caring | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


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 Read more

Bring Warmth During Winter – 12/29/20

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

Winter is upon us.  Now, winter can mean different things to different people in different regions, but just the word conjures up cold.  It conjures up visions of snow.  It conjures up feelings of wind and lack of warmth.

Although some of us may like the cold at times of year or around certain seasons, we don’t like the cold at the start of a conversation.  And oftentimes, customer service representatives can come off as being cold right at the beginning of a customer conversation without ever meaning to do so.

The customer makes their request, and this is how the employee responds:

  • What’s your account number?
  • What’s your name? What’s your phone number?
  • To confirm your account, I need your mother’s father’s wife’s daughter’s maiden name…spelled backwards.

 
While all this information might be valuable, there is typically little warmth associated with the words.  There’s virtually no communication of wanting to help that person or caring about that person’s needs that’s conveyed through the phrases used by the employee.

By simply responding to a request with a few key words or phrases, the conversation can start much warmer, much more pleasant, and take no more time than 1-2 seconds additional.  How about starting with:

  • I will be happy to help you with that request.
  • We can definitely address that for you.
  • I can help with that right away.
  • Great! That’s something I can take care of for you.

 
Simply sprinkle a “happy” or a “definitely,” a few “for you” expressions or “I can help” into your initial response to the request, and the tone and warmth of the conversation will start in the right direction.

Bring warmth to the beginning of your customer conversation.

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Caring for Co-workers through COVID – 6/23/20

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

A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified – Loneliness and Collaboration/Effective Communication.

When you hear something like this – that individuals working remotely are often lonely or struggling with effective communication and collaboration – you start to wonder how communications can be more effective, how collaboration can occur, and how feelings of loneliness and isolation can be overcome.

As I was thinking about the root causes of these issues and possible solutions, I remembered the Customer Service Standards that one of our education industry clients implemented. We helped to design these Standards based on their desired organizational culture, and I wanted to share them with you.

Paraphrased below are some of the Standards. They are worded as actions, but they are also individual commitments. Review them, and see how you can tangibly address them to care for yourself and your co-workers:

  • I will communicate with others so they feel valued and important. I will actively listen to them and convey my understanding, communicating in a clear, concise, and complete manner.
  • I will acknowledge communications from others in a timely manner and manage expectations for next steps; I will then address the need in a time that meets or exceeds their expectations.
  • I will engage with others around common goals, building mutual trust and loyalty as we move together toward solutions.
  • I will work with others, proactively sharing information and ideas to support the achievement of collective goals.

 

These all relate to communication, collaboration, being proactive, and being responsive. They revolve around a theme of empathy and caring for others. And if utilized, they may help to overcome the loneliness of others…and ourselves.

Apply these Standards to Care for Co-workers during COVID.

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Why to Become an Empathy Expert – 11/13/18

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


People who are great at customer service, understand that one of their most important attributes, one that is a must, is the ability to empathize with others. People want to be understood. They want to be heard. And before you can meet their need or address their feelings or resolve their issue, in customer service it’s not enough to understand what that issue involves. Customers also need to FEEL LIKE YOU UNDERSTAND that need, their feelings, and their perspective.

Empathy helps in emotional situations and service recovery situations because if people are upset and you show some understanding, they’ll feel you’re listening.

If they’re complaining and – instead of you arguing – you agree with some of what they say, they realize that they may not be in for a heated discussion. Therefore, the other person’s emotional level should drop because they feel like they’re dealing with an understanding person who’s not going to argue every point. Arguing with the client usually just keeps emotional levels high.

Empathy helps to bring down emotion, which is obviously better for the client. However, it’s also better for you since you can deal more with the issue and solution without as much emotion involved; this also helps to shorten conversations.

If you want to improve your skills and approach to serving others, then work on how you come across to others. Be more conscious of how your words and gestures and tone of voice make the other person feel. Know how your action elicits a certain reaction from them. Make your life and theirs better by better conveying how much you understand and how much you care.

Become an empathy expert.

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