resolve

Know the Customer’s Value Proposition - 2/12/19


I’ve written about how it’s important to build up your co-workers when talking to customers. When the nurse is getting ready to send the patient down to radiology, she lets the patient know what great work and great care that the radiology tech provides. When the teller contacts a Read more

Paint a Picture, Take a Picture - 2/5/19


Many of us are visual learners. In order for us to understand the concept, we need to be able to see the concept illustrated. And by seeing the concept illustrated, I’m not just talking about taking something that somebody says and merely typing it into an email. I don’t Read more

Recipe for Reputation Rehab - 1/29/19


As another corporation is trying to recover from self-inflicted reputation wounds, it is seeking to get back in the good graces of consumers. It’s laying out a 6-point plan to improve its performance, but – in the end – publicizing this plan is also about rehabilitating its reputation. Read more

Don’t Dwell on the Customer Crazies - 1/22/19


Whether or not you’re a fan of Duke University basketball, you may have heard of the “Cameron Crazies.” This is a nickname for Duke fans that attend home games in Duke’s Cameron Indoor Stadium. One of my friends was one of those Cameron Crazies. He was Read more

Retain through Responsiveness - 1/15/19


In a recent Bloomberg article about online retailers, there’s a story about a women’s cosmetics customer who used an online app to order some items. She waited weeks for the delivery after it was shipped to the wrong address, and she had great difficulty in getting the issue resolved. Read more

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


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 Read more

How to Have a Truly HAPPY New Year - 1/1/19


Don’t worry. After today, I will get away from my holiday-themed tips, but for now, let me ask you a question. What would be a good way to have a truly HAPPY New Year? Is it lowering expectations so that everything exceeds your expectations? Is Read more

2018 Holiday Poem - 12/25/18


Annually I write a note at this time of year, And the goal not once but every time is to bring you some cheer. I try to encourage, And I work to state the truth Because as we continue to grow more “wise,” We can’t lose sight of the joys of youth. So this year Read more

Be SomeBODY to Your Customer - 12/18/18


Jenny lives on a farm, and she's often running errands to get things for the animals or the family. She goes to one particular store to get her hay, and she always chit-chats with the person at the register. Marie is always friendly and cordial, and Jenny always buys Read more

A Representative Success! - 12/11/18


I was in a meeting recently with a client, and it was interesting to chat with one of their best customer service representatives. This is an employee who works with the same business clients every month, and when she described what she does, best practices started flowing. She knows her Read more

Have Resolve – 12/31/13 TOW

Posted on in Customer Service Tip of the Week 1 Comment

Are you going to exercise five days a week in 2014? How about giving up non-diet sodas? What about that 3 mile run every day? During the New Year, most people will talk about “New Year’s Resolutions.” Whether we/they make resolutions is one thing, and whether we keep them is entirely something else.

But the idea of “Resolution” or “having resolve” is a great concept. Resolve gets into determination, will, focus, being decisive, and inner strength. Resolve is a quality of many individuals who are great at customer service. Having Resolve means that when there are issues, you’re determined to fix them. You not only know what’s right, but you have the drive and desire (the will) to do what’s right.

Resolve means you have a focus on doing that which specifically needs to be done, and you have made a conscious decision to act. And Resolve is an inner strength that you have that can handle all those people, all those external challenges, all those curve balls thrown your way that can get you “off task.”

As we wade into 2014, keep in mind that there will be many tough tasks that you’ll be assigned. There will be many difficult customer and co-worker conversations and relationships. You’ll have the stretch goals and the physical and emotional challenges. But you can successfully get through those tougher times. You can come out on the back end with a smile and with accomplishment. You can succeed.

You can face the challenges of the New Year, if you Have Resolve.


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