motivation | Customer Service Solutions, Inc. - Page 2

Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

Motivating Yourself when Working Remotely – 5/26/20

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

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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Recipe for Reputation Rehab – 1/29/19

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As another corporation is trying to recover from self-inflicted reputation wounds, it is seeking to get back in the good graces of consumers. It’s laying out a 6-point plan to improve its performance, but – in the end – publicizing this plan is also about rehabilitating its reputation. Here’s their 6-point plan:

  • Changing the organizational structure
  • Eliminating incentives that negatively affect customers
  • Improving the customer experience
  • Innovating for customers
  • Retaining team members
  • Giving back to the communities.

 
I’m not going to get into the specifics of what these terms mean to them, because what’s important is what these terms mean to you and your organization. To improve your business, ask yourself these six related questions:

  • How could you or your organization change how it’s organized or structured to facilitate internal communications and decision-making, and to better serve customers?
  • What current incentives don’t drive behaviors that benefit customers, and what new incentives would motivate staff to actions that create customer delight?
  • How can you improve the experience of your customers?
  • What are creative ways to come up with fresh ideas from staff to better communicate with customers as well as retain and grow business with customers?
  • How can you get more joy out of your daily work?
  • How can you bring more joy to co-workers and those you serve?

 
Want to uncover ideas to improve yourself, your company, and your customer’s experience.

Try this recipe for reputation rehab.

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How to Have a Truly HAPPY New Year – 1/1/19

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Don’t worry. After today, I will get away from my holiday-themed tips, but for now, let me ask you a question. What would be a good way to have a truly HAPPY New Year? Is it lowering expectations so that everything exceeds your expectations? Is it eating chocolate every day? Is it making a resolution to be happy?

Consider this: My answers are “No, No, and Yes.”

Let’s focus on the Yes. We have little control over much that goes on around us – our customers, computers, co-workers; the people, processes, and systems; the buildings we work in and the attitudes and attributes of the people we socialize with; the weather, social media, the overall economy. There is so much we can’t control. Now keep in mind that all these things that are beyond our control are outside of us.

Having a truly happy new year is not about what’s happening around us; it’s about what’s inside us. And maybe happy is not the best word. Maybe joy-filled is a better phrase.

So, what can you and I do within ourselves to be more joy-filled? Maybe it’s limiting our exposure to those outside things that don’t bring joy. It involves thinking about our attitude – being intentional about how we think about other people, how we visualize the meeting about the happen, how we force ourselves to empathize with that person on the phone with us. It’s about our making decision after decision after decision to be good inside no matter the situation we face outside.

A great attitude is a series of decisions to be positive, to be better than the situations we find ourselves in, to look for the good in all things and all people we encounter. In the end, a great attitude becomes a habit, and it leads to joy. It leads to having a Truly HAPPY New Year.

Better yet, it leads to having a truly Joy-filled New Year.

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