understanding

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

Be Understanding if You Don’t Understand – 7/21/15 TOW

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


Why is this person so wigged out? This customer won’t make eye contact with me – weird. I really have no idea why they’re asking me that question. Of all the things to complain about, they chose THAT?

People are different. Some people fly off the handle when they’re put on hold for even ten seconds while others patiently wait 15-20 minutes as long as there’s nice music. I conducted training for a hospital once, where – at the break – two things happened; one person complained that the room was too hot, and another person went to their office to get a sweater because the room was too cold.

I don’t claim to understand everyone; what I think is irrational, unprofessional, or rude may be deemed appropriate behavior by others. What I consider to be a minor issue is a federal offense to others.

The lens through which I see the world is not the same as everyone else. And while the world’s a more interesting place because of that, those varied lenses can make delivering great customer service that much more difficult.

So even though we should “seek to understand,” sometimes we just can’t. In those cases, still be understanding of that human being on the phone, behind the e-mail, or facing you at that moment. Even if the complaint, the issue, the reaction, their body language or tone is so foreign to you that you can’t understand it or why it’s happening, still try to understand it’s a human being who’s being human.

This is why empathy is so important. You don’t have to “feel their pain” to convey you care about them as a person. You don’t have to understand WHY they’re frustrated to understand THAT they’re frustrated.

When you don’t understand, it’s okay. Know that despite all you don’t understand coming from that individual, sometimes the best thing is just to be understanding.

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