purpose

When Customers are…Jerks - 7/14/20


Some people are a little extra…uh…difficult to deal with these days. Customers may have concerns or complaints – many of which are justified. But some customers act like…well…jerks. They’re not kind or understanding or have any idea how poorly they treat others. They’re obnoxious and yet, we still have Read more

Customers Appreciate Your Kindness - 7/7/20


The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected Read more

6 Common Sense Responses to Customer Service Encounters - 6/30/20


I’ve run into this personally and professionally, and it drives me batty! Sometimes there’s a lack of common sense in the customer service provided by companies. And often that lack of common sense is due to the preference of a business to provide service in a certain method, to Read more

Caring for Co-workers through COVID - 6/23/20


A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified - Loneliness and Collaboration/Effective Communication. When you hear something like this - that individuals working remotely are Read more

React, Reflect, Respond - 6/16/20


Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react. I love people who are in customer service roles. These are the folks that people say things to in the business world Read more

Serving the Technology-challenged Customer - 6/9/20


The IT helpdesk representative was on a call with a customer, and in trying to troubleshoot an issue, the employee said, “Let’s start by opening Windows.” The customer said “OK,” and there were 2 minutes of silence. The employee twice asked, “Are you still there?” with no response. Finally, Read more

Address the 4 P’s for a Customer-friendly COVID-19 Walk-in Experience


This is not about what is medically most effective – please see the CDC for those guidelines.  This is about how to help your customers have a great experience as an onsite visitor at your facility or storefront.  For a comprehensive approach to a customer-friendly COVID-19 experience, address the Read more

The Deeper Reason to Transform the Customer Experience - 6/2/20


Why are government offices putting up plexiglass between their staff and their customers?  Why is restaurant takeout being done in such a way that is contactless and yet still fosters engagement between the employee and customer?  Why have so many traditionally onsite businesses converted to delivery businesses? The answer is Read more

Motivating Yourself when Working Remotely - 5/26/20


For any of us who are working remotely, we are finding ourselves more and more having to be self-motivated. And while many people are naturally self-motivated, others need to have that manager who gives us the encouragement. Many of us need to have that ongoing informal dialogue with co-workers Read more

Defining Organizational Agility in a Time of Uncertainty


You may have heard references in management theory over the many decades about the importance of a business being an “Agile” organization, but oftentimes that is a word thrown out in generalities to illustrate vague points about how organizations should be managed and make decisions.  In this time of Read more

2017 Holiday Poem – 12/26/17

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


It’s the end of the year and the middle of a season.
It’s the time with family, to live life with a reason.
It’s about who we are and who we do for.
It’s about to begin a new year full of more.

More time and more days and more chances to grow.
2018 will give more opportunities to show
All that we are and all that we have
Can be used to do things that are of good and not bad.

We all have talents, treasures, and gifts to share
Lose humility for a second to admit our gifts are beyond compare.
Compared to some we have little, but compared to most we have lots.
Just ignore what we don’t have to focus on what we’ve got.

May you enjoy the new year and the blessings that it brings
And I’m not talking presents, possessions and things.
Enjoy time with others, use your gifts to do good
And take joy in the simple things like we all know we should.

Happy Holidays!

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Turn it Off – 12/27/16

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


Prior to starting Customer Service Solutions, Inc., I worked as an internal consultant in a large urban hospital. To help the leadership quickly gauge overall performance of individual departments and create a focus on key metrics for individual department heads, my team was charged with creating “Excellence Reports.” These were brief reports which highlighted the 1-3 most important metrics for each department.

For the first 12-18 months, my team compiled the metrics and created reports, and the reports fostered great dialogue with department heads about how to use the information, the causes of downward trends, and how to best share the information.

Then for about a 2-month stretch, it was crickets. I received no questions or feedback from any department heads. So I went to my COO, told him the situation, and asked what he’d suggest. I thought he’d recommend creative ways to re-engage the managers, to reconfigure the reports, or to adjust my communications.

Instead, the COO said “Turn it off.”

“What?”, I replied. He said “Turn it off. If they start calling and asking where the Excellence Reports are and are wanting the data, then you can inquire about how it’s being used, it’s value, etc.”

So I turned them off. One month passed – no contact from managers. Two months passed – no contact from managers. The crickets continued.

Sometimes we start something in work that has great purpose and value, but if we’ve been holding that meeting, sending that memo, creating that report for years, at some point we have to question if it’s still of value to others, if it’s still worth my time to produce, if it really helps me to better serve my customers.

If not, then consider turning it off. It could save everyone time and release at least one of the many things you’re responsible for in the new year.

Once in a while consider turning it off.

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Elaine had an Eye for Customer Service – 3/29/16 TOW

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I don’t know if she realized it, but Elaine was great! The Optometrist Assistant went to the waiting room to call on Rodney, and she smiled as she said his full name. She introduced herself and asked him to follow her to the exam room.

As they entered she said – You get the BIG chair!

She asked about Rodney’s weekend and shared a little about hers as well when he asked. She told Rodney what she was about to do and why – whether it was checking vision or putting drops in his eyes.

They discussed the doctor he had met with months earlier when he was having an issue with floaters, and she raved about the doctor – “a special person…84 years old – been here his entire career…very thorough.”

When she was done with the diagnostics and drops, she conveyed a sense of urgency (but not anxiety) on Rodney’s behalf by pleasantly saying “let me get Dr. Smith in here for you.”

These are snippets from the conversation between Elaine and Rodney, but they illustrate so much that’s great in customer service:

  • Share your name and use their name – This personalizes the conversation
  • Be inquisitive – This conveys your interest and shows you care
  • Build up co-workers in front of customers – This adds credibility to the co-worker and the organization
  • Describe next steps – This reduces worry by making the unknown known
  • Explain “the Why behind the What” – This enables the customer (or patient!) to feel more comfortable with what’s being done; it helps with their buy-in and support.

 
Sometimes little things mean a lot. Learn from this little interaction about how a great customer experience can look.

Develop an eye for great customer service.

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