humble | Customer Service Solutions, Inc.

Keep in Mind 3 Key Questions - 11/22/22


Customers want to be heard.  If they have an issue or need or something that requires your support, they want to be understood. When we are trying to find a resolution or fulfill a need, when we’re trying to help a customer achieve their goal, sometimes we can be so Read more

Don’t Let This Shot Affect Your Next Shot - 11/15/22


When I was a teenager, I used to play a lot of golf, and I was pretty good for my age.  I’d have a good attitude and enjoyed the game, but if I hit a bad shot, I’d get upset.  And more often than not, that one bad shot Read more

Value the Customer – Actions to Adopt and Avoid - 11/8/22


When conducting research for a local government CSS client, we interviewed and conducted surveys with many of their customers.  We analyzed the results of the research based on those who had a great experience v. those who did not.  We uncovered that there were distinct differences between customers who Read more

Appreciate to Appreciate - 11/1/22


Why doesn’t Jay, my co-worker, respond to my e-mails or get his task done on time? It’s hard to respect the delay, the incomplete work, the lack of follow through on the part of your co-worker. Why does the customer seem so harried and so frustrated? It’s hard to value the customer Read more

The Customer Can Hear Your Attitude - 10/25/22


Sherry was sitting in the lobby, waiting to be called back for her appointment.  Just off the lobby was an office that Sherry was sitting near.  The person in the office was on a phone call, but Sherry couldn’t see the employee.  She could tell it was a call Read more

How to Handle the Customer’s Error - 10/18/22


Are all of your customers perfect?  Anyone?  Bueller? Of course, customers are not perfect.  Neither are we, but let’s focus this Tip on what they do wrong and what we can do about it in a professional, positive, and productive manner: When the customer isn’t clear, you respond: Is it OK Read more

Critique Yourself before Others Do - 10/11/22


When we’re criticized, we can get defensive, push back, deflect blame to others, and focus more on defending ourselves than really listening to what the other person is saying.  And some of us who get defensive, once we allow our emotions to settle, take time to reflect on what Read more

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

A Lesson in Humility – 10/27/15 TOW

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


Sarah was very excited about her new reading partner. Miss Jenny had never volunteered at this elementary school before, so she wasn’t certain what to expect when she showed up for her first day with her new reading buddy. When she met Sarah, Miss Jenny smiled, and Sarah’s eyes lit up.

They went to the school library together and read and talked, then read and talked some more. Then week after week throughout the school year, they met again – and read and talked again.

At the end of the school year on their last day together, Sarah gave Miss Jenny a hug and said “thank you for reading to me.” Miss Jenny thanked Sarah and talked about how much she enjoyed the time they had together.

As Miss Jenny walked away, Sarah’s teacher asked Sarah if she knew what her readying buddy does. “Yes,” replied Sarah, “she reads with me.” The teacher said, “Oh, I meant, do you know what she does for her job?”

“No,” Sarah replied.

“Well she’s a very successful business owner here in town,” said the teacher.

“Okay,” Sarah said, and then Sarah walked back to her desk – apparently impressed with Miss Jenny, but not impressed with her job. What was clear is that Sarah didn’t care about Miss Jenny’s job – she just appreciated her reading buddy. What’s also clear is that Miss Jenny never bragged about her job or her professional accomplishments – all of the time and discussions with Sarah were about…Sarah.

Why am I bringing up a community service story to discuss customer service? Because greatness in community service has a thread of humility in it. The community service is for those being served, not about those serving.

Similarly, great customer service isn’t about the service provider. In that moment of truth with the customer, it’s about the customer. It’s about addressing their need, their emotions, their issues, and their goals. It’s not about our ego or our experience or our superior knowledge of policies, procedures, rules, and regulations.

Although it would be great if the customer stroked our ego, that’s not their responsibility. That’s more our own responsibility and that of our employer.

When engaged with the customer, when serving others, we need to bring humility to the encounter.

In customer service, let us help others with a humble heart.

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