Customer Service Tip of the Week

Grind it out Today for a Better Tomorrow - 8/11/20


It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow. We’re all having to be more flexible.  We are all facing less consistency, less Read more

Increase Research for Improved Customer Relations During COVID-19


What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect. No Communication = No Connection If we don’t have some frequency of dialogue with the customer, then we Read more

Never Before… - 8/4/20


The importance of customer service is at the forefront again in our economy.  We noticed this clearly in the early 2000s when the country’s economy struggled, and we noticed it again during the Great Recession several years later.  Today, with yet another set of unexpected and extreme economic challenges, Read more

Effectively Teach the Customer - 7/28/20


The 1985 Harris and Rosenthal research project conveyed what really improves student learning based on the interaction with the teacher.  The top two factors that teachers used to increase learning were (1) The duration of the interaction with the student and (2) The encouragement of the student.  In 3rd Read more

Meet on Equal and Even Ground - 7/21/20


“To be of most service to my brother, I must meet him on the most equal and even ground.”  Henry David Thoreau wrote this in 1841, and it applies almost 180 years later in customer service. We often talk about empathy, and empathy relates to an employee having an understanding Read more

When Customers are…Jerks - 7/14/20


Some people are a little extra…uh…difficult to deal with these days. Customers may have concerns or complaints – many of which are justified. But some customers act like…well…jerks. They’re not kind or understanding or have any idea how poorly they treat others. They’re obnoxious and yet, we still have Read more

Customers Appreciate Your Kindness - 7/7/20


The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected Read more

6 Common Sense Responses to Customer Service Encounters - 6/30/20


I’ve run into this personally and professionally, and it drives me batty! Sometimes there’s a lack of common sense in the customer service provided by companies. And often that lack of common sense is due to the preference of a business to provide service in a certain method, to Read more

Caring for Co-workers through COVID - 6/23/20


A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified - Loneliness and Collaboration/Effective Communication. When you hear something like this - that individuals working remotely are Read more

React, Reflect, Respond - 6/16/20


Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react. I love people who are in customer service roles. These are the folks that people say things to in the business world Read more

Grind it out Today for a Better Tomorrow – 8/11/20

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It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow.

We’re all having to be more flexible.  We are all facing less consistency, less predictability.  Work processes are different.  Customers are different.  Expectations of us are different.  Communications with teammates are different.  And for many, our personal lives and those of our loved ones are very different.

In the future, when we look back on today, we may remember all the difficulties.  We might not remember all the positives, but we will be stronger in the future.  We will be better equipped to deal with the difficulties that come next.  And though work…and life will be difficult again, we will be more prepared – mentally, physically, spiritually – to get through those tomorrows because we got through these todays.

You are building wisdom, strengthening your character, and having experiences that will guide your future decision-making and your direction.  Maybe there are a lot of small defeats today, and maybe some big defeats today, but they can be stepping stones to big joys and victories tomorrow.

So, grind it out today, this hour, this minute.  Persevering through today’s challenges is a victory in itself.  Tomorrow will be there tomorrow; no use worrying about it today.

Persevere through this day.

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Never Before… – 8/4/20

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The importance of customer service is at the forefront again in our economy.  We noticed this clearly in the early 2000s when the country’s economy struggled, and we noticed it again during the Great Recession several years later.  Today, with yet another set of unexpected and extreme economic challenges, companies are fighting to keep customers.  They’re coming up with creative ways to change the customer experience.  They are trying to identify unique opportunities to provide customer service in a way that works best for the customer.

We’re seeing enhanced delivery of services and packages.  We’re seeing the offer from businesses to take products out to customers while they are in the car.  We see employees wearing masks and facilities being sanitized like never before.  We’re seeing acceleration of technology options for customers to browse and to buy and get their questions answered.

But the products themselves remain relatively the same. The services themselves remain relatively the same.  The programs themselves remain relatively the same.

So, what is different?

We’ve always defined customer service as the Attitude (and skills, knowledge) conveyed by employees and the Processes within which the customer experiences the service and the product.  These are the areas where companies are making significant change.  They are improving customer service by improving Attitudes and Processes.

Companies are realizing the importance of retention and the value of the customer more and more, and they are finding different ways to deliver the same product.  They’re more overtly appreciative of the customers they have and those that are taking the steps to stay with the businesses.

There are many lessons learned here, but the one key takeaway is that customer service matters.  Customer service adds value.  Customer service leads to higher retention and sales.  And customer service is about serving the customers in a manner that would work best for the customer.

The keep a customer, find out how to best serve the customer.

Serve like never before.

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Effectively Teach the Customer – 7/28/20

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The 1985 Harris and Rosenthal research project conveyed what really improves student learning based on the interaction with the teacher.  The top two factors that teachers used to increase learning were (1) The duration of the interaction with the student and (2) The encouragement of the student.  In 3rd and 4th place were gestures and smiles, and since we talk a lot about body language, will defer those for now.

So, let’s talk about the top two and how they relate to customer service.  Oftentimes, you are in the role of being a teacher to the customer – particularly in this COVID-19 world where we’re having to do things differently, where customers are having to do things differently, or customers are often having to do things for themselves.  If we want them to retain what we teach, we need to shift some of the past paradigms in the customer service world.

Longer Conversations – First, a short customer conversation may be good for a call center’s handle times, but it’s bad for a customer’s learning.  Increasing our patience, planning for more time with customer encounters, and ensuring customer understanding of processes, activities, and expectations – these actions have the greatest effect on how well the customer learns what we’re teaching them.

Encouragement – Second, it’s not just a matter of conveying the right information and allocating the time to it.  It’s also a matter of encouraging the customer. I know we don’t often think of ourselves as the coach to the player as employees to the customer, but when we are helping them to help themselves and expecting them to do things differently, we need to encourage them just like coaches encourage players.  We need to give them positive feedback just like teachers should with students or – for that matter – we should with each other.

When you find yourself in the role of educating others, allow for longer interactions with customers, and ensure the content is complemented by your encouragement of the customer.

Be a great teacher to your customers.

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