csr | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Create Mutually-beneficial Relationships – 3/10/20

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

We have worked with many clients over the years who have long-term staff in customer service roles.  At some point, the company decides to add a sales component to the responsibilities of the representatives, and the sparks start to fly!

I was not hired to sell. This is not in my job description. I’m a service person, not a salesperson. Customers don’t want us pushing stuff on them.

These are the kinds of objections that management gets from staff, and many of these objections are entirely valid.  For an organization to effectively pivot from purely service to service with some sales, leadership has to instill a mindset that it is possible to have a mutually-beneficial relationship with customers.  It’s not just that the company benefits from the customer’s purchases.  We also need to see how the customer benefits from what the company can provide.

When we were conducting a workshop with a client recently, we asked how to create mutually-beneficial relationships with customers.  This is some of what they said:

  • We provide them information that might save them money, such as information on rebates.
  • We provide educational information and services on trends in industry, technology, regulations, policies/procedures, and other information of use to them.
  • We have a loyalty program for their ongoing use of our products and services.
  • We understand what they want and need, we’ve asked them about their goals, and we take action based on what they tell us.
  • We know our products, so we can make sure we match up a specific need with a specific product.
  • We know our services and how to fix issues quickly, so we can be very responsive to their challenges.
  • We have connections with other groups within our organization and with other organizations, so if there’s something they need that we don’t provide, we know how to make that match.
  • If we know something is going to be backordered, we identify it and proactively reach out to them to make an alternative offer.

Some of what the client personnel told us related to positioning yourself as an educator for customers.  Some examples related to understanding your business exceptionally well so you can match their need with your solution.

Some comments related to being proactive on sharing information that might save the customer money, or being highly responsive when issues arise that might challenge them.  And some of these ideas simply dealt with knowing the customer better as well as knowing where to go to meet customer needs, even if it wasn’t within your particular organization.

If part of the customer service representative’s responsibilities is to sell, make sure that the organization and staff first understand how to create a mutually-beneficial relationship.

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A Representative Success! – 12/11/18

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


I was in a meeting recently with a client, and it was interesting to chat with one of their best customer service representatives. This is an employee who works with the same business clients every month, and when she described what she does, best practices started flowing.

She knows her customers so well that when she sees their phone number pop up as they call her, she immediately knows who it is that’s calling. She immediately recalls: Jane is a cat person; Bob’s been having a hard time lately. She then starts the conversations by asking about their kids or their family or their work or their pets.

She thinks of these nuggets and utilizes them for those she cares about – her customers.

There are thousands of individual products and hundreds of pieces of equipment and parts that her company sells and services. But she is exceptionally knowledgeable about the details such that she not only knows what the product is, but she also knows which clients might be interested in which products based on which promotions.

She is fortunate to be in a company where the culture is more about relationship-building and development than it is about quick handle times on the call. That positive cultural focus enables her to be patient with the customers in-the-moment as well as to think long-term about how she handles the call today and the impact that will have on her relationship and sales moving into the future.

She communicates frequently and freely with her regional sales managers, and they have a clear understanding of when and why one would communicate with a particular client versus the other.

The skills and attributes of this individual are the skills and attributes of somebody who truly cares about her customers and cares about her job as well. These are attributes that focus on long-term thinking, and the result is long-term success.

Learn from this representative’s best practices!

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Be Like Mike – 10/7/14 TOW

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It was the 1980s, and cell phones were new. You had the soft, black carrying base the size of a phonebook, and you dreamed one day of getting a flip phone…

True Story – Dave was losing service on his cell phone, and he had an urgent need to get it fixed. He was getting ready to go on a business trip, and he needed the phone to talk to several of his customers, with many of the discussions needing to be taken care of “mobiley.”

So Dave called his cell phone provider, and the customer service representative (CSR) picked up the phone.

Dave: “Are you a basketball fan?”

CSR: “Uh, yes.”

Dave: “Well there’s 2 seconds left, you’re the coach. The ball needs to go to Michael Jordan to win the game. Now, I want you to stand up at your cube, look around the office, and get me in touch with your Michael Jordan.”

The CSR puts Dave on hold and transfers the call to the lady sitting right next to him – Theresa. She takes the call, identifies Dave’s needs and his situation, and promises to address the problem. She does everything perfectly!

Three hours later, Dave hears his phone ring for the first time in days; it’s working! Theresa had called to tell Dave that they had figured out the problem. It wasn’t an easy solution, but she got it done.

Several months later, Dave’s in his office, and he remembered the situation. He wrote a letter to the company praising Theresa and providing all the details he could remember.

About 9 months later, Dave gets another call from Theresa. She said she’s moving to Memphis – she got a promotion and was now VP over customer service for her company.

Dave: “Congratulations, Theresa! I’m so happy for you!”

Theresa: “If you’re ever here, please come into the office. And if you come into the lobby – there’s a glass case with awards, trophies, and plaques. Right in the middle of the display, there’s a framed letter – it’s the letter you wrote. Thank you, Dave!”

Theresa was the go-to person. She was Michael Jordan. She produced in the clutch, and she was rewarded.

As the old commercial says, “Be Like Mike.”

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