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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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Better Customer Service through Better Teamwork – 7/8/25

Posted on July 8, 2025 in Customer Service Tip of the Week Please leave a comment

We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a great handoff look like?

When one division or one person hands off the ball (a need, request, issue) to someone else, the handoff includes details about the customer, the situation, and contact information on the customer.  If anything has been done or next steps have been communicated to the customer, the handoff communication conveys that information, as well.

In addition, one great thing to see in internal handoffs is the message that the employee who is the recipient of the ball conveys back to his or her co-worker:

  • Got it!  We’re reaching out to them this afternoon.
  • Thank you!  We’re going to have one of our account reps call them back within the hour.
  • We’re familiar with this customer and their situation.  This additional information helps.  We’re on it!

 
And next-level internal communications even involve the recipient of the handoff closing the loop with their co-worker after there’s resolution:

  • Just sending you a quick message to let you know we were able to resolve that issue with Mr. Smith.  Thanks for the heads up!
  • We got in touch with Mrs. Jones late yesterday and answered her questions.  Just keeping you in the loop.
  • Had a great talk with the customer that you referred to us yesterday.  We have a game plan moving forward.  Thanks for the quick call and request for support!

 
Customer service is not always about how one employee handles one customer.  It’s often about how a team works together – professionally and positively in a responsive manner – on behalf of that customer.

Be a great teammate to provide great customer service.

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Imitate to Improve – 6/3/25

Posted on June 3, 2025 in Customer Service Tip of the Week Please leave a comment

Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate.

Wilde’s statement essentially means that it’s a form of praise to imitate the actions or words or approach of someone else.

In business, we call that identifying and applying best practices.

For an individual in customer service, we can apply this “imitation approach” to our work, as well.

Do you have a co-worker who handles themselves in a way that you consider exceptional?  Maybe it’s in difficult situations or with difficult people.  Potentially it’s just how they answer the phone or how their attitude maintains positivity or open-mindedness throughout the day.

*** Identify specifically what they do, potentially ask them about their attribute, and try to apply that best practice.

Have you ever been a customer that’s been served by an employee, and you thought: “Now THAT was excellent customer service!”  Or… “that person is really, really good at their job.”  Or… “that individual must love what they do!”

What about that employee made you feel like they were delivering excellent customer service, made you feel like they were good at their job, made you sense that they must love what they do?

*** Again, identify that attribute, and apply it in how you engage and interact with others.

“Flatter” others by imitating their best practices.

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Avoid the Unfriendly Ghost – 3/25/25

Posted on March 25, 2025 in Customer Service Tip of the Week Please leave a comment

Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; either way, here are some examples of action or inaction to avoid:

  1. Excluding Etiquette
  • Not stating your name or department when answering the phone.
  • Putting someone on hold without asking permission or stating how long it will be.
  • Not showing appreciation or not saying “thank you” at the end of a transaction.

 

  1. Ghosting the Customer
  • Not responding to e-mails or voicemails within 24 hours or less.
  • Not following through on next steps promised during a conversation.

 

  1. Blaming Others
  • Responding to a complaint without apologizing for the company’s mistake.
  • Blaming a co-worker or the customer for an issue.

 

  1. Focusing on the Phone
  • Making better eye contact with your device than with your customer.
  • Viewing e-mails as texts (instead of as a professional business correspondence); sending messages without using their name or yours.

 
To satisfy the customers, avoid the dissatisfiers.

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