feelings | 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

Foster Positive Feelings – 1/4/22

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

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, when customers are providing a word-of-mouth evaluation of our businesses, what they are mostly sharing is their feelings.  Sure, they’re telling their buddy, their co-worker, their spouse, or an acquaintance about the specifics of their experience in working with our businesses.  But they are also sharing their feelings.  How they paint the picture of their experiences is often based on the feelings they take away from their interactions with us.

So, if word-of-mouth can generate business for us, if word of mouth – when negative – can keep potential new customers from even considering our businesses, then the question becomes:  How do we engender positive feelings from customers?

Feelings We Want Our Customers to Have

Most of us want our customers to feel comfortable in working with us.  We want them to have enjoyed the experience, to be confident in what we’re doing, to feel respected, to feel like we valued their time.

If these are some of the feelings that we want our customers to have, some of the positive feelings that they could share in conversations with others, then we need to determine how to engender these feelings.

Foster Positive Feelings

Consider these points:

  • Strive to make your customers feel comfortable – with the environment, the process, and the plan.
  • Be consistent, knowledgeable, and effective enough to gain their confidence.
  • Be efficient enough, patient enough, and communicate well enough so that they feel you valued their time.
  • Tell them they are important, and convey it with your actions and your responsiveness.
  • Use your body language, your tone of voice, and how you engage them with your words to convey true respect.

To foster more positive word-of-mouth, work hard to foster positive feelings in the heart of your customers.

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Poll the Kids?

Posted on in Business Advice, Education Please leave a comment

In a recent article on azcentral.com (http://www.azcentral.com/community/phoenix/articles/2010/09/23/20100923glendale-deer-valley-district-poll.html), the Arizona Republic notes how a local school district polled students on such aspects of the school experience as safety, friendship, and the likelihood to graduate.

Our firm conducts these studies for many of our clients as well as providing mystery shopping services at the primary education, community college, and university levels. And while you can argue with some of the methodologies used for delivering the survey, what makes the information in the article particularly interesting is the fact that the survey asked about the student as a person – it asked about their personal feelings.

Think about your customers; when you conduct surveys, you’re often asking about demographics, preferences in products, certain aspects of the customer service you provide or your facilities and processes. But many customers create an affinity for the businesses they patronize based on how that company makes them feel, about how the experience makes them feel.

So why not ask them about their feelings?

One of the last things you want from a customer is apathy; so the best way to identify those that are apathetic is to ask about their feelings. Remember that 2/3rd of lost business is because the customer feels like you don’t care. So if their feelings contribute to their loss, you need to get in the habit of asking about their feelings.

Look at your surveys, and ensure they address how your customers feel about their relationship with your company, how they feel about the experience they have in interacting with your business – the people, processes, facility, and website.

To get a feel for your customer’s true satisfaction, ask how they feel.

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

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