integrity | Customer Service Solutions, Inc.

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

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Serve with Integrity – 11/19/19

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

I’ve been reading a book recently about a Charlotte-based service company, and the author of the book conveys the CEO’s perspective on management, culture, and serving customers. At the back of the book, the author noted the organization’s Core Values. They are honesty, integrity, fairness, and respect. I literally did a double-take on the pages, because my company’s Core Values are respect, honesty, fairness, and integrity. Yes, the order is different, but the values are the exact same!

Maybe it’s a crazy coincidence, or maybe it’s that these are just really good values for any organization to have that truly wants to care about its team members and its customers.

Among those values, the one I want to discuss is integrity. Integrity is an important word, but it’s not always the most easily understood word. There was even a commercial a few years back where elementary school children were talking about the importance of integrity and defining it in their own words.

The way the CEO whose book I’m reading defined it was: Doing the right thing in all circumstances. It includes doing what we say we will do.

The way my company defines it is: Uncompromising adherence to moral and ethical principles.

Those definitions are not the exact same, but they don’t necessarily conflict either. The point is that we will be ethical. We will do what we say we will do. And we’re consistent about it.

My company uses the word “uncompromising.” The CEO of the service company uses the phrase “in all circumstances.”

The reason why this is important is not just because it is the right thing to do and the right way to treat other people, but it implies consistency. And where there is consistency in taking action that you stated you would take, where there is consistency in doing what is fundamentally right – the ethical thing – then you build trust.

In the long-term, you don’t want to work with somebody you cannot trust. Employees will not follow a leader they cannot trust. Customers will not stay with companies which they cannot trust.

To build lasting relationships, ensure that integrity is one of your Core Values.

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