Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 155

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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

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

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Train Customers to LOVE Your Experience – 11/8/16

Posted on November 8, 2016 in Customer Service Tip of the Week Please leave a comment


What are the components of your customer’s experience?

Let’s say your business sells boots.

How do they find out about your business and how to contact you? How do they know what boots you offer and what needs they address? How do they get a boot to test out or purchase? How do they determine if their preferred size and color are in stock? How much does the boot cost? How do they get it, and who will deliver it? How do they find out the delivery status?

These are the questions to answer, but we’re not designing the customer journey as much as we’re using these questions to ask you one more question.

How do we get customers educated enough on how to do business with you so that they absolutely LOVE your experience?

When businesses view the experience through the customer’s eyes, they can identify potential customer loss points due to frustration with a process, customer lack of knowledge, or customer lack of awareness. When you identify those potential loss points, then put yourself in the position of a teacher or a professor – one who can educate and train others:

  • Create simple infographics or diagrams that explain a process to customers.
  • Ensure that your process documents and your people clearly state what will happen next so the customer’s knowledgeable about what to expect and when.
  • Use webinars, training, and other education-based vehicles to train customers on how things work. Incorporate signage directing customers to next locations and next steps.
  • Give customers documents at the end of one step that clearly articulate what they need to do next or what will happen next and when.

Never assume that your customers are knowledgeable about your people, processes, and products. Make sure they’re knowledgeable enough to be comfortable and confident in doing business with you.

Train Customers to LOVE Your Experience.

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PAY ATTN – 11/1/16

Posted on November 1, 2016 in Customer Service Tip of the Week Please leave a comment


“PAY ATTN” – As I was leaving the football game, a fan had on a Carolina Panthers jersey, and where the name usually appears on the back above the number, the phrase “PAY ATTN” was stitched.

I’m not sure what the fan had in mind by having that moniker instead of her name, but it was ironic that that’s the phrase used. About a week ago, I decided to write this Tip of the Week about that expression I heard far too often growing up – pay attention. Or as my dad would say – PAY ATTENTION!!

I’ve used it with my daughter over the years as well; in some ways, I’ve become the parent that I used to roll my eyes at on a daily basis – but I digress.

The reason for being told to pay attention is because the parent wants you to focus on them and what they say. Oftentimes, “Pay Attention” is accompanied by “look at me.”

So why is Paying Attention so important? Because it conveys you’re listening to the other person, and it shows respect. How disrespected do you feel if the employee is “paying attention” to their phone when engaged with you?

The phrase can get the person focused. It can get them attentive to the individual who should be the most important person in the world to us at that moment – the person we’re serving.

Ask yourself – if I was PAYING FULL ATTENTION to this person, what would I do?

Would you set down materials that you’re holding? How would you listen differently? Would your body language or expressions change? How would your posture be different?

If you told yourself to “PAY ATTENTION!!” at the start of a conversation, what would you do differently?

Make the other person feel important and respected. PAY ATTN.

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The Light that Others Reflect – 10/25/16

Posted on October 25, 2016 in Customer Service Tip of the Week Please leave a comment


Getting philosophical for the next 300 words.

The angry customer. The pushy or obnoxious co-workers. The demanding manager. The products that don’t always work. The stress on the faces and in the voices of customers and the employees serving them.

There are many dark moments that you may have to deal with during the course of your week at work. These are the dark encounters of our work day, those that can bring down morale, reduce the joy, and dampen employee enthusiasm.

But there is a light. There is a source of positivity, laughter, vision, and empathy. And that light is you.

I’ve been in some focus groups of employees discussing low morale. It seems like half the staff have the mindset of “once leaders change, then I’ll change.” While the other half seem to say “I’m not going to wait for others to behave professionally or positively before I act that way as well. They don’t control my behaviors.”

There’s an obvious difference in the two reactions. The first is passivity in the darkness. The second is taking ownership.

When we have a light – a positive nature, kindness, professionalism, respect, empathy and encouragement – we can be like the light in a room. Have you ever been in a room with a couple large mirrors? Those mirrors reflect that one light, helping the entire room to brighten more than it would otherwise.

The point is that dark situations at work should be opportunities for us – opportunities to bring in light. Opportunities to have your light be reflected in the attitudes and actions of others.

Be the Light that Others Reflect.

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