co-worker | Customer Service Solutions, Inc. - Page 4

“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

Care Enough to Give Them a Heads Up - 1/30/24


Nothing bad at all might happen.  Every day in the office could seem like every other day.  Sights and sounds and smells might continue to be the same.  But we have a lot of construction going on around our offices, and the building manager knows the type of work Read more

Be Better than AI Customer Service - 1/23/24


There was a recent CBS Sunday Morning Show story called: How artificial intelligence is revamping customer call centers. The journalist described how artificial intelligence is being used in customer service, and he noted the millions of pieces of information that can be processed in a matter of seconds. There are clear Read more

Recognize the Situation, and Pivot - 1/16/24


The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments Read more

Sharpen Your Service Delivery - 1/9/24


You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull? I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its Read more

Make Empathy Your Superpower - 1/2/24


I was facilitating a Service Excellence Training class for a Higher Ed client in the Northeast several years back.  As I was walking through the portions of our technique for defusing the angry customer, I talked about empathy.  I talked about accepting responsibility. Immediately, one of the hands in the Read more

Holiday Poem 2023 - 12/26/23


The days are getting longer, The skies are getting brighter. Festivities behind us, And festivities before us.   There’s ups and downs and change coming, And we can’t predict when or where. There’s challenges and joys and opportunities around, Of which you may or may not be aware.   But one thing we know as we look at each Read more

Refresh, Rejuvenate, Refocus - 12/19/23


It’s that time of year.  We’re going 100 miles an hour, and holiday time is upon us.  We not only have all the work to do, but we somehow have less time to do it.  We somehow have other things that are of competing interest, and even though those Read more

Serve with Integrity – 11/19/19

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

I’ve been reading a book recently about a Charlotte-based service company, and the author of the book conveys the CEO’s perspective on management, culture, and serving customers. At the back of the book, the author noted the organization’s Core Values. They are honesty, integrity, fairness, and respect. I literally did a double-take on the pages, because my company’s Core Values are respect, honesty, fairness, and integrity. Yes, the order is different, but the values are the exact same!

Maybe it’s a crazy coincidence, or maybe it’s that these are just really good values for any organization to have that truly wants to care about its team members and its customers.

Among those values, the one I want to discuss is integrity. Integrity is an important word, but it’s not always the most easily understood word. There was even a commercial a few years back where elementary school children were talking about the importance of integrity and defining it in their own words.

The way the CEO whose book I’m reading defined it was: Doing the right thing in all circumstances. It includes doing what we say we will do.

The way my company defines it is: Uncompromising adherence to moral and ethical principles.

Those definitions are not the exact same, but they don’t necessarily conflict either. The point is that we will be ethical. We will do what we say we will do. And we’re consistent about it.

My company uses the word “uncompromising.” The CEO of the service company uses the phrase “in all circumstances.”

The reason why this is important is not just because it is the right thing to do and the right way to treat other people, but it implies consistency. And where there is consistency in taking action that you stated you would take, where there is consistency in doing what is fundamentally right – the ethical thing – then you build trust.

In the long-term, you don’t want to work with somebody you cannot trust. Employees will not follow a leader they cannot trust. Customers will not stay with companies which they cannot trust.

To build lasting relationships, ensure that integrity is one of your Core Values.

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Bring Out the Best – 11/12/19

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

As a management consultant, oftentimes my job is to identify the key issues, determine the root causes, and provide solutions. We do a lot of strategy work, we conduct many research projects, and we train and train and train our clients. However, improvement usually involves pointing out what needs to be done differently, better, or more or less frequently in order to achieve the best outcomes possible.

I’ll never forget the first project that I led well over 20 years ago. My boss congratulated me on the great work. And then he said: Ed, when you’re pointing out everything that needs to improve, make sure you’re balancing it with what’s done well. Even when people need to change, they want to feel good about the things they’re doing that need to continue.

Is not that the tone of the report was negative. It’s just that there was no balance. I was pointing out what needed to be improved to try to achieve the best outcomes, but they also need to know what they’re doing great – that which needs to continue to achieve the best outcomes.

So, when you’re working with a customer, along with sharing details about what they need to do differently, praise them for what they already did well: You’ve done great managing this effort on your own. Now, to make sure that you’re even more successful, here is how we suggest starting to change things for the future.

When you’re talking to a co-worker, if they’ve given you incomplete information, show what else you need, but thank them for what they already provided: There’s some great information on this form! I just need a few more items so that we can move forward.

And when you’re speaking to yourself, make sure all the self-talk isn’t critical on what you did wrong and what you need to improve. Give yourself the occasional pat on the back for what you did right: That was a great call! I really got along well with the client, we were both pleased with how it ended and what the next steps were, and I could tell they were very comfortable, very confident, and they felt really good, too!

When you’re trying to improve, make sure you are clearly stating what’s already working well and what needs to continue so that improvement can be done from a positive perspective.

Identify what needs to be done better or differently, but do it in a way that brings out the best.

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New Ways to Celebrate National Customer Service Week – 10/1/19

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

The week of October 7 is National Customer Service Week. No, this wasn’t another holiday invented by Hallmark, so you have to go to work. Hopefully that’s the good news!

This week is typically thought of as a time to rejuvenate relationships with customers, to refocus your efforts on treating clients well, on showing your accounts or patients or members that you value and care for them. And all that still holds true.

But I’d like to consider a different track as well this week. Best practices in customer service now focus on how culture drives customer service. It’s easier to be consistent in the service experience if your employees, your internal teams operate like a cohesive unit. They have the same goal, they communicate well, they treat each other the way you want them to treat customers.

It’s the internal culture that drives the external customer experience.

So, this week, consider ways to appreciate your co-worker. Show your team member that you value them as a person, as a peer, as a professional. Ask the person sitting next to you about themselves; find ways to be supportive of them. Strive to build relationships with those you work with every day so that you can better support those you work for every day.

Ask yourself: How can I be a better teammate? How can I build positive relationships with my co-workers?

Celebrate National Customer Service Week by celebrating each other.

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