confidence | Customer Service Solutions, Inc. - Page 5

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“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

Change Your Style on the Fly – 5/22/18

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


I was talking to a client recently, and we discussed the importance of relationship-building in their position. So I asked, “How do you develop a relationship?”

The client offered several points, one in particular piqued my interest – she said: “I have to understand how I communicate, and I have to be open to communicating differently.”

Essentially, she conveyed that she had to be self-aware, and she had to be willing and able to tweak her communication style to best work with the customer.

Being able to recognize what works with each client, knowing how to change, and being willing to change your style of communication based on the situation or the individual involved is a high-level customer service skill.

You have to know when to slow down your pace of talk based on how the other person prefers to communicate and how well they are understanding what you’re saying. You have to know when to sit or stand, lean-in or sit back based on what makes them more comfortable or builds their confidence.

You have to be willing to pick up a phone and call somebody even though you prefer e-mail, or be willing to meet with someone even though you prefer not to make the drive. Sometimes they want to text even though you have an aversion to doing that in business.

This is not to say we have to change who we are in any way. This is to say that if we want to deliver a great experience and build relationships, we have to understand each unique customer and what about their experience with us builds their comfort and confidence level. And since some of those experiential characteristics are communication-related on our part, we need to make the refinements necessary to build that client relationship.

Learn when and how to change your style on the fly.

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Get to Know Yourself Better – 1/30/18

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


Confidence in your ability to deliver customer service is exceptionally important. I often quote Vince Lombardi who said “Confidence is contagious, and so is lack of confidence. And the customer can recognize both.”

Confidence is important to you and to the customer. It lets the customer know whether they can trust and believe you, or not. Should they follow what you say, or should they “answer shop?” Should they accept your explanation, or should they ask you 15 follow-up questions? Much of their response (and whether they end up wasting your time or the time of your co-workers) is based on your confidence.

So, what creates confidence?

Judith Bardwick (management consultant, psychiatrist, author) once said: Real confidence comes from knowing and accepting yourself – your strengths and your limitations – in contrast to depending on affirmation from others.

Starting with the last point first, don’t seek affirmation from others in order to drive your confidence. If you receive the compliments, then great! That’s a bonus. But don’t rely on someone else to do something for you in order for you to create a positive self-image.

Bardwick believes that being confident outwardly is based on your inward knowledge. Do you know your own strengths and weaknesses (or “limitations”)? Do you accept those? When I say “accept,” I’m not saying that you should refuse to improve, but at least be honest that that’s who you are at that specific moment.

Do this exercise to build your confidence in front of customers. Simply take out a sheet of paper, and write down 5-10 of your strengths that relate to customer service such communications, relationship-building, organizational skills, and other characteristics of people great at customer service. Then, write down 5-10 areas that are shortcomings or at least not your core strengths.

Then review the list. Tell yourself “yes, this is me at this moment. I am REALLY good at these 5-10. These other points are areas where I’m not great and may need to improve in the future.”

That knowledge and acceptance will help you to be more conscious of what to leverage when serving others (your strengths), and what situations to avoid or seek support in (your limitations).

Get to know yourself better to serve your customer more confidently.

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Groucho Marx and 8 Times More – 1/16/18

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Groucho Marx once asked “What would you rather believe? What I say, or what you saw with your own eyes?”

Now, my answer would be “I’d rather believe BOTH!” But, if the question was “What do you believe?”, then – for most people – the answer leans toward “What I saw.”

Research has shown that in face-to-face conversations, people are 8 times more likely to draw their conclusions about you based on your body language than based on your words.

So even if you try to think of the perfect thing to say, they’re noticing your posture, what direction you’re facing, your arms, your eyes and mouth, and your hand gestures.

The words you say are like the words written on the page of a children’s book, but how you physically appear to the other person often is like the page’s illustration that is more memorable to a high percentage of the readers.

So, face the customer or co-worker, with shoulders parallel to those of the other person. Be conscious of your eyes and eyebrows – using them to convey focus and interest in what’s, well, interesting!

Nod to confirm agreement or understanding, smiling to establish rapport and convey warmth. Have good posture – professional enough to convey confidence without appearing rigid.

Use hands and arms to convey openness and interest, and have a slight body lean forward when you’re listening to convey that what they’re saying is important.

It’s the little things that matter to many, and these little non-verbal things matter 8 times more to many people than what you say.

Send the right message to what they’re seeing with their own eyes.

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