sports | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Reach Out to Customers the Right Way – 3/31/20

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

Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal.

If you’re in one of the industries where business has slowed, there may be an opportunity for you, and a need to address.  When customers are not coming to us as often – to take out a loan for a financial institution, to order products, to buy tickets to a sporting event, to submit plans for new construction – those are times where we lose touch points with our customers. Those are times when we lose contact. Those are times where there are gaps in the communication which can lead to relationships going stale.

Therefore, these are times when we need to ramp up our proactive communications with customers.

Three Types of Proactive Touches – Pick the Right Ones

Too often, businesses view proactive touch points with customers only as opportunities to market and sell. However, you may recall that we recommend three different types of touch points with customers.  One obviously is a proactive communication where you’re marketing and selling, but the first touch point is one where you are seeking information from your customers, asking questions, conducting short surveys, or inquiring about the customer.  The second is actually a proactive push of information, but it is not sales and marketing-oriented. Instead, you are sharing information of value. You’re trying to help the customer.  You are offering educational information to help them personally or professionally.

So, two of the three proactive touches have nothing to do with marketing and sales, and these softer touches are the ones to ramp up at times like these.

When the number of times that your customer reaches out to you goes down, ramp up the number of proactive touches to your customers.  But with empathy, remember that these touches are focused on learning about them and how they’re doing; these touches are about providing information valuable to them – to help them.

Keep your proactive communications with your customers going.

Don’t let relationships go stale.

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When Jack Gave Arnie a Tip – 1/21/20

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Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time gives you advice, you should take it, right?

Since these players spoke thousands of times over the years on the golf course, advice was often shared.  One day, Jack walked over to Arnie on the practice range, and since Jack was one of the greatest high ball hitters in history, he offered Arnold, a low ball hitter, a little bit of advice on how to get the ball up in the air when needed. Arnold thanked Jack, and he tried the advice, but the tip didn’t work.  

It was advice from one of the greatest ever, but it just didn’t work.  It doesn’t mean that the advice wasn’t good; it means that particular advice did not work for that particular person to address a particular need.

Luckily for Arnie, he realized that just because the source of the advice was great, that didn’t mean that the advice would work for him.  He understood it wouldn’t work because he understood himself.  He understood what his strengths were and how he went about doing his job.  He understood his skill set, what he was capable of, and what he was not capable of or not comfortable doing.

It’s the same for us.  None of us are perfect.  None of us are at the peak of all of our skills or abilities in the working world, so we need to be open to suggestions.  We need to be open to guidance and direction.

However, before we take on any advice and try to utilize it exactly how it’s given, make sure we start with an understanding of ourselves.  We need to ensure that what has worked for someone will truly work for us, because we are different people with different skills and abilities and perspectives.  We need to consider the advice and guidance, but make sure we do it with an understanding of who we are.  

When someone gives you a tip, consider it, but consider it through a lens of self-awareness.

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

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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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