 8/14/18

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


You drop a rock into a creek, and you see the mini waves created. You watch a golf tournament, and a golfer dumps a shot in a lake – and it ripples. You see a water sculpture with a basin below, you toss in a penny to make a wish, and the water flows in every direction.

Ripples in the pond.

So much of the environment that we’re in – literally, and more so the mental environment that we’re in – is influenced by the words of others. If we hear constant negativity, if others voice constant obstacles, if there is rancor and anger and confusion, then there’s a great risk for those in the environment. We can allow those words to affect our mindset, our behavior, and maybe our own words as well.

Sometimes the environment that we’re in is full of encouragement, reinforcement, positivity, and appreciation. Sometimes those words build us up and are filled with thanks. The words in our environment can emphasize what COULD work and what possibilities for good exist. Those words also affect our mindset, our behavior, and maybe the words that we use as well.

Realize that the environment that we are in is often influenced by communication. The environment created by the words we use is like water rippling in the pond. Our words can influence others. They have the ability to change a perception or a mindset or a behavior or an outlook.

So, when we need to use words, choose words that move the environment in a direction of good.

Remember, your words create an effect like water rippling in the pond.

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Light Up the Room – 7/3/18

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


Maybe you are one of those people. Maybe you work with or are friends with one of those people. You know the kind of person I’m referring to; it’s the person who lights up the room. Literally, the positivity, the tone of the conversation, and the energy of the room become more vibrant, more pleasant, more fun, and more enjoyable.

The people who light up the room make the environment better, and seemingly any topic or conversation or point of debate is seen through different, more positive and open lenses.

Whether we’re trying to be a good team player with our co-workers or trying to address the customer’s issues, needs, or goals, so much of how well we do is dependent on whether or not we are someone who turns up the wattage.

The people who light up the room seem to have certain traits and behaviors. They smile more. They tend to move more. They GO TO people as opposed to expecting people to go to them. They seem to connect with others and connect people with others. They’re looking around the room, not operating with blinders on; yet they somehow make each person feel exceptionally important. People who light up the room know how to use their body language to convey openness and interest. Their arms move and rarely stay folded. They ask and inquire. They convey appreciation and say thanks.

If you want to be a great team member or provide great customer service, think about the environment that you are creating for those around you. Think about the impact that you have on the tone of the conversation.

Think about how you can light up the room.

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