vision | Customer Service Solutions, Inc. - Page 4

Home  /  Be Clear on What You Value – 11/11/14 TOW  /  vision

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

•••••

Be Clear on What You Value – 11/11/14 TOW

Posted on November 11, 2014 in Customer Service Tip of the Week Please leave a comment


Today is Veteran’s Day in the United States of America. Many veterans, those currently serving in the military, and those who have friends/relatives who have served seem to have a strong attachment to their particular branch of the service. The values espoused by the branches often relate to courage, honor, loyalty, respect, and integrity. Those associated with the military latch onto those words and try to embody them in all they do.

To a business, those words are akin to the Core Values of an organization. They represent what the organization wants its culture, its people, its image to be about; Core Values are the desired characteristics of the employee and the company. Those qualities – when defined – help in so many ways.

Unfortunately, we have some clients that have not yet created Core Values. They have an organizational Mission – so they know what they’re there to do. They often have a Vision – so they know the long-term direction they want to go. But they haven’t defined the fabric of the people they desire to live that Mission daily and move toward that Vision. They can’t look for specific personal qualities of a prospective new hire because those qualities haven’t been defined. They have difficulty rewarding specific attitudes and actions, because the attitudes and actions aren’t fully determined.

Now you may say that – if the company has a Mission and a Vision – they can reward behaviors that align to those; they can hire people to do the job needed to live the Mission.

True, but we’re talking something deeper than a job description. Surely you’ve experienced two people with similar job experience but could tell one would be a better fit organizationally than the other. I’m certain you’ve seen employees with technical skills but without the attitudes or actions that are a symbol of what your company truly values.

On this Veteran’s Day, it’s important to appreciate those that give us the freedoms we have and often take for granted. Let’s learn a lesson from them at the same time. Take time to identify what the organization truly values in its people. Then seek, hire, reward, and retain those that are an example of what makes your company great.

Be Clear on What You Value.

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


The Gorilla Settled for Birdie

Posted on May 11, 2011 in Business Advice Please leave a comment

A take-off on a story from The Prairie Home Companion…

Vic takes his pet gorilla out golfing. They come up to the first tee, and the gorilla asks, “what do I do?” Vic says, “you see that opening between the trees? Hit the ball as hard as you can in that direction.”

So the gorilla hits the ball and it goes screaming down the fairway and lands on the green. Vic stands shocked in amazement. When he finally gathers himself, Vic hits a drive that trickles about 100 yards down the fairway. On his next shot, he hits a beautiful 3-wood about 200 yards toward the green. Left with about 50 yards to go, Vic hits a high wedge about 20 feet from the hole. When the gorilla and Vic walk up to the green, the gorilla looks at his ball and says “what do I do now?”

Vic says, “you’re supposed to putt the ball into the hole.”

The gorilla replies, “why didn’t you tell me that on the tee?”

In so many companies, the management of the organization knows the plan, they know the goals, and they know how success is defined. But when you ask the employees the plan, the goals, the mission, and the definition of success, you’re often greeted with blank stares or attempts that miss the mark.

It’s typically not the fault of the employee, it’s the responsibility of the management. If management wants to transform a culture to have a focus on what’s best for the customer, if they want to get different departments working together, and if they want long-term success, then they have to simply and clearly paint that picture over and over and over again.

Employees can “drive the green” in business if they know that’s the goal. They can hit holes-in-one in business if they know that’s the goal.

Work as a customer service leader and with managers to make sure that employees have a vivid picture of what you’re trying to accomplish and what their role is in achieving success. Help others to hit their own holes-in-one.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


« Previous   1 2 3 4