motivation | 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

Regain Lost Motivation – 4/6/21

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

For many of us over the last 12 months, our home has also become our workplace.  Our work interaction has been 2-dimensional through the computer screen as opposed to the 3-dimensional experiences we’re used to with co-workers and customers.

We are all motivated in our own unique ways.  Some are money-motivated.  Some are personally motivated to do a great job.  Some are motivated by incentives or accountability measures.

But when COVID hit, we lost one big motivational factor – that is a more personal human touch and interaction with those that we work for and work with on a daily basis.

We are in the process of getting that motivational factor back.  We’ve gone from no remote to fully remote; now we’re moving toward the hybrid model or maybe even back to some semblance of an in-person model over the next few months.  And whereas there are challenges with that change, one of the big benefits of this movement is that we regain some of our lost motivation.  For some of us, the informal and formal interaction, the human touch, the encounters with folks in a 3-dimensional kind of personal way is a motivating factor.

It’s one thing to have those ZOOM calls; it’s one thing to have those e-mails and texts and phone calls going back and forth. But for many of us, it’s a better thing to be with other people.  It’s a better thing to form relationships with others.  It’s easier to feel a part of something, and not so isolated from everything.  It’s easier to be motivated instead of having to constantly motivate ourselves.  And for many of us, that motivation comes from being with other people, even if what we’re doing is the business aspect of life.

I know there will be a lot of challenges as we transition back into more in-person activities.  But also realize that the challenges we’ll face will also come with the joys of getting back in touch with co-workers and customers alike.

Regain your lost motivation.

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Grind it out Today for a Better Tomorrow – 8/11/20

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It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow.

We’re all having to be more flexible.  We are all facing less consistency, less predictability.  Work processes are different.  Customers are different.  Expectations of us are different.  Communications with teammates are different.  And for many, our personal lives and those of our loved ones are very different.

In the future, when we look back on today, we may remember all the difficulties.  We might not remember all the positives, but we will be stronger in the future.  We will be better equipped to deal with the difficulties that come next.  And though work…and life will be difficult again, we will be more prepared – mentally, physically, spiritually – to get through those tomorrows because we got through these todays.

You are building wisdom, strengthening your character, and having experiences that will guide your future decision-making and your direction.  Maybe there are a lot of small defeats today, and maybe some big defeats today, but they can be stepping stones to big joys and victories tomorrow.

So, grind it out today, this hour, this minute.  Persevering through today’s challenges is a victory in itself.  Tomorrow will be there tomorrow; no use worrying about it today.

Persevere through this day.

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Motivating Yourself when Working Remotely – 5/26/20

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For any of us who are working remotely, we are finding ourselves more and more having to be self-motivated. And while many people are naturally self-motivated, others need to have that manager who gives us the encouragement. Many of us need to have that ongoing informal dialogue with co-workers and customers. Many of us need the energy we get from being in a busy place with lots of movement and activity all around us.

In the April 28, 2020 Tip of the Week, we alluded to the importance of motivating ourselves. But let’s dig a little bit deeper today.  Here are several things to consider if you need a little bit extra energy or motivation for your day…

Find Out What Motivates You

Before you can motivate yourself, you need to understand what is motivating to you. We’ve done activities with clients where we had each individual employee develop a Personal Mission Statement; basically this was describing their purpose in their job. It wasn’t just the tasks or activities that they do, but it was the greater good that comes from those tasks or activities for their community, their customers, their co-workers, or their company. You could go through an exercise of developing your own Personal Mission Statement, or you could simply write a list of your motivators. It could be future success – where a great day today means a great week, a great month, great year, a great career. Your motivator could be your family, it could be free time, and whatever it is, write it down and put it in front of you every day.

Give Yourself a Challenge

I have a friend who I volunteer with, and she is well into her 70s; yet, she is easily the most energetic person I know. She takes multiple leadership roles and works as hard or harder than any of the individuals within this organization. I asked her where she gets all her energy.  Her response?  She said that she gets up every day and simply challenges herself to get as much done as possible that day. She basically has a contest with herself to see how much she can accomplish.

Celebrate Even Small Wins

Remember that small wins are still wins. So celebrate! This might sound goofy, but it’s something I strongly believe. I was conducting a workshop for a client several years back, and we talked about the importance to an organization’s culture for employees to have a clear purpose in their role and to celebrate.  At the time, Aaron Rodgers, a quarterback for the Green Bay Packers football team, would celebrate when he or his teammates made a big play by pretending to put a championship belt around his waist. So, I asked people to celebrate an accomplishment during this workshop, and the way I asked them to do it was to put on the figurative belt.

Employee by employee stood up, said something that they accomplished over the last week or two – as little or as big as they could think of – and then they would give themselves “the belt.”  It was funny, it was interesting, and it addressed the importance of really recognizing what you do – not just doing it, but RECOGNIZING YOURSELF FOR YOUR OWN ACCOMPLISHMENTS.

In this world of working remotely, so much more of the motivation has to come from within. Figure out what motivates you, and find ways to become more self-motivated.

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