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 in recognizing a great staff experience is kindness: The staff were so kind… They showed kindness throughout the event… We had an issue, and I cannot thank them enough for their kindness and willingness to help!
People appreciate kindness, so it helps to note those situations where customers didn’t simply describe employees as friendly or nice, and they – instead – intentionally used the word kind.
Situations of Kindness
Many survey comments referencing kindness relate to when the customer was not your typical customer, or the situation was not typical.
People use the word kind to describe staff when the customer has some sort of disability or challenge, and the employee recognizes and takes into account the special need. They use the word kind to describe how staff interact with their children – with pleasantness and respect. Kindness is noted when an employee realizes the worry or anxiety or urgent nature of something, and it’s clear that the employee is being patient and entirely focused on helping that individual.
When there is a language barrier or a learning issue, and the employee takes the time to listen to the customer, that’s kindness. When the employee also makes sure what he/she conveys is understood by the customer (being willing to restate things multiple times and in a variety of ways, if needed), they are often referred to as being kind.
When the employee realizes there is something unique about the customer or their situation, and they take a little extra time and convey some special respect during that encounter, the customer often perceives that as kindness.
Be kind in those special customer service circumstances.
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