consistent | Customer Service Solutions, Inc.

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

A Way to Serve with Empathy – 11/2/21

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

We first wrote a Tip of the Week on empathy back in 2008. It was the most important customer service skill then, and it’s the most important customer service skill now.  And as we’ve noted in society, empathy is becoming a word that is used more often in more aspects of life.  The word is important, but the application of that word in customer service is even more important in what you and I do every day.

We’ve often said that somebody who is great in customer service is great at asking questions.  But an incredibly important skill to have and utilize in order to ask the right questions in the right manner is the ability to be empathetic.

To meet a need right the first time, you have to know the need.  To resolve a problem – permanently – you have to be able to get to the root cause.  To develop a relationship with someone, you have to get to know them individually.  To retain business, you have to know why they’d stay, and why they’d leave.  To improve a process, you have to understand the process.  And to grow relationships with your clients, you have to get to know their goals and aspirations.

To know a need, to get to the root cause, to know someone individually, to know why the customer would leave you, to understand a process, and to know your customer’s goals and aspirations, you usually have to ask:  “What are you hoping to accomplish?”  “Why did that happen?”  “What brought you here today?”  “Why did you choose us?”  “Can you tell me what step happens next?”  “Where would you like to be a year from now?”

Being empathetic means you care enough to understand the customer and what’s unique about them and their situation.  Being empathetic means you care enough to ask a question in order to get the answer.  Being empathetic means that you’re asking the questions in such a way as to get a response from somebody who believes you care enough to be inquisitive, and you will act on their response.

If you want to build your customer service skill set, show your empathy by being inquisitive.  Show your empathy by asking questions in a manner that conveys you care.

Share your empathy by showing your curiosity about the other person.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


Channel Your Inner Aristotle – 10/26/21

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

Aristotle once said: We are what we repeatedly do.  Excellence, then, is not an act, but a habit.

This is a very interesting statement.  We need to break it down to fully understand and appreciate it.

We are what we repeatedly do.

Let’s focus on the word repeatedly.  None of us is defined by any individual action, or at least we should not be defined by that one instance or those few occurrences.  How we define ourselves and how we can summarize who we are is by the repetition of what we do. Theoretically what we do is a reflection of who we are, especially if what we do happens over and over and over again.  Maybe these are repeated mistakes or errors, repeated inactivity or inaction.  Maybe they are repeated acts of quality, selflessness, support for others – our co-workers and customers.

Excellence, then, is not an act, but a habit.

Aristotle takes the positive approach to evaluating our repetitious actions.  He talks about defining excellence in terms of the good that we do over and over again.

He then uses the word habit.  That excellence is not one action.  Excellence is something repeatedly done.  Excellence is a habit.

So, what does this all mean as it relates to customer service?  It talks about the importance of forming habits.  It’s the importance of consistency, the importance of avoiding becoming the on/off switch.

If we want to build trust with our co-workers, we need to consistently do what we say we will do.  We need to consistently respond to their requests or reframe the follow-up time.  We need to consistently meet the deadlines and provide quality work, or let them know if they should expect the slight delay.

With our customers, excellence is not necessarily that one phenomenal moment of truth.  Conversely, excellence is not necessarily hindered by that one mistake you made, that one omission you had, that one error you produced.

Excellence is defined by the consistency of doing the good job.  The consistency of treating people with respect.  The consistent quality and responsiveness and effort to do what’s right on behalf of and for the customer.

Don’t be overly critical of yourself for the one mistake or the one omission.  You can still move toward excellence by forming consistent habits of great customer service.

Channel your inner Aristotle.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


Who are Your Best Customers? – 6/29/21

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

A major medical supply company called Medline is in the process of being acquired.  It is an organization that has grown by leaps and bounds, particularly over the last decade.  It is currently a family-owned business, and the member of that family that serves as President of the organization is named Andy Mills.

Several years ago, Mr. Mills was part of a conversation with other healthcare executives, and each person was asked to describe how they treat their best customers.  Mr. Mills said that Medline doesn’t have any “best” customers.  According to a recent article, he stated that “Once you say one customer is more important, you’re giving your team permission to not give their best effort to everybody.  We want everybody to get our best effort. I really believe that, and from day one we emphasize how what they’re working on matters to our customers and end users.”

Now Mr. Mills was not saying that all customers are the same, or all have the same concerns or priorities, or that all customers bring in the same revenue to the business.  He said that they don’t identify any particular customers as better than the others. This may seem like a little bit of a nuanced response, but it’s extremely important.

Every customer we have, no matter the issue or the amount of sales they account for in our business, every customer is important; every customer should be valued; no customer should be viewed as being better than others.

I remember a story of a general – decades ago – in the Army who allowed one of the servicemen to make a previously unscheduled visit home. One of the general’s key staff came into his office and professionally suggested to the general that he should not have treated that one serviceman special. The general replied: “I try to treat everyone special.”

Regardless of the financial value of the person standing in front of us, every one of them has value.  None are better or worse than the previous customer.  We can’t view customers as being better or worse than others.  We need to view them all equally, and if that means that they are ALL the best, that we need to treat them ALL special, then so be it.

Don’t turn on the light switch of excellence for only certain customers.  Provide consistently great customer service.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page