prediction | Customer Service Solutions, Inc.
When You Can’t Say “Yes to the Address” - 2/7/23
I was interviewing a frontline staff person for one of our local government clients recently as part of our CSS Training Development Process. They described their customers and the difficult situations that they face, their tougher conversations with customers.
This individual supports local events, so there’s a lot of planning involved. Read more
How to Fix Other People’s Problems - 1/31/23
I was helping a friend navigate some healthcare processes recently, so I conducted a 3-way call with my friend and the physician practice to try to get things cleared up. The employee I spoke with on the phone - let’s call her Katie.
There had been poor communication between different Read more
What to do When You’re in the Middle - 1/24/23
Bob and Sarah are arguing, and you’re in the middle. Bob’s an employee, and Sarah is a customer, and they have a difference of opinion. Somehow you’re involved even though you didn’t have anything to do with the interaction in question, the complaint being addressed. You find yourself being Read more
Is the Customer Issue an Organizational Issue? - 1/17/23
Customer retention is vital. Most of next year’s customers are going to be those who are this year’s customers. So, the more you lose today, the fewer you will have tomorrow. Organizations conduct research, data mine, or bring in consultants to help identify those customers who may be most Read more
Decide Who’s Driving the Bus - 1/10/23
I once heard a speech titled: Who’s driving the bus?
I knew the speaker beforehand, so that made his talk extra special. It was funny and relatable and held many words of wisdom. The crux of the speech was that every one of us has our own facets, our own Read more
Create a Personal Vision for the Year - 1/3/23
This time of year is all about the New Year’s resolution. We’re going to exercise or eat differently! Then…2 months later, who knows what’ll be happening, but at least you set a goal. For many of us, that’s progress.
For businesses, that New Year’s resolution often has to deal with Read more
Avoid Making a Bad Situation Worse - 12/27/22
Twitter. When you hear that word, does your temperature rise? Do you roll your eyes? Do you ask: What is Twitter?
From a customer service perspective, Twitter has evolved into a virtual place for consumers to complain about businesses. For those businesses savvy enough to understand the importance of communicating Read more
2022 Holiday Poem - 12/20/22
The year is winding down. The work is still up front.
We’re making that transition to close out the 12th month.
We’re trying to find a balance between personal life and work.
Trying to be kind to people even if they’re acting like a jerk.
It’s taking all of our patience and our Read more
Open Minds and Ornery Customers - 12/13/22
We all have to deal with some crazy customers, at times. They might be loud or sad. Flighty or mad. They may have unrealistic expectations or think it’s OK to skip past people in line because their need must be more important than the others. Some are rude, some Read more
Apply These Values for Great Customer Service - 12/6/22
One of the industries where we do a lot of our work is local government. These CSS clients are not necessarily selling a product or having the number of competitors that a lot of our private industry clients and our sports clients face. But they need to deliver a Read more
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