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Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

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

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Apply Selfless Service – 12/7/21

Posted on December 7, 2021 in Customer Service Tip of the Week Please leave a comment

Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process.

One of the most interesting questions that Andrea had to ask prospective employees was “Are you selfless?”  The answers that she received from applicants often made her either laugh or cry.  One response was “Why do ask that?  What have you heard about me?”  Another response was “Yes I can be selfless.  What’s in it for me?”

It’s a tough question to answer if you are not a naturally selfless person.  But many people who excel in customer service excel because they are selfless.  They are very good at empathizing with others’ situations.  They are exceptionally good at trying to do what’s best for the customer or best for the company without focusing on the third option:  What is best for me?

People who are selfless try to do things based on others’ needs and issues and goals.  And they make decisions based on what’s best for the person they are trying to serve.

Are you selfless?

To take it up a notch in our customer service approach, focus less on ourselves in conversations, and focus more on others.

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Caring Goes Beyond Competence – 11/30/21

Posted on November 30, 2021 in Customer Service Tip of the Week Please leave a comment

April went to get some routine car maintenance done at the local service center.  When they finished the oil change, she paid for the service, got her keys, went to her car, and opened the door.  As she was about to enter the car, she stopped.  Somebody had obviously vacuumed the floor mats.

Bonnie went to the hospital to visit her uncle.  She went to the 4th floor and stopped by the nurse’s station to ask which room was her uncle’s.  The unit secretary said “his room is the second door on the right.  We really enjoy caring for your uncle.  He’s a sweet man.”

Chuck brought his smart phone into the store because he was having difficulty understanding how to get some of the photo features to work.  After hearing Chuck’s description of his needs, the employee asked to take a look at the smart phone and said “Wow!  I love the case you have on the phone!” 

April, Bonnie, and Chuck all were provided a service or information.  In other words, an employee competently performed a task for the customer.  But each encounter was a little special.

April had that “Unexpected Positive Event” – what we refer to as the definition of a “WOW Experience.”  Bonnie wasn’t just given directions; she was provided with a feeling that her uncle was not only being cared for clinically as a patient, but her uncle was also cared about as a person.  Chuck wasn’t just a customer with a question to be answered; something about him – unrelated to the task at hand – made the employee go “Wow!”  And that compliment made Chuck feel special.

In delivering truly great customer service, go beyond the task.  Answering a question or addressing a need – showing that accuracy and competence – is a basic expectation; it’s important, but it’s the minimum the customer expects.  If you want the customer to feel valued or appreciated, say or do that little something extra.

Caring goes beyond competence.

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You Mostly Get What You Give – 11/23/21

Posted on November 23, 2021 in Customer Service Tip of the Week Please leave a comment

It is Thanksgiving week in the United States, so let’s talk “Thanks.”

There’s a saying that You Get What You Give.  And while the goal of giving thanks should not be “To receive things,” getting something positive in return is often a nice byproduct of being appreciative of others.

It’s amazing that when I thank someone for some action they’ve taken, even if it is just “doing their job,” how many times they will pause and smile…or say Thanks…or say It’s my pleasure.  Sometimes they’ll expand and say why they enjoy doing what they’re doing.  And it makes me feel good when they stop for a moment and feel appreciation, and I can see they’re pleased to hear the thanks.

In this current world of ZOOM meetings, there are times when the meeting facilitator is seeking affirmation that people understood what she said or agree with the point…but there’s dead silence.  So, if I feel their uneasiness, I will give them the thumbs up.  I’ll make sure I verbalize that their plan sounds good.  I used to silently agree without stating it, but I’ve found that there are few mind readers in the world.  If I agree, I need to verbalize that support and appreciation.  They, in turn, get the affirmation they deserve.

There have been many instances with CSS, since we are a management consulting firm, where we were brought in by a client or business partner for a project.  I try to be as appreciative as I can for them trusting me and our organization to serve them or service their client on their behalf.  Likewise, when CSS brings in mystery shoppers, research partners, or subcontractors to do some work on behalf of CSS, I’m appreciative of those folks.  I know they’ve got lives and jobs and other responsibilities and priorities, so for them to carve out some time to do work for my clients – even if CSS is paying them – their effort and interest is much appreciated.

Through all this giving of thanks and appreciation, I’ve noticed that the tone of conversations becomes much more positive.  The dialogue is much more pleasant.  The relationships seem to grow more naturally and easily, and the collaboration seems to flow more smoothly.

So, you don’t always Get What You Give, but if giving includes a lot of thanks and appreciation for others, you have a great chance to get more positive and productive days.

Give to give, and watch what you’ll receive.

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