Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 130

Home  /  Use Best Practice Survey Follow-up – 5/1/18  /  Customer Service Tip of the Week

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

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

•••••

Use Best Practice Survey Follow-up – 5/1/18

Posted on May 1, 2018 in Customer Service Tip of the Week Please leave a comment


Although most companies view customer satisfaction surveys as tools to gauge fan perceptions, we view them in a broader sense. It’s an opportunity to better know individual customers. It’s an opportunity to identify needs that you can address later. It’s a chance to tap it their ideas, and it’s a chance to have a positive touch point.

After the survey is completed by the respondent, the process should not be complete. You see, a customer satisfaction survey is also a relationship-builder. Here’s a follow-up e-mail received by a hotel survey respondent (the names have been changed):

Dear Ms. Jones,

Thank you for choosing the Hotel Essex in Downtown for your recent travels to Hockeyville.

Commitment to service and guest satisfaction is a main focus, and we are delighted to hear you enjoyed your stay. The pride and dedication our hotel team takes in providing exceptional customer service to our valued guests speaks strongly to our company’s core values, “good service at a fair price.”

Thank you again for taking the time to provide your feedback on the Guest Satisfaction Survey and we look forward to serving you again soon!

Sincerely,
Jennie Jackson
Guest Services Manager
Contact information followed

In this follow-up communication, the customer is thanked twice. There’s a reference to “Team,” and the company shares its core values and how they align to service. No sales offer. Not an epistle – just a brief “thanks.”

The company has just created a new “Last Impression” with the customer, and it’s a positive one.

Take a look at your research processes, and instead of viewing the process stopping with the customer when they complete the survey, view that as a pivot point to create an additional positive impression in your follow-up.

Build relationships with customers – even through your survey process.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


How to Deal with the Non-Conversational Customer – 4/24/18

Posted on April 24, 2018 in Customer Service Tip of the Week Please leave a comment


The customer would not say much. He was giving one-word answers when you’re seeking information. It was “like pulling teeth.” Maybe he was shy. Maybe he was ticked off. Maybe it’s just the way he normally speaks.

Regardless of the reason for the lack of dialogue, you need information. You have other customers to serve. You need to make the conversation work.

When you find yourself in a situation with a customer who is basically non-communicative, here are some tips to still hold an effective conversation:

  • Start by asking simple close-ended questions such as “Did you make the purchase in the store or online?” A few close-ended questions create a dialogue and add a little bit of rhythm to the conversation. The conversation starts to flow.
  • Be very appreciative of any response they give. You may reply to their brief response by saying “That helps!” or “Great!” Then go to your next question. You’re creating a positive tone instead of showing any frustration with their brevity.
  • Explain why you’re asking the questions. Oftentimes the hesitation is because they either don’t know why you need the information, or they are making negative assumptions about why you seek the information.
  • Confirm everything back to them. Because the non-conversational types usually don’t give you a lot of information up front, to ensure you understand the full picture, you often have to piece together multiple responses to your multiple questions.

 
The next time you’re in a conversation with someone who is obviously giving you very little to go on, hold back in your frustration. Taken a couple deep breaths, then get into a rhythm, be appreciative, explain why you need the information, and confirm it all back.

Learn how to deal with the non-conversational customer.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Inflate Your Team – 4/17/18

Posted on April 17, 2018 in Customer Service Tip of the Week Please leave a comment


I was talking with a friend recently about their job change. They’re still working in the same company, still doing the same type of technology support, but their position had been moved from a user area to the information technology department.

This person seemed happier in their job than they had ever been before. They smiled more during conversations. They seemed more relaxed and at peace. The workload was the same, the content of the work was the same, but there was one big difference – the people she worked side-by-side with every day were different.

In her other department, even if she started the day with the best attitude possible, by the end of the day her motivation was gone, she was worn out, she felt times of stress, and she often felt down.

In her new department, she ended the day with more energy, she was generally happy, the tension and stress weren’t there anymore, and she felt at peace about the accomplishments of the day’s work.

I’m sure she herself had something to do with how she felt in this new department, but just as big an impact on her were the people that she worked with in each place. In retrospect, she viewed her co-workers in the first department as Deflators. The people in her new department are Inflators.

In the previous department, staff talked negatively, didn’t plan well, made every issue a big issue, were concerned more with their own image than team performance, communicated expectations poorly, and then complained when hidden expectations were not met. These were the Deflators.

Her new department included people who were very professional, well-organized, understood their common goals, enjoyed each other’s company in fun activities like fantasy football, were happy to jump in and help co-workers, and generally functioned as a team.

Take a look back at what caused one group to be considered Deflators and the other to be considered Inflators. Then look at yourself. What impact do you have on your co-workers with your attitude, your planning, your willingness to help, and your focus on others?

Make sure you’re a model of great teamwork. Be an Inflator.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


« Previous   1 2 ... 126 127 128 129 130 131 132 133 134 135 ... 216 217   Next »