thanks | Customer Service Solutions, Inc.

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

You Mostly Get What You Give – 11/23/21

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

It is Thanksgiving week in the United States, so let’s talk “Thanks.

There’s a saying that You Get What You Give.  And while the goal of giving thanks should not be “To receive things,” getting something positive in return is often a nice byproduct of being appreciative of others.

It’s amazing that when I thank someone for some action they’ve taken, even if it is just “doing their job,” how many times they will pause and smile…or say Thanks…or say It’s my pleasure.  Sometimes they’ll expand and say why they enjoy doing what they’re doing.  And it makes me feel good when they stop for a moment and feel appreciation, and I can see they’re pleased to hear the thanks.

In this current world of ZOOM meetings, there are times when the meeting facilitator is seeking affirmation that people understood what she said or agree with the point…but there’s dead silence.  So, if I feel their uneasiness, I will give them the thumbs up.  I’ll make sure I verbalize that their plan sounds good.  I used to silently agree without stating it, but I’ve found that there are few mind readers in the world.  If I agree, I need to verbalize that support and appreciation.  They, in turn, get the affirmation they deserve.

There have been many instances with CSS, since we are a management consulting firm, where we were brought in by a client or business partner for a project.  I try to be as appreciative as I can for them trusting me and our organization to serve them or service their client on their behalf.  Likewise, when CSS brings in mystery shoppers, research partners, or subcontractors to do some work on behalf of CSS, I’m appreciative of those folks.  I know they’ve got lives and jobs and other responsibilities and priorities, so for them to carve out some time to do work for my clients – even if CSS is paying them – their effort and interest is much appreciated.

Through all this giving of thanks and appreciation, I’ve noticed that the tone of conversations becomes much more positive.  The dialogue is much more pleasant.  The relationships seem to grow more naturally and easily, and the collaboration seems to flow more smoothly.

So, you don’t always Get What You Give, but if giving includes a lot of thanks and appreciation for others, you have a great chance to get more positive and productive days.

Give to give, and watch what you’ll receive.

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


And YOU get a Thanks, and YOU get a Thanks… – 6/15/21

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

Yes, Oprah Winfrey gets her first shout-out in a CSS Customer Service Tip of the Week!  She’s famous for many things – one of which was giving out presents to everybody in her audiences.  She would happily proclaim:  And YOU get a gift, and YOU get a gift, and YOU get a gift!

And as generous as that was, in the back of our minds we all know that she’s SO wealthy, that she can afford to give all those people gifts.  Well, even if we all are not rich, we can still afford to give our customers the gift…of thanks.

I’m sure that we’ve all been brought up in homes where we were told that – in business – when the transaction ends, somebody should say “thank you” and somebody should say “you’re welcome.”  But oftentimes in our personal lives, we give them our money, they give us the merchandise, and there is dead silence.  But we want to hear a thank you.  So we, the customer, say “thank you!”  It’s like saying “thank you for taking my hard-earned money.”  Or “thank you for the privilege of buying this combo meal; I really appreciate it!”

It shouldn’t be that way.  Employees should initiate the thanks.  Employees should convey the appreciation because the customer has an option; the customer could take their business elsewhere.  So, the employee should be the one closing positively and showing appreciation.

As you’re completing your transaction, and as that conversation on the phone or face-to-face is about to end, get in the habit of initiating the thanks, of initiating the appreciation.  And even if the customer says thanks before you get the opportunity, say thanks to them back. Say “I really appreciate your coming in” or “I really appreciate your bringing this to our attention.”

Realize that the customer has an opinion, and that opinion matters – that decides if they want to stay with you or want to go elsewhere.  Make sure that their last memory of their experience with you is your statement of appreciation.

Thank the customer first.

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


A Lesson in Gratitude – 11/24/20

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

Mr. Robinson went to the hardware store with his teenaged son, Steve.  Steve was starting his first woodworking project – building a small coffee table – and needed supplies.  As they walked the aisles, Mr. Robinson and Steve couldn’t find the exact type of wood they wanted, so Mr. Robinson suggested that Steve ask an employee for help.  Steve found an employee walking by, asked for help, and got what he needed.

After the employee walked away, Mr. Robinson told Steve:  You did a good job talking with that gentleman.  Next time, though, thank the employee.

Steve:  Why should I thank the employee for doing his job?

The dad’s temperature started to rise.  It rose because this was his son talking, and why Steve was basically stating a truth, Mr. Robinson felt Steve was missing the bigger picture.

Mr. Robinson:  You thank them because they helped you, because we didn’t waste the next 30 minutes walking up and down every aisle, looking at every bin.  You thank them because – whether they were being paid or not – you show appreciation for others.

This was a teachable moment in the dad’s eyes.  You appreciate others.  Gratitude is not a light switch you just turn on when you’re an employee getting paid to answer a customer’s question, and otherwise turn it off.  Gratitude is an all-the-time thing, whether you’re an employee or a customer.

Mr. Robinson:  People have choices – whether to serve you or not, whether to do it with a good attitude or not, whether to listen to you and ask questions…or not.  You have a choice, too.  And I want you to see the importance of choosing to tell other people thanks.

Let’s make gratitude an all-the-time thing.

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