Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 162

Talk Up Your Teammate - 12/5/23


It happens all the time in business. The salesperson transitions the new customer to their service representative.  The nurse tells the patient about the doctor about to come into the room.  The gatekeeper tells the customer about the supervisor they’re about to transfer the customer to, in order to Read more

Use Silence Wisely - 11/28/23


Silence is golden...until it isn’t. Silence is an excellent tool to use when talking to the customer.  Silence can convey that you’re listening, that you are patient, that you are being kind and are deferring to the other person.  Being silent can convey that you’re intentional about what you say, Read more

Be Grateful for the Good - 11/21/23


There are several different ways you could define gratitude, but I like the simple definition:  Being grateful for the good.  There’s a lot to be upset about, a lot to be frustrated with, there’s a lot to lament about in our customer service roles.  But even in these challenges, Read more

Sport Some Customer Perks - 11/14/23


Of all the industries we work with, the one that talks most about providing perks and benefits to its customers is pro sports.  We’ve worked with NASCAR, MLS, the NBA, and a little bit with the NFL and the NHL. And most of the teams or organizations will provide their Read more

Customer Service Lessons from the E.R. - 11/7/23


Every industry is interesting in its own way, and healthcare is definitely no exception.  We’ve done many different types of studies and projects in the emergency rooms at hospitals, and it’s interesting to look back at some of the results of focus groups we conducted with the E.R. patients. We Read more

I Did This…For You - 10/31/23


Michelle needed to run by the grocery store during her lunch break, and because it’s October in the USA, that means it’s Halloween month!  Fittingly, the grocery store had every shape and size of a pumpkin you can imagine; there was even this small basket of mini pumpkins. They were Read more

Make Deposits with Your Customer - 10/24/23


Carrie has a 50+ hour a week job, and - financially - she does better than many.  She’s in the media, but she doesn’t like everything to be public.  Carrie’s a real person with real issues and real needs and real gifts, as well. One day, her best friend, the Read more

Find Their Future Motivators - 10/17/23


We’ve provided fan experience and customer retention consulting in professional sports for a couple decades now.  One of our professional basketball clients was the Miami Heat.  We were working with them just a year or so after they had acquired superstar Shaquille O’Neal.  When they signed him, ticket sales Read more

How to Exceed the Promise - 10/10/23


It’s the never-ending battle between marketing and customer service.  Marketing makes promises, and customer service has to deal with upset customers when the company doesn’t deliver.  To ensure we deliver on promises, let’s assess promises by looking at some famous quotes over time… Promises may get Friends, but ‘tis Performances Read more

What “One in a Million” Means - 10/3/23


You are One in a Million! That can mean a lot of different things to a lot of different people.  Depending on the tone in which it’s said, the phrase can be a compliment or a criticism.  If there are 8 billion people in the world, that means there might Read more

An Interesting Tip about Amazing Service – 5/13/14 TOW

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I listen to a sports talk show periodically, and the host has an interesting habit. He is always making statements such as “It’s really interesting that…” or “What’s amazing is that…” He will then follow-up that statement with an observation or conclusion that he wants you to find interesting, too – so you’ll keep listening.

Sometimes the conclusions aren’t the most interesting such as ‘What’s really amazing is that. . .when I watch the paint dry. . .it actually. . .dries!” Wow?

But there are three extremely useful tips that we can learn from this radio personality. First, the words you use matter – often tremendously. Our goal in customer service includes imparting a feeling to the customer or co-worker that we care for them, that they are valued, and that they are important. And our words impact their perception of whether we care.

Think about a situation where you’re a banker listening to a customer describe their need: “I am looking for a way to open my own jewelry making business using repurposed items like old necklaces, broken bracelets, etc. But I need some capital to acquire tools and develop a website.”

You could respond “We offer loans,” or you could respond “Wow! That’s a really interesting concept; what a great idea to use old jewelry to make attractive, new items to sell! And we definitely have funded many creative companies like yours.”

In both cases you might provide the loan, but which response will more quickly establish a rapport and increase the likelihood of the customer wanting to go with your bank?

What about the patient in the physician’s practice that notices a spill that nobody cleaned up? You could respond “We’ll take care of that,” or you could respond “Thanks so much for bringing that to my attention. That helps a lot – we don’t want anyone stepping in it or slipping. I REALLY appreciate it.”

Which response better conveys how much you value them and what they’ve done?

Second, avoid a tone that wreaks of sarcasm or indifference – offer a sense of sincerity with your tone. And third, avoid the hyperbolic statement such as: “Thank goodness you told me about the spill! Someone could have died! You just saved a life!”

Remember that the sincere interjection of some key words (interesting, amazing, appreciate, thank, sharing, etc.) helps the other person to feel valued, important, and appreciated.

Convey interest with a few amazing words.


The Rising Tide – 5/6/14 TOW

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The rising tide lifts all boats. I’m not sure who coined the phrase, but it fits into our workplace just as much as the high seas.

When I wrote the tip about motivating yourself by writing down your daily successes, a reader commented that it would be great to have a team meeting with other customer service staff each morning, and then have staff share one of their success stories from the prior day.

At face value, it sounded like a good idea, and as I thought about the concept and responded to the reader, it began to sound better and better.

Think about having a daily meeting that was simply “5 minutes of positives.” What would it do for you, your teammates, your staff? You could quickly see what one person did great, and pat them on the back. You could learn about how one person handled a tough situation effectively. You could feel good for others and enjoy the recognition when they celebrate your success. You could have a picture of success painted for you every day, creating a consistent focus among teammates on great customer service, and reinforcing what a great job others are doing.

This is about starting your day with 5 minutes of positive energy. This is about not just you or your customer; it’s about your team. It’s about the quality of the workplace continuously improving – creating a rising tide of positives and successes that lifts everyone.

Being intentional about having “5 minutes of positives” can be big in a team developing a common focus on customer service and more confidence in what they do.

Help the tide of your team to rise with 5 minutes of positives.


Adrian Knew the Goal of His Role – 4/29/14 TOW

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Last week was about the “5 P’s” of Building Confidence, but this week’s Tip will focus on the most significant one of all: Knowing Your Purpose.

I was facilitating a training workshop of K-12 bus drivers on Service Excellence. During the session, I asked everyone to create a “Personal Mission Statement.” Essentially I asked them “What is the greater good in what you do? What is the bigger reason for your job – beyond the miles you drive, the maintenance you check, the conversations you have?” I was essentially asking them “What’s the goal of your role?”

I told them that I’d give them a couple minutes to write down their thoughts, and soon everyone started writing except Adrian. So I asked Adrian if he had any questions about the assignment, and he said “No. I know exactly what my purpose is.” After giving everyone another minute to write, I asked for volunteers, and Adrian was the first to raise his hand. He said “I’m here to be a role model to the kids. I’m here to make sure they stay straight and give them advice when they need it.”

Now Adrian was probably only 23-24 years old at the time, but he knew his greater purpose. He knew that his true job – the true good he provided – went far beyond the thousands of miles he drove annually. It went far beyond the paperwork he completed and his many maintenance checks. His impact went beyond cleaning the bus and arriving on time.

He knew the goal of his role.

Do you Know Your Purpose? When you clearly understand your role and the greater good you provide for your customer, your co-worker, your company, and your community, you can be more confident in acting. You can be more decisive, because you know what you’re doing is part of your Purpose.

Find your inner Adrian – Know the Goal of Your Role.