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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

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

When Kindness Means More in Customer Service - 12/9/25


Since a large part of the work we do at CSS includes customer research, we have seen tens of thousands of comments over the years about staff, and it is great to hear the positives that customers, fans, and account holders say about our clients’ team members. One word that Read more

Don’t Create the Second Complaint - 12/2/25


Maria was upset.  Rightfully so.  The product delivery was delayed, she couldn’t get anybody on the phone, and nobody would reply to her e-mails.  So, she went down to the store, and she found a customer service representative. After the initial greeting, the employee listened to Maria’s complaint.  While Maria Read more

Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

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Pressure is a Privilege, but… – 1/13/26

Posted on January 13, 2026 in Customer Service Tip of the Week Please leave a comment

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 situation within a given game where how you perform can determine the outcome.

So, yes, in ways, pressure is a privilege, but…pressure is still pressure.

In the world of customer service, you – as a customer service professional – are under pressure a lot.  And oftentimes, you’re under pressure because of nothing that you did.  It was because of some product flaw that took place in a manufacturing plant six months ago.  It’s because of a bad experience that an attendee to an event had with one of your co-workers.  It’s about some misinformation that went out via e-mail or on the website, and now people are upset.  It’s a complaint about the facility that you didn’t build, with a policy that you did not enact, with a process that you did not design, or the price that you did not quote.

Why You’re in a High-Pressure Situation

You’re in this situation where pressure’s involved, but as I said earlier, it’s a privilege to be there.  It’s a privilege because you find yourself in this position for a reason…

Somebody thought you had potential, so they entrusted you with your responsibilities.  Somebody thought this was an opportunity for you to grow, and they wanted to offer you the chance to improve.  You exhibited empathy and understanding, and someone believed your qualities enable you to deal with challenges.

You’re experienced, and you know how to handle difficult situations.  You excel at communicating or at defusing negative emotions.  You make the company look good by how you care for their clients.

You find yourself in pressure situations for a reason.  Somebody thought you have potential, or you have great qualities, or you’re highly skilled…or all of the above.

View pressure as a privilege.

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While I’ve Got You on the Phone… – 1/6/26

Posted on January 6, 2026 in Customer Service Tip of the Week Please leave a comment

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 can accomplish every day/week/month.  I like to know what the “Big Rocks” are – to use a Stephen Covey phrase – as I make sure to address these top priorities.

A pitfall I run into is that sometimes I’m so big on planning that I don’t take an action that presents itself in the moment.  I, instead, put it on the To Do List to address later.  This has been an issue of mine that I’ve been working on for years, and I’m always amazed when I see people who don’t have this same issue.

How do I know that they don’t have this issue?  I know because I witness it when I am the customer, and they are the employee.  Here are 3 examples…

Instead of telling me that they will follow up to schedule our next meeting, during the conversation they ask if I have my calendar available so we can go ahead and schedule that meeting.

There are a couple things that the employee and I will have to deal with over the next couple months, so instead of just putting that on their To Do List, they will say: While I’ve got you on the phone, do you have 5 more minutes to address two other quick points?

We’re about to wrap up our phone call, and they just described that the next step is for me to fill out a form.  Before they end the call, they say: I’ll be happy to guide you through the completion of that form right now, if you would like.

There are so many benefits to taking this approach in terms of time savings for your organization and your customer, engendering goodwill, and increasing the likelihood that timelines are met.

When laying out a next step with the customer, offer to address it RIGHT THEN.

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Pass the Quick Impression Test – 12/30/25

Posted on December 30, 2025 in Customer Service Tip of the Week Please leave a comment

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, but they can color the customer’s perception of the employee or the organization that affects their demeanor during the encounter.  First impressions can create an immediate conclusion that, if negative, must now be overcome.

Let’s say you’re the customer.  You pull up to the teller window at the bank with no other customers around.  The two employees in the teller window are talking and laughing with each other and not acknowledging you.

You walk into the home improvement store, and three employees walk by you without making eye contact.  You start to feel they are purposely avoiding you.

You are waiting to check out at the retail store, and the employee is looking at their computer screen while reaching out with their left hand for you to give them the clothes you’re purchasing.  No eye contact, no smile, no words…just an outstretched hand.

The customer can tell a lot about a company very quickly.  And maybe their conclusion is not accurate because they’re basing it on something they experience in less than 7 seconds.  However, that quick impression either gets the encounter started positively, or it can put the employee behind the “8 ball” right off the bat.

Don’t risk allowing a negative immediate impression to become a long-term perception.  Make sure that when customers experience your details and how you engage them, they are drawing positive conclusions about how much you care about them.

Pass the Quick Impression Test.

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