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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

Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

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Love is never having to say you’re sorry – 11/6/18

Posted on November 6, 2018 in Customer Service Tip of the Week Please leave a comment

Love Story – great movie. Alli McGraw. Ryan O’Neal. And a surprisingly poor rating on Rotten Tomatoes – but I digress. The most famous line from the movie is “Love is never having to say you’re sorry…”

Unfortunately, great customer service isn’t about love, per se. Many customers want to hear “I’m sorry” before they can settle down, move on, and forgive/forget.

So how do you say I’m sorry?

The Terrible Transfer – Let’s say that you answer the phone, and the customer immediately tells you they’ve already been transferred 4 times. Consider saying “Oh, I’m sorry to hear that. That’s not how we like to do things around here.” Then do the following; either: (A) Make sure you personally take care of the need, (B) Make a “warm” transfer once you identify the employee who can help and that they’re available, or (C) Offer to take their contact information and call them back with the answer.

The Technology Troubles – Let’s say that a customer is trying to understand how to use some technology platform your company provides or navigate your website, and they’re having issues. Consider saying: “I apologize for the difficulties in getting the system working.” You could then offer to walk them through the process on the phone, staying on the line until it works; you could offer to visit them to educate them on the process; you could also provide documentation on the key steps to getting their need addressed.

The Protracted Process – Maybe it’s a situation where a process is taking way too long (whether they want to get an application approved, get a meeting scheduled, get a return or request addressed). You could state: “Sorry that the process it taking longer than anticipated. I’ll personally make sure we get this addressed quickly.” After you’ve received details on the situation, take 2 approaches. First, immediately work on the issue and/or bring in someone to get the need addressed. Second, communicate actions to the customer while the process is in place (to manage expectations and keep them in-the-loop) and when the process is completed (to ensure they know the process was done and to confirm satisfaction).

Unfortunately, great customer service DOES MEAN that sometimes you have to say you’re sorry.

Handle apologies with aplomb.

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Words that Convey You Care – 10/30/18

Posted on October 30, 2018 in Customer Service Tip of the Week Please leave a comment


Of course you care about your customer and your co-worker. You wouldn’t be reading these tips, trying to learn and improve, if you didn’t care. But sometimes that caring doesn’t get translated based on the words that we may use. So, we’re going to walk through 3 different scenarios, and for each scenario we will suggest what NOT to say (Because it may convey that you’re indifferent), and we’ll offer alternatives on what TO say to convey you care.

SCENARIO 1: The customer requests something from you, and you’re not sure it can be done.

  • Don’t say “That probably won’t work.”
  • Tell them that “I HOPE we can help…” The word “hope” displays your desire to help. Then, explain how you’ll investigate their request.

SCENARIO 2: The customer requests that you personally do something, but it’s not your responsibility.

  • Don’t say “That’s not my job.”
  • Tell them “Let me get you in touch with the person who can best help you with that.” This response conveys you’ve taken ownership at least to the point of getting them in touch with the right person. You care enough to help them get their need met.

SCENARIO 3: You are asked to help with something that is a low priority to you (although it’s a “big deal” to the customer).

  • Don’t say “That’s not important” or “That just doesn’t matter” or “That’s a low priority” or “That’s not a big deal.”
  • Say “I understand that this is important to you. Let’s see what we can do.” You acknowledge – with your words – the importance to them. You are looking forward toward a solution.

Ensure your words don’t convey you’re indifferent. Use words that convey you care.

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Execute at a High Level – 10/23/18

Posted on October 23, 2018 in Customer Service Tip of the Week Please leave a comment


The football coach was in the midst of a season where his team had not won a game. After a recent loss, the head coach entered his press conference. One of the reporters asked a simple question: What do you think of your team’s execution?

The head coach replied, I’m in favor of it.

OK, now before we go too far, let’s define “execution” in customer service. Execution is the successful delivery of a procedure or application of a process. It is taking what is expected and documented and planned out, and then performing it as designed and at a high level.

Let’s think about that for a second. We’re talking about executing as taking action as somebody who serves others, works to retain clients, works to develop relationships with customers, works to grow business with those fans or accounts or guests. We’re not just talking about implementing a procedure.

The way I’m defining execution goes beyond the basics. It’s not just doing steps A & B – what you have to do – but it’s doing them responsively and quickly and accurately and timely. It’s not just saying what we are to say and taking the action we are to take. It’s doing it in a way that conveys to the other person that they are more important than this procedure that we are enacting. They are being cared for through a process but by an interested and empathetic team member.

The next time you utilize a procedure for a customer or work through a process for a client, think about how you can execute the actions at a high level. Consider how to make that customer feel the caring you have for them and their situation as you still follow the appropriate steps. Make execution a good thing in customer service.

Execute at a High Level.

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