communication

Reach Out to Customers the Right Way - 3/31/20


Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal. If you’re in one of the industries where business has slowed, there may be Read more

LEAD them Away from Anger - 3/24/20


Last week we addressed keeping our personal sanity.  This week, let’s discuss dealing with customer insanity.  That may not be the best choice of words, but many customers are overreacting.  In last week’s Tip, we discussed dealing with emotions of anxiety and nervousness from customers, but many customers are Read more

4 Tips for Personal Sanity in Public Crisis - 3/17/20


We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible. With all this activity swirling around us, we still Read more

Create Mutually-beneficial Relationships - 3/10/20


We have worked with many clients over the years who have long-term staff in customer service roles.  At some point, the company decides to add a sales component to the responsibilities of the representatives, and the sparks start to fly! I was not hired to sell. This is not in Read more

Predictability Excites these Customers - 3/3/20


Sherrie had used that airport one too many times.  Sure it was convenient to her home, only 20 minutes away, but it seemed like every time she scheduled a flight, there was a delay.  And since it was not a “hub” airport, if she had to fly any significant Read more

Who Loves Ya, Baby? - 2/25/20


Telly Savalas played Kojak - a hard-nosed detective who solved crimes while eating a lollipop.  He was a tough guy with a tough attitude but a soft side.  He used to say:  Who loves ya, baby? So, who loves their customer? If you want to see somebody who loves their Read more

6 Actions for Attitude Adjustments - 2/18/20


The battle over one’s attitude can feel like a never-ending fight… I need to stop letting little things bother me. I need to not let that customer’s anger infect my mindset.  Just because my co-worker isn’t doing what they said they’d do shouldn’t mean that I should have an attitude Read more

A Hair-Cut Above...and Below - 2/11/20


After going to the same barber for more than a decade, I decided to leave.  The customer experience went down, and the price went up.  For my last several visits, I was the one who was driving the conversations – when I could get a word in edgewise between Read more

When Employees Fight Over a Customer - 2/4/20


There’s nothing like the feeling of comfort I get from a warm greeting at a business establishment.  A feeling of “you are my most important customer” and “I cannot wait to serve you” brings a tear to the eye of a customer service consultant.  But that’s not the only Read more

LOTS of Opportunities to Appreciate Customers - 1/28/20


They give us their money, and we give them merchandise. We say “Thank you!”  That is the old-time stereotypical opportunity for a company to thank their customers.  But there are opportunities all day long for us to convey appreciation to our customers. Beyond the actual transaction, there are so many Read more

Why Silence is Golden – 12/31/19

Posted on 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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Should you tell the customer? The Employee’s Dilemma – 4/30/19

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Last week we looked at the dilemma that many companies face – When there is an issue that is going to happen, should they tell the customer? This week, let’s address that same question from the employee’s perspective.

I personally experience employees struggling with this question when I’m in the role of the consumer. I’m talking to the customer service representative, and they’re saying they can take care of something, but they’re not telling me how long it will take. They are talking to me about some additional options, but they are not letting me know how much they’ll cost. Sometimes it’s not even during a conversation when I experience this as a consumer. I go to a website I utilize often, and it has unexpectedly changed dramatically. I call to talk to my customer service representative, and they’ve left the company.

There was no communication about how long the process would take or the cost of the additional options. There was no advance notice that the website was changing or that my account representative was leaving.

This lack of communication could be caused by the employee not wanting to bring up an issue that may make the customer upset or result in a longer call. The employee may try to avoid conflict, or they may be evaluated on how long they spend on the phone. Maybe they don’t notify the customer of the new website or the exiting account representative because they themselves weren’t aware, or maybe they were aware but don’t think ahead and view situations through the eyes of the customer.

The reasons are varied, and while some of those reasons are not controllable by the employee, some are controllable. The employee can choose to talk about process steps and timing, or not. They could address the pricing of the different options, or not. They could give the customer a “head’s up” on the new web design or the fact that the account representative will be leaving, or not.

When deciding whether to be proactive and tell the customer about the issue or the change about to happen, start with this core question – What’s in the best interest of the customer?

It’s hard to fail in your role as someone seeking to serve and retain the customer by doing what’s in their best interest. Communicating the unwelcome news may be the tougher decision, but it’s usually the right decision.

Communicate in a way that addresses the best interest of your customer.

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Should you tell the customer? The Company’s Dilemma – 4/23/19

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


I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the company level. Next week, we’ll address the question at the individual employee level.

At the company or strategic level, the discussion usually centers around some change the organization is about to make. Maybe they’re going to test something in operations or in a system or with a service that might have some negative ramifications to the customer. Maybe they’re going to eliminate a perk or benefit that many customers utilize. Maybe they’re going to change a policy or procedure or stop providing a feature that customers enjoy.

So, should that company tell the customer? If the company doesn’t tell the customer, it oftentimes is because they don’t even think about the customer. They are so focused on their project or their product or their process or their promotion that they don’t think about everybody who might be impacted. Sometimes they’re trying to avoid complaints by not drawing attention or awareness to a change some customers might not like.

A way to answer this question at the company level is to keep in mind that problems are created when a customer expects “A” and they get “B”. Also keep in mind, that when a customer brings a problem to the attention of the organization, the customer’s in control of how that conversation goes. However, if the company takes control of that conversation by notifying the customer of what’s going to change, the company has control over what that message is, how it’s delivered, and within what environment that message is sent.

While there is no one pat answer to this question, most organizations in most situations need to tell the customer. They need to be upfront on what’s going to change so that they can maintain some control over how that communication goes with the customer.

Few organizations have failed because they are too proactive, too open, and too honest with their customers.

When deciding whether or not you should tell the customer, lean toward those options which build trust and transparency with your customer.

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