attitude | Customer Service Solutions, Inc.

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

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

“You’re the Boss” – 2/20/24

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

Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to make sure the floors get cleaned and waxed properly.  He knows when to hit the bathrooms, when to address the office spaces.

Although Terrence works in an office setting, the way his company is structured, he actually reports to managers in the corporate housekeeping department in a different location.

He was meeting with his facility office manager one day, and she was making a special request.  He responded:  Sure thing!  You’re the boss.

When it comes to Terrence’s specific job, she is not the boss.  He directly reports to the person with the hiring/firing authority – the person in the corporate office.  Terrence knows this, but in his mind, he treats the office manager like she’s the boss, too.

She is the ultimate customer.  She is the one that is trying to manage this facility, create the kind of culture she’s searching for with the staff.  She’s the one that’s trying to help the business become even higher performing.

And Terrence understands that his job is to increase his customer’s likelihood of success.

To Terrence, it’s a mindset and an understanding that the customer, in the end, is the true boss.

Reflect on the mindset that you bring into conversations with the customers.  The customers are the ones that you are ultimately doing your work for, the ones that you are trying to help succeed, the ones to whom you’re trying to provide a great customer experience.

Foster a mindset that’s a motivator to deliver a great experience to the ultimate customer.

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Help Me Help You – 7/4/23

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

With all due respect to the movie Jerry Maguire, this tip is not about the life of agents for professional athletes.  It’s about customer service and what it really means to help.

We’ve seen employees wear badges that say “Ask me. I am happy to help!” or “May I help you?” or “How can we help you today?”

But what are we signing up for when we ask these questions or make these statements?  Although the badge conveys our willingness to help and solicits questions from customers, what are we offering to do?

We are offering to provide information, to share our knowledge, to understand their unique needs and guide them toward the right solution.  These actions require a desire to take action on the customer’s behalf, a willingness on our part to continually learn about our role, our services, our organization, and the ability to ask the right questions, matching the need with a solution.

We are offering to overcome obstacles or eliminate roadblocks.  We are there to help them move to a next step or get through their day in a positive way.  We are there to find pathways to Yes rather than roadblocks of No’s.  These actions require a desire to address problems, to think through processes from the customer’s perspective, and to be pleasant in our engagement with others.

Being helpful may seem like a simple concept, but to truly help others, we need to have the desires, the willingness, the knowledge, and the ability to have a positive influence on those that we come in contact with each day.

Make sure that you’re equipped to truly help the customer today.

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Don’t Let This Shot Affect Your Next Shot – 11/15/22

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

When I was a teenager, I used to play a lot of golf, and I was pretty good for my age.  I’d have a good attitude and enjoyed the game, but if I hit a bad shot, I’d get upset.  And more often than not, that one bad shot and the frustration that followed would be followed by another bad shot and more frustration.  It would snowball, and everything would go downhill.

One day, I was playing the third hole on my home course with my Dad.  I was hitting my second shot, and instead of the ball going straight to the green, it took a sharp left turn into a big pine tree.  The ball pinged from branch to branch until it dropped to the ground.  Highly upset at hitting such a horrible shot, I flung my club into that same tree.  But the club did not drop to the ground; it was stuck up in the tree.

How My Dad Responded

Now my Dad could have responded in a number of ways.  He could have yelled at me for throwing my club.  He could have told me to climb up the tree and get it.  He could have given me a stern lecture on my poor behavior. 

He did none of those.  Instead, he walked over to the tree, climbed up, and got my club.  He then handed it to me and walked away.

I don’t know if I had ever been so embarrassed in my life.

How I Responded

Needless to say, I stopped throwing clubs.  Today, I rarely play golf, and when I do, I don’t play or score nearly as good as when I was a teenager.  But I seem to take more joy in playing.  And when I hit a bad shot, I don’t let it affect me much at all.  More importantly, I don’t let it affect my next shot and eventually ruin my round.

In customer service, you have many opportunities to get frustrated.  And while the immediate reaction – the frustration – is understandable, don’t let that bad situation affect the attitude you take into the next situation, the next conversation, the next encounter.

Don’t let one frustration snowball and ruin your whole day.

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