teamwork | 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

From Team-up to Partner – 4/21/20

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

The phrase used to be “Team-up.”  Company A and Company B are going to Team-up to address this big consumer need.

Now the term is “Partner.”  Organization A and Organization B are going to partner together to seek a resolution to this community issue.

Both of these phrases essentially deal with different organizations working together with a common goal.  But even within the same organization, the ultimate organizational success usually requires people from different areas or with different functions to “Team-up.”

So, what do you do when you’re asked to Team-up with someone else at your own company?

To Team-up effectively, here are 3 quick suggestions:

  • Help Others – When you see a co-worker with a need (figuring out some video conferencing app, understanding how to interpret a policy, or dealing with a difficult customer situation), stop what you’re doing and offer to help. Don’t simply bypass someone in need.
  • Know Your Role – Understand how your job, your skills and expertise, and your experience fit in the greater organization. Know how your actions and decisions affect others; often, what you say or the work you produce (your “Output”) is the Input for a co-worker.
  • Collaborate with Others – Be willing to meet with and work together in formulating plans, dealing with issues, and delivering services. Support what’s best for the whole group, even if it may not be your first choice.  Encourage your co-workers and give them positive reinforcement.

Before you Team-up with others, take a moment to truly understand what is expected of you. Seek opportunities to help, understand how you affect others, and work with others as a good teammate toward a collective goal.

Team-up.

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Be Generous to a Fault – 8/20/19

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People who think they’re generous to a fault usually think that’s their only fault – American Journalist Sydney Harris.

This quote reminds me of someone who views themselves as a giver – someone who is so humble that he likes to humbly tell everyone of the gifts he’s given, good deeds he’s done, and, of course, his humility.

I give, give, give, never take – Radio personalities John Boy and Billy being facetious.

It’s a great thing to SINCERELY give to others, especially in the world of customer service, but it’s also good to be a giver with co-workers. It’s not only about your team winning, but it’s about your being a winning member of a team.

Generosity gives assistance rather than advice – French writer Vauvenargues.

Now we get to the meat of what giving and generosity mean, particularly in the workplace. If you want to be a great team member, be a giver. Be generous. But to do so, there are 2 key things to understand.

First, what are your gifts and resources – that which you have to give? Think about your experiences, who you know, what you know, your skills, your personal qualities, that inventory of abilities that are above the average. What is your level of compassion and caring, your energy and passion, your will to do a great job or to help others? Before you can give a gift, lose the humility for a few minutes, and write down the answers to these questions. Create a personal inventory of your own gifts.

Second, understand that generosity is more than advice – it’s assistance. There’s a difference between telling someone what they should do (or – worse yet – should have done) and actually assisting the other person. What experience or resource can you pull from to help them help themselves? What clear direction can you point them in for them to take? What way of communicating can you use to impart your true desire to help them? How can you go beyond “should-ing” on people or simply stating a fact (“That won’t work”) to being helpful…to assisting?

Be a member of a winning team by being a winning member of your team – be generous.

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Are you the Output or the Input? – 6/25/19

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You’re the output and the input. Sorry to put it into such technical/industrial engineering terminology. But in a service system, we all have some role as a part of the process.

First, we receive the output. Somebody has a customer that they direct to us, so that handoff is from them to us. We received the output. They complete a form, and they routed it to us. They have a complaint, and they send it to us. They make a sale, and they give the account to us. In this part of the process, we receive the output.

But we also provide the input. We take that difficult customer and sometimes escalate them to another person or area. We take that client, and we refer them to a premium services division for upselling. We work through our part of the process, and we hand off the information to the person managing the next step.

So, we receive the output, and we provide the input. As part of the process, we definitely benefit by making the process better. When we receive output that has questions or quality concerns or is not timely, particularly when this happens with some regularity, we can improve the process by professionally pointing out the problems; when we point out the problems, we should try to suggest solutions as well.

In terms of us playing the input role, we should seek the same information just recommended for you to provide to others. Contact co-workers who receive our input, and ask about our timeliness, quality, and completeness. Ask them what works well. Ask them for solutions to concerns.

If we want to deliver great customer service, we need to understand our role in the process.

Be of value to your teammates – whether you receive the output or provide the input.

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