mystery shop | Customer Service Solutions, Inc.

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Care Enough to Give Them a Heads Up - 1/30/24


Nothing bad at all might happen.  Every day in the office could seem like every other day.  Sights and sounds and smells might continue to be the same.  But we have a lot of construction going on around our offices, and the building manager knows the type of work Read more

Be Better than AI Customer Service - 1/23/24


There was a recent CBS Sunday Morning Show story called: How artificial intelligence is revamping customer call centers. The journalist described how artificial intelligence is being used in customer service, and he noted the millions of pieces of information that can be processed in a matter of seconds. There are clear Read more

Recognize the Situation, and Pivot - 1/16/24


The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments Read more

Sharpen Your Service Delivery - 1/9/24


You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull? I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its Read more

Make Empathy Your Superpower - 1/2/24


I was facilitating a Service Excellence Training class for a Higher Ed client in the Northeast several years back.  As I was walking through the portions of our technique for defusing the angry customer, I talked about empathy.  I talked about accepting responsibility. Immediately, one of the hands in the Read more

Holiday Poem 2023 - 12/26/23


The days are getting longer, The skies are getting brighter. Festivities behind us, And festivities before us.   There’s ups and downs and change coming, And we can’t predict when or where. There’s challenges and joys and opportunities around, Of which you may or may not be aware.   But one thing we know as we look at each Read more

Refresh, Rejuvenate, Refocus - 12/19/23


It’s that time of year.  We’re going 100 miles an hour, and holiday time is upon us.  We not only have all the work to do, but we somehow have less time to do it.  We somehow have other things that are of competing interest, and even though those Read more

Use Customer Comments to Continuously Improve – 11/27/18

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


It’s that time of year when all good Americans due their duty – to purchase holiday gifts online. Okay, maybe it’s not as much a duty as it is a joy or chore, depending on your point-of-view.

Before I purchase anything online, I seek out reviews. This may involve a review from some reputable online publication. More often, I seek out reviews from fellow customers, and I put a TON of weight into their opinions. Even though the seller may offer specs on the product and glowing descriptions, the words of customers who purchased the item mean more.

They tend to tell you about the ordering and shipping experiences. They tell you how the assembly went, what they like and dislike, what works and what doesn’t, and what type of support they receive if there’s a question/issue/return involved. It helps me to make an informed decision.

Now, what it should also do is to help the seller improve the product or the buying process or the support process.

Think about seeing the buying experience, the “setup-for-use” experience, the product benefits/drawbacks, and the support experience all through the customer’s eyes! It’s like mystery shopping without having to mystery shop. It’s real-time information from real people about real experiences.

If you want to know how to improve yourself, your service, your organization, or your product, look for sources of customer input that already exist (and create those that don’t). Review the input; determine the common threads; find opportunities to recognize others, and find opportunities to get better.

Use customer comments to continuously improve.

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Be Inquisitive – Don’t Interrogate – 10/18/16

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


One of the greatest skills someone in customer service can develop is the ability to ask questions – the right questions in the right way at the right time for the right purpose.

Asking questions allows you to control conversations, stay productive, learn a great deal, establish rapport, make the other person feel important, and get you what you need to help the customer.

As a part of a mystery shopping engagement with a client, we have recently run into two different employee examples of asking questions.

Rita is excellent. She knows the questions she has to walk through, but prior to asking the caller the questions to uncover their true need, she stated “Is it OK if I ask you some questions? I just want to get a better idea of how we can help you.” Then she moved into her questions, occasionally doing follow-up to what the caller had said. Rita came off to the caller in a positive manner – inquisitive, caring, patient, and helpful.

Bill wasn’t so great. After hearing an opening statement from the caller, he started asking question after question, never following up to what the caller stated. Never stating “that’s helpful” or “interesting point.” The questions always followed his script, and the conversation didn’t flow. If sounded more like a tennis match with a grunt with each swing of the racket than a flowing conversation. Bill came across as impatient – like he was interrogating the caller.

It’s great to ask questions of the customer – that’s how you learn; that’s how you understand the specific situation to better provide the specific answer or solution or product. But set up the questions with a statement of what you’re about to do and why; then let the questions flow as part of the conversation.

Make this skill a true strength for you and a positive experience for your customer.

Be Inquisitive – Don’t Interrogate.

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Tell Them the MOST Important Point – 8/16/16

Posted on in Customer Service Tip of the Week 1 Comment


I’m wordy. Brevity isn’t my gift. In high school, some of my sports teammates called me The Rambling Man.

I was once in a meeting at a hospital with a COO who asked my opinion on an important decision they were to make. I waxed eloquently about the pros and cons of each option, offering very sound, salient points. After a couple minutes of my wisdom, the COO responded “Therefore?”

“Oh!” I replied. “We should go with Option A.”

What the COO really wanted was my “Therefore,” but I was more focused on all the rationale that led up to my recommendation.

When you’re dealing with a customer, sometimes it’s easy to fall into the trap of providing so much background or detail in a situation that we forget to emphasize (or even say) WHY all that information is important and what specifically should be done.

Here’s another example: When we conduct mystery shopping engagements for clients, sometimes the shop consultants will ask the employee a question about a need or issue, and the employee rambles through 37 potential services without ever recommending something specific based on the specific customer’s need.

All these points (am I rambling again?) come down to the main point. Before you respond to the customer, ask yourself “What is the most important thing I could tell them?” or “What do THEY care about most?” or “What do I suggest happen in this situation?”

Ask yourself the key question to ensure you give them clearly, specifically, and succinctly what they need.

Remove the Rambling. Tell them the MOST Important Point.

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