co-worker | Customer Service Solutions, Inc. - Page 12

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

2018 Holiday Poem – 12/25/18

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


Annually I write a note at this time of year,
And the goal not once but every time is to bring you some cheer.

I try to encourage,
And I work to state the truth
Because as we continue to grow more “wise,”
We can’t lose sight of the joys of youth.

So this year I’d like you to continue
On a path set for you and the rest.
It’s a path where your impact on others
Is marked with positivity and success.

I want you to realize how much good you offer
How many solutions you provide and smiles you create.
Whether it’s with co-workers, sisters, or brothers
Your attitude and approach are great!

I want you to feel valued,
And others know it’s true.
For each day this past year and in the year to come
Is a little brighter because of you.

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A Representative Success! – 12/11/18

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


I was in a meeting recently with a client, and it was interesting to chat with one of their best customer service representatives. This is an employee who works with the same business clients every month, and when she described what she does, best practices started flowing.

She knows her customers so well that when she sees their phone number pop up as they call her, she immediately knows who it is that’s calling. She immediately recalls: Jane is a cat person; Bob’s been having a hard time lately. She then starts the conversations by asking about their kids or their family or their work or their pets.

She thinks of these nuggets and utilizes them for those she cares about – her customers.

There are thousands of individual products and hundreds of pieces of equipment and parts that her company sells and services. But she is exceptionally knowledgeable about the details such that she not only knows what the product is, but she also knows which clients might be interested in which products based on which promotions.

She is fortunate to be in a company where the culture is more about relationship-building and development than it is about quick handle times on the call. That positive cultural focus enables her to be patient with the customers in-the-moment as well as to think long-term about how she handles the call today and the impact that will have on her relationship and sales moving into the future.

She communicates frequently and freely with her regional sales managers, and they have a clear understanding of when and why one would communicate with a particular client versus the other.

The skills and attributes of this individual are the skills and attributes of somebody who truly cares about her customers and cares about her job as well. These are attributes that focus on long-term thinking, and the result is long-term success.

Learn from this representative’s best practices!

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No Matter How You Say It, Say Thanks! – 11/20/18

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Gracias. Grazie. Gratias tibi. Obrigado. Tack. Merci. Danke. Thank You.

No matter how you say it, say it. Say Thank You. You can say Thank You in many different languages (shout out to Google Translate for what’s written above!). You can say it with your eyes, your gestures, your smile, and with a nod of the head.

You can say it in a written note or an email or a text. You can convey it face-to-face or on the phone. You can “like” a social media posting or send a little gift card of appreciation. You can say it in front of a group of co-workers or quietly convey it to the employee in the next cube.

You can do it at the start of the conversation or at the end of the conversation. You can do it each step of the way without having to wait until that process is done.

You can say it in a meeting or in front of someone’s boss.

One-on-one you can use the words thanks, appreciate, and value. In front of others you can use the words credit, acknowledge, recognize, salute, pay tribute, and even hail!

In America, it’s Thanksgiving week. So, let’s use that holiday as a good reason to be especially appreciative of co-workers and customers alike.

No matter how you say it, say it. Say Thanks!

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