above and beyond | Customer Service Solutions, Inc. - Page 2

Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

Caring Goes Beyond Competence – 11/30/21

Posted on 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.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page