communication

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

When Jack Gave Arnie a Tip - 1/21/20


Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time Read more

Make it Abundantly Clear - 1/14/20


Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were Read more

Become the Wishing Well - 1/7/20


When you don’t know if the next step will solve the customer’s problem, give hope a chance.  If you’re not certain how things will progress on their project, give hope a chance.  If you want to end the conversation by having them feel positive, even if uncertain, give hope Read more

Why Silence is Golden - 12/31/19


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 Read more

2019 Holiday Poem - 12/24/19


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 Read more

Words that Convey You Care – 10/30/18

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


Of course you care about your customer and your co-worker. You wouldn’t be reading these tips, trying to learn and improve, if you didn’t care. But sometimes that caring doesn’t get translated based on the words that we may use. So, we’re going to walk through 3 different scenarios, and for each scenario we will suggest what NOT to say (Because it may convey that you’re indifferent), and we’ll offer alternatives on what TO say to convey you care.

SCENARIO 1: The customer requests something from you, and you’re not sure it can be done.

  • Don’t say “That probably won’t work.”
  • Tell them that “I HOPE we can help…” The word “hope” displays your desire to help. Then, explain how you’ll investigate their request.

SCENARIO 2: The customer requests that you personally do something, but it’s not your responsibility.

  • Don’t say “That’s not my job.”
  • Tell them “Let me get you in touch with the person who can best help you with that.” This response conveys you’ve taken ownership at least to the point of getting them in touch with the right person. You care enough to help them get their need met.

SCENARIO 3: You are asked to help with something that is a low priority to you (although it’s a “big deal” to the customer).

  • Don’t say “That’s not important” or “That just doesn’t matter” or “That’s a low priority” or “That’s not a big deal.”
  • Say “I understand that this is important to you. Let’s see what we can do.” You acknowledge – with your words – the importance to them. You are looking forward toward a solution.

Ensure your words don’t convey you’re indifferent. Use words that convey you care.

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Watch that tone, young man! – 10/2/18

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


Watch that tone, young man!

When I was growing up, unfortunately I heard that phrase more times than I care to admit. Maybe that’s why I’m so cognizant of my tone today and so in tune with the tone of voice that others use as well.

An Australian training firm recently authored an article that addressed tone of voice. Even though this article is a little more sales-focused than customer service-focused, it’s an interesting read. It not only describes how to interpret different tones of voice, but it also promotes the need for you to be intentional about the tone you use based on what message you want to convey.

If you want to seem reasonable, don’t overemphasize any words. If you want to convey you care, speak with a slight rasp or a little bit more from the throat. If you want to come across as “up-beat,” have your “vocal inflections rise at the end of certain words,” particularly the other person’s name. For example, say the following phrase twice – first with a flat tone and second where you emphasize “Mary”: Mary, nice to meet you.

There are 8 tips, so feel free to check them out. The main point I want you to think of – beyond the specific techniques suggested – is that you need to have an intent of what kind of message you want to send with your tone, so that your message is delivered and heard the way you want. Pause, and consider the tone before you speak.

Watch that tone, young ‘Tip of the Week’ fan!!

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Relate – 9/18/18

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


People tend to be drawn to people that they can relate to in life. Steph Curry is not 6 feet 8 inches and 260 pounds, built like granite. He’s about 6 foot 3 inches, but on a basketball court he looks kind of like a guy who you might work with or someone you might see grabbing a burger in a low-key restaurant. He is the most popular basketball player in the WORLD among Millennials, and people can relate to him.

When we are interacting with a customer or a co-worker, it’s not necessarily our goal for that other person to like us. We can’t control their feelings or their perspectives, but it often helps the tone of the conversation, the dialogue, the flow, the patience the other person exhibits if they feel like they can relate to you.

If they are booking a trip, and you have gone to that location before, that’s a point of relating. If they are walking their dogs in the home improvement store and you enjoy pets, that’s a point of relating. If they call you on the phone and you recognize the area code as something familiar, that’s a point of relating. If they talk about their kids or their cat or their home or what excites them or their concerns, those are all points of relating.

Now here’s the key. Address those points of relating in the conversation with the customer. Don’t just notice the location of the trip or the dog or the area code; bring it up in conversation. Don’t just let that comment about the kids or the cat or the home or what excites them pass you by. Bring it up in the conversation. Don’t let those little commonalities of life pass by like a stranger on the street. Take the time to highlight them, and take the time to relate to the other person.

It creates a different tone. It can make the encounter more enjoyable. It may even engender a little bit of goodwill and patience.

Relate.

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