appreciation | Customer Service Solutions, Inc. - Page 3

Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

Appreciation Multiplies – 9/19/17

Posted on in Customer Service Tip of the Week Please leave a comment


Aaron did a GREAT job on the project! Working in the graphics shop at the company, he would help his internal customers address many different design and production needs. But there was something a little different this time.

This time, Jackie – his customer – sent a note of appreciation to Aaron’s boss after the project was completed. The boss – Mark – replied to Jackie and noted how consistently high quality is Aaron’s work. Mark noted how patient and calm Aaron is with customers. And Mark highlighted how Aaron’s customers feel “cared for” and “confident.”

Mark said that he’d share Jackie’s kudos in their monthly department newsletter and share the feedback with his entire team at their next meeting.

Aaron didn’t do good work for Jackie to get all this appreciation, but the appreciation still came. From Jackie. From Mark. Through e-mails and newsletters and meetings. In specific descriptions and in sincere tones. Appreciation came.

But what’s more, appreciation multiplied. The Thank You’s not only came in many forms, but many people now heard what attributes are appreciated by customers and what behaviors are desired by leadership.

When you are appreciative of the efforts of others, remember that conveying appreciation is a necessary thing, a good thing. Sharing that appreciation lets the other person know what they did and how they did it was “spot on.”

And sometimes, that appreciation multiplies.

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