Customer Service Tip of the Week

Create a Common Definition of Customer Service - 9/15/20


Peter, Paul, and Marie are co-workers. They are all customer service representatives.  When Peter thinks of good customer service, he defines it as being friendly to the customer. “And I am friendly,” Peter says.  “That’s why I don’t know why they send me to customer service training.” Paul thinks customer Read more

COVID-19 Demand Management Strategies for Customer Service Channels


We all want demand for our products or services.  This helps us to generate revenue and to provide something of value to our customers and communities.  But customer demand does not strictly relate to products and services.  Demand also relates to communications, information, issue resolution, education, and other aspects Read more

Hard work never killed anybody, but why take a chance? - 9/8/20


This is a quote by Edgar Bergen.  He’s one of the most famous ventriloquists of all time, but I guess he wasn’t necessarily one of the hardest workers of all time.  By sharing this quote, I am not supporting the idea that we shouldn’t work hard…or am I? We only Read more

Reach Out More for COVID-19 Customer Retention


Ever since the Coronavirus pandemic became a reality for individuals, their communities, and their countries, it became clear that people were going to be hurting…that lives were going to be changing…that the realities of the past were going to be very different from the current and near-term future realities. When Read more

Using I, We, or You in Customer Service - 9/1/20


It’s amazing how many conversations can go horribly wrong or incredibly right, not because of the use of a 4-letter word, but simply because of the use of a 1, 2, or 3-letter word – I, We, You. The incorrect use of I, We, You in conversations causes problems more Read more

Get Your Guru On - 8/25/20


You may have heard of management gurus - these people who seemed to know all and be all, to have the wisdom of 1000 leaders.  Maybe you’ve heard it in your industry as a guru in sports psychology or the master of economics or sociology or human behavior. And so Read more

Whether You Believe You Can Do a Thing or Not, You Are Right - 8/18/20


This is a famous Henry Ford quote, and the quote is all about self-belief, all about confidence. We’ve often spoken about the need to be confident and how to gain confidence, because that confidence - or the lack thereof - is imparted on the customer. But how does a customer tell Read more

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

From Team-up to Partner – 4/21/20

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The phrase used to be “Team-up.”  Company A and Company B are going to Team-up to address this big consumer need.

Now the term is “Partner.”  Organization A and Organization B are going to partner together to seek a resolution to this community issue.

Both of these phrases essentially deal with different organizations working together with a common goal.  But even within the same organization, the ultimate organizational success usually requires people from different areas or with different functions to “Team-up.”

So, what do you do when you’re asked to Team-up with someone else at your own company?

To Team-up effectively, here are 3 quick suggestions:

  • Help Others – When you see a co-worker with a need (figuring out some video conferencing app, understanding how to interpret a policy, or dealing with a difficult customer situation), stop what you’re doing and offer to help. Don’t simply bypass someone in need.
  • Know Your Role – Understand how your job, your skills and expertise, and your experience fit in the greater organization. Know how your actions and decisions affect others; often, what you say or the work you produce (your “Output”) is the Input for a co-worker.
  • Collaborate with Others – Be willing to meet with and work together in formulating plans, dealing with issues, and delivering services. Support what’s best for the whole group, even if it may not be your first choice.  Encourage your co-workers and give them positive reinforcement.

Before you Team-up with others, take a moment to truly understand what is expected of you. Seek opportunities to help, understand how you affect others, and work with others as a good teammate toward a collective goal.

Team-up.

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6 Ways to Provide Something Extra – 4/14/20

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Winnie and Wayne ordered take-out last week, and when they brought their food home, they put the bag on the kitchen table and started unloading.  As they were pulling out the boxes, they noted two little handwritten notes. Each was a Thank You Note written by a different employee – one for each customer.

True story. Simple gesture. Special to the recipient, especially considering how exceptionally tough times are in the restaurant industry.

Sometimes when we are hurting, the best thing to do is to give a little extra to somebody else.  Sometimes when having customers knocking on your door every day is no longer a given, we need to do a little something extra.

Here are some “something extras” that we can consider doing for customers in the days where we’re currently living:

  1. Send that handwritten Thank You Note to a customer.
  2. Call or e-mail someone in an informal and personalized way just to check on them.
  3. If you find something that is helping you mentally, physically, spiritually, share that with others that you think may be open to that type of example.
  4. If you are waiting on something for the customer to do to complete a transaction or to get a process moving, either do it for them and let them know, or give them a quick call or text as a reminder to help them keep things moving.
  5. In e-mails and calls, don’t just share the facts, ask how they’re doing and convey that you hope they stay safe.
  6. In a “Stay-at-Home” world, find ways to virtually provide/receive information so they don’t have to make a trip.

I’m heartened by how much people are rallying around each other and, in many ways, being more collaborative and less conflict-oriented.  Many of these behaviors are simply reflective of a more caring culture.

Find some ways to give something extra.

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Hope is a Powerful Word – 4/7/20

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It was a typical daddy-daughter conversation. The two were just chatting about whatever a father and an 8-year old discuss, and the father decided to ask his daughter a question. What is your favorite word?

With no hesitation, the girl said “Hope.”

“What a great word!” the father replied.  He was happy with his daughter’s answer, and it was an encouraging sign.  Hope is an important word to her.

And the word Hope seems even more important, even more powerful when you look at some of the antonyms of Hope:  Despair, doubt, fear, distrust, discouragement.  Any word that is the opposite of those has to be pretty positive and pretty powerful!

Hope is not just an important word to an 8-year old, but it’s a powerful word for any of us if we understand what it means and we apply it to our daily lives.

As people who work in business, as people who serve others, we need to realize this word’s important to customers, as well.  There’s a level of uncertainty implied when using the word Hope, and I know in a lot of situations with customers, there’s no guarantee of what the next step will look like or what the result will be; there’s no certainty about whether some things will work or they will meet the timeline or happen in an exact way.

But it’s powerful to say to customers that We Hope this addresses your need. We Hope that this will resolve your issue. We Hope that you enjoy the experience. We Hope that the outcome will be what you need.

When we use Hope in this context, we are positioning ourselves on the customer’s side. We’re not just conveying what could happen, but we are conveying to the customer that we desire what they desire, that we want what is best for them.

The next time you explain a step or a process or what’s going to happen next to a customer, if you have any uncertainty about what will transpire or the impact it will have, convey some Hope.  Show that you not only know your stuff, but show that you want what’s best for them.

Let the customer know of your Hope for them.

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