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Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

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Have Resolve – 12/31/13 TOW

Posted on December 31, 2013 in Customer Service Tip of the Week 1 Comment

Are you going to exercise five days a week in 2014? How about giving up non-diet sodas? What about that 3 mile run every day? During the New Year, most people will talk about “New Year’s Resolutions.” Whether we/they make resolutions is one thing, and whether we keep them is entirely something else.

But the idea of “Resolution” or “having resolve” is a great concept. Resolve gets into determination, will, focus, being decisive, and inner strength. Resolve is a quality of many individuals who are great at customer service. Having Resolve means that when there are issues, you’re determined to fix them. You not only know what’s right, but you have the drive and desire (the will) to do what’s right.

Resolve means you have a focus on doing that which specifically needs to be done, and you have made a conscious decision to act. And Resolve is an inner strength that you have that can handle all those people, all those external challenges, all those curve balls thrown your way that can get you “off task.”

As we wade into 2014, keep in mind that there will be many tough tasks that you’ll be assigned. There will be many difficult customer and co-worker conversations and relationships. You’ll have the stretch goals and the physical and emotional challenges. But you can successfully get through those tougher times. You can come out on the back end with a smile and with accomplishment. You can succeed.

You can face the challenges of the New Year, if you Have Resolve.