Key Industries
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Recent Tips and Posts
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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, gave him a number, and asked […]
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 is used often by customers […]
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 told her story, the employee […]
