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Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

Affirming the Customer with Empathy - 4/14/26


We’ve spoken and written about empathy for the 20+ years of these customer service tips, noting empathy as the most important quality any individual can have if they want to be great at customer service.  We’ve shared that - in order to serve our customers most effectively – it’s Read more

The Power of Teaching While Helping - 4/7/26


If you’re trying to develop a relationship with the customer rather than just simply handling their transaction and moving on, you are taking a long-term view.  You realize that that individual is someone you want to keep with your business for months or years to come, so it’s a Read more

Bear with Me - 3/31/26


As a customer, you’ve probably called a company and heard the phrase “bear with me.”  At that point, you know there’s going to be some sort of delay.  The CSR is giving you a heads up that there’s going to be additional wait time.  Essentially, they are trying to Read more

Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

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Why Silence is Golden – 12/31/19

Posted on December 31, 2019 in Customer Service Tip of the Week Please leave a comment

In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence.

But don’t let those truths of the need to speak and converse keep you from seeing an even bigger truth. In customer service, silence truly is golden.

Blessed is the man who, having nothing to say, abstains from giving us word evidence of the fact – George Eliot

We’ve often said that empathy is the greatest quality for someone in customer service, because it requires us to understand others before we can serve others. And to best understand, we need to be great listeners.

Silence is not always a Sign of Wisdom, but Babbling is ever a Mark of Folly – Benjamin Franklin

Sometimes we get into a flow of things in conversation such that what goes in our mind pops out of our mouth without necessarily the intent in saying what we really need to say in the way that we really need to say it. Listening and having an intent to how we respond shows greater wisdom and respect for the other person than speaking without any filter whatsoever.

Speaking comes by nature; silence, by understanding – A German Saying

Many people in customer service are naturally conversational, but by sharing every thought, we could be missing that which is in the other person’s mind.  We might not be seeking to find a deeper understanding of what is going on with the other person.  We may be a great conversationalist, but we can prove it by letting the other person talk just as well as we can prove it by hearing ourselves speak.

As you embark on 2020 and try to get even better than you already are in working with and serving others, concentrate on listening just a little bit better…speaking just a little bit less.

Remember why Silence is Golden.

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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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