positive | Customer Service Solutions, Inc. - Page 9

Home  /  Take a Starring Role – 6/13/17  /  positive

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

•••••

Take a Starring Role – 6/13/17

Posted on June 13, 2017 in Customer Service Tip of the Week Please leave a comment


Oftentimes during Service Excellence training, I will ask participants to identify companies known for great customer service. People often bring up Chick-fil-A, Disney, and some high-end Retail Stores. We’ll occasionally get QuikTrip mentioned or an organization like Amazon.

Then the question is asked: What about the experience makes you consider that organization to have great customer service?

I ask this question because I want participants to use their own personal life experiences to paint a picture of a great experience for their customers. Once attendees can envision what a great experience looks like from the customer’s perspective, it’s easier for them to understand what the experience needs to look like in their own company.

Essentially, I want them to picture those actions like they’re watching a movie – then envision that the great experience is happening in their own organization. Next, I want the participants to picture themselves playing a starring role in that movie.

Based on a recent client brainstorming session, these are examples of actions and attitudes of employees in companies that provide great customer service:

  • Staff engage customers
  • Staff share their name, ask the customer’s name, and personalize the conversation
  • Staff act like they’re happy to see the customer (it’s a great 1st impression)
  • Staff smile and use a positive tone of voice
  • Staff have a mindset of treating customers as “Guests”
  • Staff understand processes
  • Staff are empowered to take action on behalf of the customer
  • Staff go the extra mile for the customer
  • Customers are treated like they’re #1
  • Answers are quick, helpful, professional, and responsive
  • There is a plan for how to solve problems
  • Issues are resolved – quickly
  • Customers feel heard
  • Staff take pride in the workplace – even simply by keeping the area clean
  • Common sense is more important than policy
  • Before closing, staff make sure they addressed all the customer’s needs
  • When thanked by the customer, staff say “My pleasure,” and mean it.

 
These are just some of the actions and attitudes that employees can adopt to deliver a great experience.

Use these tips, and imagine yourself being the star of a movie about your organization and the great service it provides.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


How to Show the Opposite of Indifference – 4/25/17

Posted on April 25, 2017 in Customer Service Tip of the Week Please leave a comment


Sometimes the best way to define a word is to say it’s the opposite of another word – and then define that other word.

What is darkness? It’s the absence of light.

What is lethargic? It’s the opposite of energetic – where you move and you have the capacity to move. Imagine remembering people’s names easily, getting work done – the right work at a high pace; imagine maintaining your focus and your positive attitude all day long.

Now let’s define a key customer service word by painting a picture of opposites. Many studies have noted that – roughly 68% of the time – the primary reason customers stop going to Company A and move to Company B is that they perceive Company A is indifferent to them.

Therefore the question is: What is indifference?

  • It’s the opposite of responsiveness, where you quickly reply to messages, immediately take action on issues, and effectively manage customer expectations.
  • It’s the opposite of proactivity – where you initiate conversations with clients, even when you know the conversation is going to be on a difficult subject.
  • It’s the opposite of engagement – where your eyes, your gestures, your body language, and your tone convey interest in the other person and their situation.
  • It’s the opposite of caring – where the customer feels like you are concerned with their issues, needs, goals, and feelings.
  • It’s the opposite of follow-through, where you ensure the client got that need addressed.

 
If indifference is such a retention-killer for a business, do whatever you can to ensure you’re not perceived in that manner.

Show responsiveness, proactivity, engagement, caring, and follow-through.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


‘Got to’ v. ‘Get to’ – 3/7/17

Posted on March 7, 2017 in Customer Service Tip of the Week Please leave a comment


I was at a community collaborative meeting in Charlotte recently, where 100+ representatives of different organizations gathered. They were from local governmental, not-for-profit, and private businesses. Large and small organizations were represented…

As a part of a brief exercise, the meeting facilitator asked everyone to stand and to get into groups of 2-3. She asked them to tell the others in their group one thing that “they have GOT to do this week.” The conversations ensued, and after 4-5 minutes, the facilitator wrapped them up.

Then she asked them to tell the others in their group one thing that “they GET to do this week.” The conversations began, and the energy in the room (and volume!) picked up dramatically.

It was an interesting exercise as a participant and observer. There was a general sense of stress or worry in the first conversation. In the second conversation, there was more laughter, more noise, more smiles, more positive body language.

In a few cases the “Got to” matched the “Get to.” For those people, it’s especially positive to them that what they’ve GOT to do this week is also something that jazzes them and excites them – it’s also something they GET to do.

It’s great if you’re in a job where your “Got to’s” are naturally “Get to’s”, but if you’re not in that situation (or at least you don’t think you’re in that situation), consider a mindset shift.

Instead of “I’ve GOT to talk to this griping customer,” it’s “I GET to bring some sunshine into this person’s day.”

Instead of “I’ve GOT to deal with all these impatient family members waiting at the hospital,” it’s “I GET to offer some comfort and confidence to others.”

What are your “GOT to’s?” Find ways to look at them positively. Find ways to make them “GET to’s.”

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


« Previous   1 2 3 4 5 6 7 8 9 10 11 12   Next »