issue resolution | 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

Hearing is Believing – 12/10/19

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

“I just want to be heard.”

When I work with clients whose customers are the community, this is a phrase I’ve heard far too often from residents.  For retail businesses and other industries where there are many choices, often customers will take their business elsewhere instead of complaining.  But with government services, there’s often only one place to go for a particular service – the government.

Residents understand that when there are issues, a local municipality won’t be able to offer a gift card or a 10% discount on the next purchase.  Residents understand that a complaint won’t result in some compensation or possibly even a fix.  So, what do residents want?  Many just want to be heard.

Usually when a resident is venting to me about a government client, when they say that they want to be heard, they’re typically referring to two things:  The attitude and the action.  A listening attitude is conveyed when the employee is focused on them, the employee is patient about the issue, doesn’t interrupt, and is empathetic and understanding about the situation.  Residents want to know you understand what’s unique about them, possibly by stating the situation back to them.  And they want the body language and the tone to reflect that listening orientation.

But being heard also can imply action.  Maybe the employee said all the right things in the right way to the customer, but if the employee does nothing with the information, often residents interpret that inaction as not being heard.

Now, taking action doesn’t necessarily mean resolving the issue.  But at least investigate it further.  Ask a co-worker for advice.  Suggest an alternative solution.  Let them know you’ll share the concern with leaders so that similar situations don’t happen to others.  Tell them what they could do in the future so that the situation won’t arise again.  And if you did something for them, tell them that you did it.  They won’t know you took action until you tell them you did so.

Many complaining customers just want to be heard, and not until they feel that they have been heard do they believe that you care.

Convey you care by conveying you heard them with your attitude and action.

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You Do Know Jack – 6/4/19

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


Have you ever had a co-worker who causes more problems than they solve? Simple things they do are often, from a procedure standpoint, correct. But the way they handle situations makes them come off as indifferent. Let’s call this co-worker “Jack.”

Even though certain actions by Jack may seem innocent and not intended to convey indifference, the customer could walk away feeling negatively. Here are some of those actions to be wary of when Jack’s engaged with a customer…

Jack knows the answer to the question, so Jack interjects while the customer’s talking….or…maybe Jack quickly ends the conversation after providing an answer (but before he confirmed they got their need met)….or…Jack might talk exceptionally fast to the customer. These could all be innocent actions, but they could all convey that Jack’s impatient. Jack’s rushing the customer. Jack’s trying to get to the next call or move this customer along.

When the customer makes a complaint, Jack makes it ABUNDANTLY clear that he is not the one responsible. He knows that others were involved with that issue, and he was NOT part of the situation. These may all be facts, but what they do is they focus the conversation on who’s to blame and the fact that Jack’s DEFINITELY NOT to blame. In the end, the customer is usually complaining because they have an issue and they want a solution. Jack’s moved the focus to one of absolving himself of responsibility instead of focusing on the customer and their solution.

Finally, Jack gets a request through e-mail or social media, via the website or the phone. It’s obvious this is a request that another area of the organization handles. So, Jack tells the customer that they will need to call the other department or go to the website to find the answer. What Jack’s suggesting is accurate, but it’s not entirely helpful. The customer will think Jack cares more about getting back to “his work” than connecting the customer to the right person or getting to the specific answer.

Do you know Jack? If so, I’m sorry. Overcome the perception that you’re indifferent by not being like Jack.

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How to Give the Right Kind of “No” – 5/28/19

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


In a perfect world, you never need to say “No” to the customer. But as we all know, this is not a perfect world. There are a lot of issues in the world, and there are a lot of issues in customer service. Our companies are not perfect, our co-workers are not perfect, and our solutions to customer issues are rarely perfect.

The customer wants you to fix their issue or address their need, and often they are telling you HOW you should fix that issue or address that need. Frequently, their solutions won’t work. You can’t always waive a policy, change a process, or do something in 5 minutes that takes 5 days. You have to say No.

But there are ways to say No that are giving the right kind of No. Here are 3 quick steps to consider:

Convey Why the No: Before you say No to their solution, make sure they understand WHY their idea won’t work. In a professional way, explain the rationale so they understand it’s not a matter of you being obstinate. There’s an objectivity to your response.

Link Your Solution to Their Goal: They may suggest a certain process, but what is their goal? They may want something done, but what is their goal? They may say they want it in 5 minutes, but what is their goal? Their goal may be having a great event, getting a remedy before they hold a meeting, having a working product, getting financing for a house, or feeling better. If you can understand their desired outcome and get them to think about the goal instead of the solution, then you can link your solution to their goal.

Offer the Options: Finally, suggest alternatives that achieve their goal. Particularly if you can offer more than one solution, it gives them some control over deciding the next step. Even if there’s only one solution, by attaching it to their goal, they’re envisioning the eventual success.

Taking this approach will keep the temperature of the conversation low, put you in control, and lead to more productive and positive conversations.

Give the right kind of “No” response.

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