values | 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

Keep it Simple in Complex Situations – 7/27/21

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

Life involves making a series of decisions, and whenever serving customers or dealing with difficult issues, those decisions can become more challenging.

Part of what makes decisions difficult is that there are so many factors to consider:  People. Policies. Procedures. Places. Products. Processes. Personalities.

Who are the people involved?  What policies apply?  What are the procedures in this situation?  Where is this taking place?  What products are involved?  What process is the customer using?  What are the personalities of others…and yourself?

If we sat down and wrote a list of all the different factors that could be considered in our most challenging situations, we could probably come up with literally 100 different combinations of the factors I just referenced.  The situation could be extremely complex.

But complex situations can still involve quick or effective decisions.  It’s possible because you can narrow the focus of the decision.  You’re not necessarily making the situation more simple; instead you’re simply focusing on your key decisioning factors:  What are your priorities? What are your goals? What are your values?

As an example, I typically focus on what’s best for the customer, what’s best for our long-term relationship, and how I can help them succeed.  I strive to make decisions that convey they’re important, that show I’ve listened, and that share a feeling of respect for them as a person.  No matter the situation, if I’m guided by these considerations, the decision becomes much more clear.

If you are clear on what is most important in your decisioning process, then it’s easier for you to more quickly come to a decision.

The person could be your boss, co-worker, or a new customer.  The situation could take place on the phone, on the website, in your office, or in a storefront.  The other person could be flighty or fun, an optimist or a pessimist. But if you know your priorities, your goals, and your values, the decision will be much more clear more quickly.

How do you handle the conversation may be different; maybe the factors will apply in how you present or seek information, but your priorities and goals and values will help you narrow the focus of your decision-making process.

We can be presented with the complex.  But when we are presented with the complex, revisit your priorities, goals, and values to bring some simplicity to the decision-making process.

Use simplicity to address the complex.

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Serve with Integrity – 11/19/19

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

I’ve been reading a book recently about a Charlotte-based service company, and the author of the book conveys the CEO’s perspective on management, culture, and serving customers. At the back of the book, the author noted the organization’s Core Values. They are honesty, integrity, fairness, and respect. I literally did a double-take on the pages, because my company’s Core Values are respect, honesty, fairness, and integrity. Yes, the order is different, but the values are the exact same!

Maybe it’s a crazy coincidence, or maybe it’s that these are just really good values for any organization to have that truly wants to care about its team members and its customers.

Among those values, the one I want to discuss is integrity. Integrity is an important word, but it’s not always the most easily understood word. There was even a commercial a few years back where elementary school children were talking about the importance of integrity and defining it in their own words.

The way the CEO whose book I’m reading defined it was: Doing the right thing in all circumstances. It includes doing what we say we will do.

The way my company defines it is: Uncompromising adherence to moral and ethical principles.

Those definitions are not the exact same, but they don’t necessarily conflict either. The point is that we will be ethical. We will do what we say we will do. And we’re consistent about it.

My company uses the word “uncompromising.” The CEO of the service company uses the phrase “in all circumstances.”

The reason why this is important is not just because it is the right thing to do and the right way to treat other people, but it implies consistency. And where there is consistency in taking action that you stated you would take, where there is consistency in doing what is fundamentally right – the ethical thing – then you build trust.

In the long-term, you don’t want to work with somebody you cannot trust. Employees will not follow a leader they cannot trust. Customers will not stay with companies which they cannot trust.

To build lasting relationships, ensure that integrity is one of your Core Values.

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I want to be an Astronaut – 9/10/19

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When I was young, if a child was asked what he wanted to be when he grew up, the answers were often a fireman, a Pro Football player, a teacher, somebody who got to drive a truck, or an astronaut. Maybe the question is still asked today, and, if so, I’m not sure how similar or different the answers may be from my childhood experiences. But when the question is asked, the child is basically stating what he or she wants to become. It is sharing their vision of their future.

And once a child – or anyone of us for that matter – identifies a vision, then we can start charting the course to get there. It makes no sense to chart a course to nowhere.

It’s the same thing in the world of business and in the world of customer service. We need to start with the vision.

What do we want to become or achieve as an organization or as an individual? What is our vision for the great customer experience that we’re going to deliver to our clients, and is that their vision as well?

If the vision for the great customer experience is going to help us to achieve our overall vision, then the next step is to ask: What’s our vision for the desired culture? In theory, the culture of an organization is set up to help the organization succeed, so that culture should help to deliver a great experience, it should help to deliver on the organization’s vision!

And what is culture? It is how we do things around here. It’s how we talk to each other, how we work together, how we make decisions together, how we serve each other and serve others together.

Take a few minutes individually or as an organization and just pause. Make sure that you have a clearly articulated vision. Then work back to make sure that you know what your role is and what you need to be in order to move yourself and your organization toward that vision.

Envision the future to become the future.

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