encouragement | 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

2019 Holiday Poem – 12/24/19

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

There is joy absolutely everywhere,

Sometimes you just need to look for it.

There are birds and babies.

There are flowers and sweet older ladies.

You just have to look for them.

People hold doors open for others, with smiles.

There are days when you can see for miles.

You just have to look for them.

There are friends and family to hug with abundant laughter.

There are gifts to give, and thanks to offer.

You just have to look for them.

There is fresh air to breathe,

Pets to pet,

Books to read.

There are bright eyes to see…

You just have to look for them.

There is joy out there. Look for it if you want to find it. Provide it, and you will receive it.

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







Encourage the Customer – 12/17/19

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

Everybody sing with me:  Feelings, whoa whoa whoa, feelings…

Excellent old song, and be thankful that I’m just writing the words and not singing to you.  While not all of us are comfortable with discussing feelings, feelings are an important part of the customer experience.

No, you can’t make someone feel a certain way, but there are things you can do or say that help to engender certain kinds of feelings.  That’s why we talk about conveying appreciation for the customer, so they will hopefully feel valued and important.

You also want customers to feel comfortable with your business and confident in their experience with you.  You want them feeling positively about the relationship.  Much of their perceptions about you and your organization, much of their decision-making about whether to stick with your company is about their feelings.

To build their comfort and confidence, consider encouraging your customers (as well as your co-workers).  Encourage them for what they’ve doneYou’ve made great progress. OR I’m impressed with what you’ve done.

Encourage them for what they will doThanks for moving this forward. OR Thanks for taking leadership on this item.

Encourage them for who they areI appreciate your great attitude and energy. OR I appreciate you bringing so many productive ideas to us!

To engender positive feelings, encourage the customer.

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







Words of Encouragement – From You and For You – 8/8/17

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


Comfort and Confidence. These are qualities you want to build in your customers. Their comfort level in working with your organization. Their confidence in you and your business.

And these are qualities staff generally want as well – to be comfortable and confident. When I note that employees want to be comfortable, I’m not saying comfort to the point of being unchallenged or apathetic. I’m saying comfortable enough in the environment where they can be open in sharing their views and ideas, and be open to hearing the perspectives of others as well.

It’s best to have comfortable and confident customers and co-workers because trust is more easily created, relationships are more fully developed, and loyalty is more easily engendered.

So let’s address how to build comfort and confidence by simply being encouraging of others. You could tell customers:

  • You completed the first step in the registration process – good job!
  • You did everything right so far! We just have one more step.
  • You asked excellent questions or That’s a great question!
  • You’re making great progress.
  • You’re definitely doing your part.
  • You called the right number.

For co-workers, you could say:

  • You’re always so organized.
  • You made this process so easy for me.
  • Thanks for being so responsive.
  • Your preparation made the process flow very smoothly.
  • I love how you handled that situation.
  • Great job on the report!

Why are we talking about words of encouragement? Because they convey appreciation, and they also reinforce positive words and actions of the person you’re speaking with – words and actions you’d like to see repeated. So those words of encouragement actually help you as well. Your encouragement creates an environment where the other person is more comfortable and confident that what they did (those words and actions that made YOUR life a little better) is something they should do again.

Offer Words of Encouragement to help others build comfort and confidence.

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