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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

Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

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Apply Selfless Service – 12/7/21

Posted on December 7, 2021 in Customer Service Tip of the Week Please leave a comment

Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process.

One of the most interesting questions that Andrea had to ask prospective employees was “Are you selfless?”  The answers that she received from applicants often made her either laugh or cry.  One response was “Why do ask that?  What have you heard about me?”  Another response was “Yes I can be selfless.  What’s in it for me?”

It’s a tough question to answer if you are not a naturally selfless person.  But many people who excel in customer service excel because they are selfless.  They are very good at empathizing with others’ situations.  They are exceptionally good at trying to do what’s best for the customer or best for the company without focusing on the third option:  What is best for me?

People who are selfless try to do things based on others’ needs and issues and goals.  And they make decisions based on what’s best for the person they are trying to serve.

Are you selfless?

To take it up a notch in our customer service approach, focus less on ourselves in conversations, and focus more on others.

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Don’t Mistake Kindness – 9/3/19

Posted on September 3, 2019 in Customer Service Tip of the Week Please leave a comment

I have a friend who does a lot of things for a lot of other people. He sometimes has a hard time saying “no,” and he really works hard to try to be kind to others. But occasionally some of those for whom he does good works will ask him to do things that they can do themselves. Sometimes they will ask him to do some work at their house in the late afternoon or evening for a couple hours after he’s already worked a full day at his own job.

At times like this, he occasionally vents to me, and the phrase he uses is “Don’t mistake my kindness for weakness.” His point is that – just because I’m good to you and kind and courteous, doesn’t mean I’m a weak person.

I agree with that statement wholeheartedly! For those of us in customer service, we try to be kind to others. We try to be helpful to others. We are in the business of serving others, so we want to do what will help the customer or the co-worker. That being kind and considerate and courteous has nothing to do with weakness. Being selfless or caring or compassionate should not suggest to people that they can take advantage or walk over us.

It’s a personal and professional strength to be empathetic enough to understand others. It is a strength to suffer the slings and arrows of outrageous complaints and unrealistic expectations and irrational actions of others, and to be able to handle it in a professional way that moves that conversation along, gets to a resolution, and creates some closure.

It takes a strong person to succeed in service.

So, don’t view your positive and selfless and kind qualities as a weakness, because if you view it as a weakness, you know that the other person will view it as a weakness. Realize that it’s your strength, and it’s not an excuse to allow others to take advantage of your good nature or your good deeds.

Don’t allow others to mistake your kindness for weakness. Believe in the strength that you have to be good and do good for others.

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