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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

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

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Dan the Yard Man Keeps the Customer Moving – 10/15/13 TOW

Posted on October 15, 2013 in Customer Service Tip of the Week Please leave a comment


When “Dan the Yard Man” came to Lori’s home for a quick consultation, she was looking for advice. Many parts of the yard were having issues – grass not growing, erosion in the dirt, etc. Dan’s company maintains the feed on the yard and does aeration, but Lori had put off aerating her yard until she got more of a game plan for how to fix its issues.

As Lori listened to Dan, she realized two things clearly – what he could do and what he could not do. She also learned one other thing from Dan – he can actually tell you “No” in such a way that you feel good about it!

Dan told Lori what he could address on the lawn with soil testing, fertilizer, and weed killer when needed. But it was amazing how he handled the discussion of what he could NOT do:

  • He couldn’t aerate soon because their schedule was booked 6 weeks out, but he suggested how Lori could get some seed germinating on her own in some of the tough areas.
  • He couldn’t grow regular fescue grass in some of the shady areas, so he noted how he had been transitioning to shade grass.
  • Dan could not promise that he could get grass to grow in some especially shaded areas because they were only getting 1-2 hours of sun each day, but he suggested that Lori ask the “tree guys” she was calling about where they felt their tree trimming could impact the amount of sun the lawn receives.
  • Dan couldn’t guarantee that grass could ever grow in current conditions on the left side of the house, but he suggested that Lori consider a natural area similar to what she had on the right side of the house.

Great customer service does not always require that we find a way to personally say “Yes” to every customer request. Sometimes great customer service is about knowing an alternative when you have to say “No.”

When you have to say “No,” keep the customer moving to the next step.

 


Gauge Customer Satisfaction at Every Encounter – 10/8/13 TOW

Posted on October 8, 2013 in Customer Service Tip of the Week Please leave a comment

You may already feel you’re on “Metric Overload” (measuring customer satisfaction on surveys, getting mystery shopped, knowing your NPS, getting your CX ratings, and ensuring the ECS is A-OK).

Now – based on the title of this Tip – I’m going to tell you that you have to measure MORE?! Not exactly. What I’m suggesting is more do-able than daunting.

I want you to GAUGE customer satisfaction at every encounter. Measurement is done for many reasons, but the initial reason is always to gauge satisfaction. It’s easier to gauge (or get a feel for, an understanding of) satisfaction if you measure satisfaction.

But measurement for the sake of measurement is a waste of time and money. However, having every employee GAUGE customer satisfaction – literally at every customer encounter – is almost always beneficial.

So what do we mean by “gauge.” Hold the magnifying glass up to the customer’s body language; tune in more clearly to their tone-of-voice. What do those non-verbal communication methods tell you about what’s going on inside them, about what they’re feeling?

Literally ask “How was your experience today?’’ or “Did you get your needs met?” or “Is there anything more we can do?” or “Was there anything we could do differently/better next time?”

After many consulting engagements, I ask the client “Was this what you were hoping to receive when we started this process?” or “Do you feel like we achieved the goals you had envisioned when we began this project?”

By gauging the customer’s satisfaction during that encounter, you create – for yourself – an opportunity to learn what you’re doing well and to get positive feedback. You create – for the customer – an environment where they’re more comfortable sharing feedback, particularly constructive (negative) feedback.

At every customer encounter, you’re gauging customer satisfaction by literally looking, listening, and asking questions. You want to KNOW whether they’re satisfied before the conversation ends (and obviously address it if they’re not).

Gauge the customer’s satisfaction to better yourself and your organization.

 


Create Certainty with New Customers – 10/1/13 TOW

Posted on October 1, 2013 in Customer Service Tip of the Week Please leave a comment

When Jack entered the bank, he knew he needed a loan. He knew that starting up his business would be easier if he had that working capital to get things going. At this point, that’s all he knew.

Jack was anxious; he didn’t know what to expect in the process, and he didn’t know if he’d get a loan. If he got it, he didn’t know how much funding he’d get, or what the terms would be, or by when he’d have to pay it back in full to the bank.

Enter the bank officer. . .

Sherrie was about to deal with a potential customer in Jack, and she didn’t know him, his needs, or whether she could fulfill the needs. But Sherrie knew her job. She knew her paperwork, policies, and procedures. She knew the process.

While Sherrie was dealing with data, facts, and figures, she was also dealing with a person – Jack. She was also dealing with his emotions. She was also addressing what could be a lifetime customer for the very first time.

We often find ourselves in situations similar to Sherrie’s. We know our “stuff,” but we don’t know. . .well. . .Jack. But if we ask the customer enough questions, if we listen to what he says and how he says it, we can begin to understand his emotions.

And oftentimes with prospective customers, there’s apprehension. There’s a fear of the unknown. There’s uncertainty. Where we can change the uncertainty to certainty, where we can convey some hope, we can then begin to build rapport and the customer’s confidence.

Sherrie could not convey certainty about the outcome – she didn’t know if he’d get a loan, how much he would get, and what terms might be involved – but she could convey certainty about the process, about the steps, about what had worked in the past with other clients, and about the attitude and responsiveness she’d convey in her dealings with Jack.

Difficult emotions from new customers, in particular, (such as anxiety, nervousness, and fear) can be addressed by conveying certainty and hope.

Convey certainty to calm the customer’s fears.

 


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