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Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

Affirming the Customer with Empathy - 4/14/26


We’ve spoken and written about empathy for the 20+ years of these customer service tips, noting empathy as the most important quality any individual can have if they want to be great at customer service.  We’ve shared that - in order to serve our customers most effectively – it’s Read more

The Power of Teaching While Helping - 4/7/26


If you’re trying to develop a relationship with the customer rather than just simply handling their transaction and moving on, you are taking a long-term view.  You realize that that individual is someone you want to keep with your business for months or years to come, so it’s a Read more

Bear with Me - 3/31/26


As a customer, you’ve probably called a company and heard the phrase “bear with me.”  At that point, you know there’s going to be some sort of delay.  The CSR is giving you a heads up that there’s going to be additional wait time.  Essentially, they are trying to Read more

Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

Don’t Bury the Lede - 3/17/26


Mary was working at the office, and she received an e-mail alert from the water company.  There was a water outage in her neighborhood.  It looked like it was going to be a couple hours to fix the issue. Sure enough, a few hours later around mid-afternoon, Mary received another Read more

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

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How You Interact Means $ and Sense

Posted on January 11, 2012 in Business Advice, World of Customer Service Please leave a comment

According to a Bain & Co. retail study, when customers view their interactions with sales employees positively, the customer will purchase – on average – 50% more items. Also, "The odds of repeat visits also go up significantly," Bain noted.

So how can you provide a great experience in that 1-on-1 “Moment of Truth?” Well, let’s start with a couple Don’ts:

· Don’t script…unless you can really ensure all staff sound sincere (Chick-fil-a does a generally good job with staff responding to a customer’s thanks with “My pleasure”), the script will hurt more than it helps.

· Don’t push…don’t push your product to the point of ignoring the needs of the person you’d like to purchase the item. Instead, pull information from them about the issues/needs/goals they’re trying to address. Then you can provide the solution in the form of your product or service.

· Don’t rush…in society’s often frenetic pace, patience with a customer is one of the greatest virtues you can have in conveying that you care.

How about a few Do’s:

· Do view the conversation as a sandwich. The meat is in the middle, but you have to have that great bread surrounding it all. Open positively, and close with appreciation. Make sure the last opinion the customer has is that you cared about them and appreciated them.

· Do ask questions. We do a great deal of mystery shopping at CSS, and invariably the employees who perform best are those who ask enough questions to specifically understand that customer’s unique perspective, issue, or need.

· Do paint a picture for staff of what is GREAT customer service. Companies need to stop assuming that employees know the difference between good and GREAT. In order to deliver GREAT customer service, businesses need to be very intentional about describing what it is, what it looks like, and how to do it.

To get more business, loyalty, and dollars from customers, use these common sense suggestions for improving customer service.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Secret Shopping to Uncover…Great Customer Service?

Posted on December 21, 2011 in Business Advice, Healthcare Please leave a comment

We’ve done enough secret shopping for our clients to know that employees are not happy to learn that they might be shopped. It’s tough to get evaluated, and it’s especially tough when the evaluator is some mystery person. But in the article Secret shoppers reveal best in customer service, a mystery shopping engagement in California results in…awards!

The secret shoppers identified eight residents who provided exceptional service, and the eight individuals were rewarded with certificates and prizes.

This is the part that many organizations forget when they do research – whether that research is a customer satisfaction survey or a mystery shopping engagement. The goal is not just to see what you can do better, but it’s also to celebrate success. We often talk about redirecting people when they do poorly and reinforcing what they do right. It’s not about punishment; it’s about improvement. And one of the best ways to improve is to highlight (and then replicate) success!

We have a hospital client which we meet with quarterly to review patient satisfaction survey results and create Action Plans for the upcoming quarter. Well over 60% of the Action Items listed deal with sharing positive results with staff, recognizing customer service stars, and celebrating success.

So when your organization does research, remember that’s it’s not about the “gotcha” moments. It’s about finding opportunities to improve and opportunities to reward and recognize.

Get shopped to highlight great customer service.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Take a Football Approach to Changing Corporate Culture

Posted on December 15, 2011 in Business Advice, Sports Please leave a comment

As the NFL regular season draws to a close over the next 3 weeks, it’s a good time to get in some football analogies – particularly analogies that relate to business. Many coaches attempt to create a team culture, believing that how they work, communicate, relate, and interact on an ongoing basis impacts their on-the-field success.

We agree.

Consider these keys to creating your own corporate culture just like a successful football coach.

Target the Super Bowl

· If a healthy culture is defined as having everyone on the same page, going in the same direction. You have to define the “direction.” Leaders need to set long-term goals for the organization – a Vision of what it wants to achieve or what it wants to become. To most professional football teams, it’s the Super Bowl. Create that Vision.

Score More than the Other Guys

· Understand that getting to the Super Bowl (your Vision) requires you to accomplish certain milestones along the way. Know those milestones, those nearer-term goals for your organization. To an NFL team, they cannot get to the Super Bowl without winning games, and winning is defined simply as scoring more than your opponent. Define your organization’s milestones.

Know Who to Block

· Make sure everybody understands their individual roles. Lack of clarity for an Offensive Lineman can cause his quarterback to be sacked. Lack of clarity for a customer support person can cause an organization to lose a customer. Be clear with everyone on their individual role.

Huddle Like a Football Team

· Teams huddle to call out the play. When do you get all your individuals (or individual departments) together to discuss how you’re going to work on the next project or initiative? Everybody needs to know how their role will fit into the team picture, and they need to know the roles of others around them. Huddle with co-workers.

Get First Downs on the Way to Scores

· Don’t always through the long-bomb. Winning a game involves about 150 plays. If you keep moving forward on offense 10 yards at a time, you’ll keep progressing toward the goal line. Don’t feel like you have to do it all at once. Have a plan. Work the plan. Celebrate each first down, celebrate more on scores, and celebrate like crazy when you win.

With the right Vision, understanding of near terms goals, clarity of roles, communication, teamwork, and great execution, maybe your last celebration will be your Super Bowl!

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


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