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Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

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

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Words of Encouragement – From You and For You – 8/8/17

Posted on August 8, 2017 in Customer Service Tip of the Week Please leave a comment


Comfort and Confidence. These are qualities you want to build in your customers. Their comfort level in working with your organization. Their confidence in you and your business.

And these are qualities staff generally want as well – to be comfortable and confident. When I note that employees want to be comfortable, I’m not saying comfort to the point of being unchallenged or apathetic. I’m saying comfortable enough in the environment where they can be open in sharing their views and ideas, and be open to hearing the perspectives of others as well.

It’s best to have comfortable and confident customers and co-workers because trust is more easily created, relationships are more fully developed, and loyalty is more easily engendered.

So let’s address how to build comfort and confidence by simply being encouraging of others. You could tell customers:

  • You completed the first step in the registration process – good job!
  • You did everything right so far! We just have one more step.
  • You asked excellent questions or That’s a great question!
  • You’re making great progress.
  • You’re definitely doing your part.
  • You called the right number.

For co-workers, you could say:

  • You’re always so organized.
  • You made this process so easy for me.
  • Thanks for being so responsive.
  • Your preparation made the process flow very smoothly.
  • I love how you handled that situation.
  • Great job on the report!

Why are we talking about words of encouragement? Because they convey appreciation, and they also reinforce positive words and actions of the person you’re speaking with – words and actions you’d like to see repeated. So those words of encouragement actually help you as well. Your encouragement creates an environment where the other person is more comfortable and confident that what they did (those words and actions that made YOUR life a little better) is something they should do again.

Offer Words of Encouragement to help others build comfort and confidence.

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