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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

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

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2019 Holiday Poem – 12/24/19

Posted on December 24, 2019 in Customer Service Tip of the Week Please leave a comment

There is joy absolutely everywhere,

Sometimes you just need to look for it.

There are birds and babies.

There are flowers and sweet older ladies.

You just have to look for them.

People hold doors open for others, with smiles.

There are days when you can see for miles.

You just have to look for them.

There are friends and family to hug with abundant laughter.

There are gifts to give, and thanks to offer.

You just have to look for them.

There is fresh air to breathe,

Pets to pet,

Books to read.

There are bright eyes to see…

You just have to look for them.

There is joy out there. Look for it if you want to find it. Provide it, and you will receive it.

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Encourage the Customer – 12/17/19

Posted on December 17, 2019 in Customer Service Tip of the Week Please leave a comment

Everybody sing with me:  Feelings, whoa whoa whoa, feelings…

Excellent old song, and be thankful that I’m just writing the words and not singing to you.  While not all of us are comfortable with discussing feelings, feelings are an important part of the customer experience.

No, you can’t make someone feel a certain way, but there are things you can do or say that help to engender certain kinds of feelings.  That’s why we talk about conveying appreciation for the customer, so they will hopefully feel valued and important.

You also want customers to feel comfortable with your business and confident in their experience with you.  You want them feeling positively about the relationship.  Much of their perceptions about you and your organization, much of their decision-making about whether to stick with your company is about their feelings.

To build their comfort and confidence, consider encouraging your customers (as well as your co-workers).  Encourage them for what they’ve done:  You’ve made great progress. OR I’m impressed with what you’ve done.

Encourage them for what they will do:  Thanks for moving this forward. OR Thanks for taking leadership on this item.

Encourage them for who they are:  I appreciate your great attitude and energy. OR I appreciate you bringing so many productive ideas to us!

To engender positive feelings, encourage the customer.

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Hearing is Believing – 12/10/19

Posted on December 10, 2019 in Customer Service Tip of the Week Please leave a comment

“I just want to be heard.”

When I work with clients whose customers are the community, this is a phrase I’ve heard far too often from residents.  For retail businesses and other industries where there are many choices, often customers will take their business elsewhere instead of complaining.  But with government services, there’s often only one place to go for a particular service – the government.

Residents understand that when there are issues, a local municipality won’t be able to offer a gift card or a 10% discount on the next purchase.  Residents understand that a complaint won’t result in some compensation or possibly even a fix.  So, what do residents want?  Many just want to be heard.

Usually when a resident is venting to me about a government client, when they say that they want to be heard, they’re typically referring to two things:  The attitude and the action.  A listening attitude is conveyed when the employee is focused on them, the employee is patient about the issue, doesn’t interrupt, and is empathetic and understanding about the situation.  Residents want to know you understand what’s unique about them, possibly by stating the situation back to them.  And they want the body language and the tone to reflect that listening orientation.

But being heard also can imply action.  Maybe the employee said all the right things in the right way to the customer, but if the employee does nothing with the information, often residents interpret that inaction as not being heard.

Now, taking action doesn’t necessarily mean resolving the issue.  But at least investigate it further.  Ask a co-worker for advice.  Suggest an alternative solution.  Let them know you’ll share the concern with leaders so that similar situations don’t happen to others.  Tell them what they could do in the future so that the situation won’t arise again.  And if you did something for them, tell them that you did it.  They won’t know you took action until you tell them you did so.

Many complaining customers just want to be heard, and not until they feel that they have been heard do they believe that you care.

Convey you care by conveying you heard them with your attitude and action.

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