self-control | Customer Service Solutions, Inc.

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

Create Awareness of Alternatives - 2/4/25


Sandy was hungry, and she was on the move.  Driving between meetings, she saw the restaurant sign and pulled in.  The fast-food restaurant had two drive-thru lanes.  One was for any customer who wanted to place an order on the spot. The other was for mobile orders only.  The Read more

Listen with Your Eyes - 1/28/25


Out of the corner of his eye, Patrick saw the customer enter the lobby.  The customer was carrying a large shoulder bag with several papers in her hand.  The customer was shuffling the papers and looking down; then she stopped, looked up, and saw the staff navigator sitting at Read more

Put Yourself at the Controls of Change – 4/28/20

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

You have probably heard about manufacturing plants and restaurants who are pivoting during these challenging times and starting to make hand sanitizers, masks, and gowns.  They are being forced to change, and they’re trying to find the opportunities among the obstacles that surround them.

Sometimes we, too, as individuals in our work life are being forced to change – as many of us are today.  But there is some change that we can control.

What do you want to change?  What do you need to change?

Maybe some of it is attitudinal.  For those of us who are lucky to have a boss that’s encouraging and motivating, maybe not having that boss around requires us to be more self-motivated. Set your own daily goals.  Pat yourself on the back when you reach those goals.  Be the great encourager…to yourself.

Maybe the improvement needed is more of a technical nature.  We should want to improve our computer skills since we’ll be using those so much more.  Can we become expert at using the video conferencing systems and tools?  Can we become more proficient at toggling between different functions on our computer for information, since we’re relying less and less on paper?

The improvement area could be communication skills, particularly if having that face-to-face interaction and all the body language and expressions are so much less available for emphasizing our points.  You may want to improve your business writing skills – since you’re communicating more often via messaging to others.  Maybe you need to improve your concentration skills since it’s easier to get distracted when you’re in a video conference with 10 people than if you’re in a face-to-face meeting in the same conference room.

Finally, we can look for improvement areas in how we do our work.  Improving might mean that we’re more organized in our work since we can’t simply walk to the person in the next cubicle to talk about a project or chit chat with our office colleague about something.  Those random or nearby encounters are less likely, so we have to be a bit more intentional about planning when to contact others.

Change is difficult – particularly when it’s thrust upon you.  But if you can identify your own change – your own improvement path – you can give yourself some control.

Create the change that will help you improve.

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Service, Sports, and Self-Control – 10/29/19

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

When I was growing up, I played a lot of golf. I practiced a lot, and I could score pretty well. However, when something went bad, when I hit a tee shot into the woods or dumped an iron shot into a lake, I would become unglued. Then every other shot, every other hole, was an emotional challenge. My attitude suffered, and my score suffered.

These days, I rarely play golf, but when I do there is so much less negative emotion involved after every mistake or every missed shot. Even though I miss-hit a lot more shots than I did when I was playing and practicing, one bad shot does not automatically lead to another. One bad hole does not automatically lead to another.

The difference is partly attitude, but it is also self-control. Self-control has a huge effect on an employee’s success in customer service as well.

It’s very difficult to talk to people via the web, via the phone, face-to-face, and via text, and to be consistently good if we allow one bad encounter to get to us. In customer service, it’s difficult to deal with the angry customers (and the occasional crazy customer!) if we allow that interaction or that one word or just that person’s “way” to influence what we do the rest of the day.

Self-control means making sure that we are listening to our bodies and monitoring our thoughts in these difficult circumstances. It means trying to stay loose and open mentally and physically despite the tension that surrounds us.

Having self-control is about controlling our emotions, being able to get through our initial reactions and – instead –respond in a way that is not knee-jerk. Having self-control means talking positively to ourselves when we’re getting ready to go into difficult meetings or hop on calls with customers who we know have issues. That level of self-control and managing our own emotions will help us to manage our part of the conversation that much better.

The idea is that bad stuff is going to happen in the business world just like I’m going to hit the shot out-of-bounds or I’m going to miss a 2-foot putt in golf. But if you have self-control, bad circumstances do not frustrate you as much. When you do something wrong, you’re not is likely to get angry with yourself, and when bad things happen at one point, you’re less likely to allow those situations to snowball throughout the remainder of your day.

Get in the habit of doing some self-monitoring of your thoughts and emotions so that you have the self-control you need to not let one bad apple or one bad encounter lead you into a bad day.

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