kindness | 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

Respond to Negativity in Kind, or Respond Kindly – 6/1/21

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

An eye for an eye, a tooth for a tooth.  It seems like that’s what makes the world go ‘round nowadays.  You yell at me, and I yell at you.  Then you yell louder, and I yell louder.  And all that cacophony just pushes us further and further apart.

In customer service, we’re not looking for opportunities to push the other person away.  We’re looking for opportunities to work with our co-worker, to work with our customer.

Sometimes through no fault of our own, these conversations or interactions start with the other person being negative, or they are being vocal – and not in a pleasant way.  They’re griping and complaining and quickly firing criticisms our way.

And it’s easy for us to get defensive, to get our back up, and to respond in kind.  We raise our voice.  We criticize them.  We get into a debate on the minutiae, or we loudly share our valid points.  No matter what we do, though, if we do it in a way that is reciprocating that anger or negativity, that is not bringing us closer together or moving us forward.  It is pushing us away from each other, and it is hard to get to a resolution together if we are far apart.

Instead, try kindness.  Try dealing with that loud voice with a softer voice.  Try dealing with that complaint with some statement of your intent to figure out what CAN be done.  Try being extra courteous and polite, using their name, saying thank you, and conveying a little bit more caring and compassion.

We can dull the edge of their anger, not by responding to negativity in kind, but by responding kindly.

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Customers Appreciate Your Kindness – 7/7/20

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

The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected them to communicate with each other.

Yet, in 2020, it seems like a lot of the dialogue, at least publicly, is anything but kind. And where there is a lack of kindness in public discourse, kindness in 1-on-1 communications is needed that much more. Sometimes people in customer service can be so script-oriented, so ultra-professional, so technique-oriented, that having a little bit of informality – that little extra kindness needed to treat a person like a person – can get lost.

So, what is kindness? It’s being friendly, conversational. It’s being nice in the words and phrases that are used. To be nice, think about what is said and the tone that is used. Avoid the interruption or talking over the other person. Ask about the other person and how they are doing, what is of interest to them.

It’s being considerate of the other person’s time and situation. Their concern or priority may not seem like a big deal to you, but if this is a need or concern being voiced by the customer, it is obviously a big deal to them.

Have a gentle manner. Sometimes we can be so loud or so abrupt that even the best words can come across like a hammer. Keep the tone lower and the pace a tiny bit slower.

People who are kind understand how to listen, and the importance of making sure that most of the talking is done by the other individual. They understand that being perceived as empathetic is best achieved if the customer feels like you are listening enough to understand them. You’re asking enough questions to learn. You’re actually conveying you care more by commenting less.

If you’re looking for a way to bring a little brighter experience to your customer’s day, figure out how to add more kindness to your conversations. The customers will appreciate the break from the acrimony of their day with the kindness you bring into the conversation.

Customers will appreciate your kindness.

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