words | Customer Service Solutions, Inc.

Talk Up Your Teammate - 12/5/23


It happens all the time in business. The salesperson transitions the new customer to their service representative.  The nurse tells the patient about the doctor about to come into the room.  The gatekeeper tells the customer about the supervisor they’re about to transfer the customer to, in order to Read more

Use Silence Wisely - 11/28/23


Silence is golden...until it isn’t. Silence is an excellent tool to use when talking to the customer.  Silence can convey that you’re listening, that you are patient, that you are being kind and are deferring to the other person.  Being silent can convey that you’re intentional about what you say, Read more

Be Grateful for the Good - 11/21/23


There are several different ways you could define gratitude, but I like the simple definition:  Being grateful for the good.  There’s a lot to be upset about, a lot to be frustrated with, there’s a lot to lament about in our customer service roles.  But even in these challenges, Read more

Sport Some Customer Perks - 11/14/23


Of all the industries we work with, the one that talks most about providing perks and benefits to its customers is pro sports.  We’ve worked with NASCAR, MLS, the NBA, and a little bit with the NFL and the NHL. And most of the teams or organizations will provide their Read more

Customer Service Lessons from the E.R. - 11/7/23


Every industry is interesting in its own way, and healthcare is definitely no exception.  We’ve done many different types of studies and projects in the emergency rooms at hospitals, and it’s interesting to look back at some of the results of focus groups we conducted with the E.R. patients. We Read more

I Did This…For You - 10/31/23


Michelle needed to run by the grocery store during her lunch break, and because it’s October in the USA, that means it’s Halloween month!  Fittingly, the grocery store had every shape and size of a pumpkin you can imagine; there was even this small basket of mini pumpkins. They were Read more

Make Deposits with Your Customer - 10/24/23


Carrie has a 50+ hour a week job, and - financially - she does better than many.  She’s in the media, but she doesn’t like everything to be public.  Carrie’s a real person with real issues and real needs and real gifts, as well. One day, her best friend, the Read more

Find Their Future Motivators - 10/17/23


We’ve provided fan experience and customer retention consulting in professional sports for a couple decades now.  One of our professional basketball clients was the Miami Heat.  We were working with them just a year or so after they had acquired superstar Shaquille O’Neal.  When they signed him, ticket sales Read more

How to Exceed the Promise - 10/10/23


It’s the never-ending battle between marketing and customer service.  Marketing makes promises, and customer service has to deal with upset customers when the company doesn’t deliver.  To ensure we deliver on promises, let’s assess promises by looking at some famous quotes over time… Promises may get Friends, but ‘tis Performances Read more

What “One in a Million” Means - 10/3/23


You are One in a Million! That can mean a lot of different things to a lot of different people.  Depending on the tone in which it’s said, the phrase can be a compliment or a criticism.  If there are 8 billion people in the world, that means there might Read more

Talk Up Your Teammate – 12/5/23

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

It happens all the time in business. The salesperson transitions the new customer to their service representative.  The nurse tells the patient about the doctor about to come into the room.  The gatekeeper tells the customer about the supervisor they’re about to transfer the customer to, in order to address an issue.

An employee is handing off the customer to a teammate.  At this point, the initial employee has a few options.  They can (1) Simply conduct the handoff, (2) Make the handoff with a little ambivalent or not-so-positive statement about their co-worker, or (3) Talk up their teammate in the handoff process.

We should strive to set our co-worker up for success.  We also want to deliver a great customer experience, one where we’re infusing positivity and building customer confidence.

So, let’s be intentional when we’re making that transition, discussing the co-worker about to enter the conversation, or transferring that call.  Let’s be intentional to infuse some positivity and confidence.

Our account holders love working with Jenny!  She’s very upbeat, is very responsive to requests or concerns, and she really enjoys getting to know our new customers.

Dr. Smith is excellent.  He asks about you, likes to listen and learn, and he’s cared for and helped patients in situations such as yours for over 20 years.

Julio’s definitely the best person to answer your question and help you resolve this issue.  I’ll let him know the details of the situation, and I’m sure he’ll ask you questions to confirm things.  He’s good at determining the cause of the issue, identifying a solution, and following through on his promise.

Part of delivering a great customer experience requires that we strive to be a great teammate.  And when we have to do those handoffs of the customer to a co-worker, be intentional about infusing some positivity and building customer confidence.

Talk Up Your Teammate.

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Use Silence Wisely – 11/28/23

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

Silence is golden…until it isn’t.

Silence is an excellent tool to use when talking to the customer.  Silence can convey that you’re listening, that you are patient, that you are being kind and are deferring to the other person.  Being silent can convey that you’re intentional about what you say, pausing before speaking.

And the benefits of silence are not just about the effect it can have on the customer, silence can also benefit you.  By being silent, you’re allowing yourself time to understand the other person.  You’re allowing yourself time to formulate a response.  You are oftentimes able to relax yourself by breathing rather than speaking, by thinking rather than feeling like you have to immediately react to the other person’s statement.

But there are times when even silence can be overdone.  Particularly when you’re dealing with somebody who has an issue, silence can mean – to them – that there is a bigger issue than even they had anticipated.  Silence can mean – to them – that you’re not understanding their situation.  Silence can mean – to them – that you’re having trouble finding their order, coming up with their account, accessing their appointment information.  And silence can mean – to them – that you just don’t care that much, that you aren’t very interested in engaging with this person.

So, even though we’re not communicating verbally with someone when we’re silent, we are definitely communicating with them.  If we use silence intentionally, we’re silent to convey a certain message, or to be more thoughtful, or to ensure we’re just listening as sincerely and as productively as possible.

But think about, as well, these examples for when silence is overdone. There are times when that customer needs that dialogue, needs you to convey that understanding, needs you to convey the steps you’re going through on their behalf.

Ensure you understand the situation before you determine whether and how to use silence.  Then, use silence wisely.

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Be Grateful for the Good – 11/21/23

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

There are several different ways you could define gratitude, but I like the simple definition:  Being grateful for the good.  There’s a lot to be upset about, a lot to be frustrated with, there’s a lot to lament about in our customer service roles.  But even in these challenges, we can also find some good.

So, in this time of the Thanksgiving Holiday in the USA, here are some things for which we can all give thanks, and we can feel and convey gratitude…

I’m thankful for the customer who’s patient with a long wait on the phone or in a line.  I’m thankful for the person with the good attitude despite the complaint that they’re sharing with me.  

I’m thankful for the co-worker who lets me vent when things go wrong.  I appreciate co-workers who educate me on a job so that I can do it better, even though it’s not their job to be my informal trainer.

I appreciate the bosses who give team members support without micromanaging, and those individuals who are great models to follow.

I enjoy laughing with co-workers and customers; sometimes it’s about co-workers and customers, but it’s always in good fun.

I’m grateful that I have the technology to make my job more efficient.  I have gratitude for the kindness of others who think about little things I’ve said in the past and remember them, whether they’re my individual likes or my personal concerns.

I appreciate that people in customer service usually think first about what’s best for others before thinking about what’s easiest for themselves.  And I appreciate you all for subscribing to these tips and reading them every week.

As I noted earlier, gratitude is, in part, something you feel, often due to the kindness of others.  But gratitude is also something you can convey.  So, to those you are grateful for, tell them of your appreciation for their kindness.

Let’s all be grateful for the good.

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