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Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

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

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Talk About Yourself to Build Customer Confidence – 4/16/24

Posted on April 16, 2024 in Customer Service Tip of the Week Please leave a comment

When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help them to become more confident by taking away the fear of the unknown.

One step in the technique that we use to train our clients for these situations involves employees talking about themselves.  If you’re the person they’re interacting with to help them with their concern, it helps their confidence that things will get resolved if they become confident in you.  So, after listening to them and asking them questions about their situation, convey your understanding of their situation back to them so that they feel like you are understanding what they need.

Then…talk about yourself:

  • I’ve been working here for 10 years now, and I’m very familiar with the different types of solutions that will help you in this situation.
  • I’ve worked with several other clients over the last 12 months who had similar needs, so I’m confident we’ll be able to help you.
  • We’ve helped other customers with similar circumstances, so we definitely have some options for you to consider.
  • When I heard your story, it immediately reminded me of some other customers that we’ve helped through this process.
  • I can definitely help you with that. I’ve got a lot of experience in this particular area, so let’s talk about what we can do for you.

 
Customer service is all about serving others, conveying our understanding of others, showing some empathy.  But sometimes the best way to serve others – when they are anxious or nervous about something – is to find ways for them to feel more comfortable, become more confident.

Talk About Yourself to Build Customer Confidence.

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The Proven Value in What You Do – 4/9/24

Posted on April 9, 2024 in Customer Service Tip of the Week Please leave a comment

Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023.

In reading the article, you’ll note that many of these key research findings are about you – the value you provide to the organization through the customer service and great experience you provide to others.  Here are a few examples:

  • 87% of customers actively avoid buying from brands they don’t trust. You help to build the customer’s trust of your organization.
  • 60% of leaders say customer service improves customer retention. You help to retain customers.
  • 64% of leaders say customer service has a positive impact on their company’s growth. You help your organization grow.
  • 81% of customers say a positive customer service experience increases the chances of them making another purchase. You’re helping to generate repeat business.
  • In 2022, only 3% of U.S. companies were customer-obsessed, a decrease of 7% from 2021. By caring about the customer, you’re helping your organization differentiate itself from others.
  • 39% of consumers have less patience today than they did before the pandemic. You’re dealing with impatient customers so your bosses won’t have to.
  • 86% of consumers say showing empathy is powerful in building a strong relationship with the brand. When you show empathy, you’re helping the company to engender loyalty.

 
There is true value in what you do, not just to the customer, but to your organization, as well.

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Thanks for Reading – 8/1/23

Posted on August 1, 2023 in Customer Service Tip of the Week Please leave a comment

My company, Customer Service Solutions, Inc., just celebrated our 25th Anniversary!  We love the work we do for our clients, and we definitely love our clients.  We’ve developed many friendships over the years, and we’ve tried to provide consistently high quality and personal support for whatever may be their particular goals or needs or issues.

For about 24 of those 25 years, we’ve written these tips of the week.  So, thank you for being a Tip fan, and Thank You for Reading!

CSS conducts a lot of research for our clients, and among all the different types of research we provide, we’ve conducted well over 1,000 surveys.

Sometimes these are web-based surveys where – in lieu of or in addition to completing the survey – the customer or account holder will e-mail us directly, since we’re the survey administrator.

If they have a question or a need or an issue to be addressed, we always reply.  It’s amazing how many times that survey respondent replies to our reply by saying: Thanks for reading! By saying: I can’t believe somebody actually responded. By saying: Thanks for taking my issue seriously.

It’s interesting that the customer is showing appreciation just for somebody reading their message.  Just for getting a response.  Just for feeling like they are being heard.

It’s amazing how simply responding – simply allowing people to feel heard – has a tremendous impact on how the customer feels.  And as Maya Angelou once said:  People will forget what you did, but people will never forget how you made them feel.

And it makes me feel great that you all have read all these tips, and hopefully they’ve helped you a little bit over the years.

Thanks for Reading!

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