customer service

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


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 Read more

Customer for Life – The Final Step - 4/16/19


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them. While the 3rd step is the Read more

Use the Actions of Empathy - 4/9/19


I firmly believe that the most important personal trait of someone in customer service is empathy. If empathy is understanding the other person, then it’s very difficult to truly serve someone that you don’t understand. Particularly when they’re upset or irate, being empathetic and getting them to Read more

Customer for Life – The Third Step - 4/2/19


Two weeks ago, we addressed the Second Step of keeping a Customer for Life: Never let a relationship go stale – keep the communication going. Now, we’re sharing the Third Step. To have a customer for life, you have to address what will keep them. Read more

Facial Recognition is the Future of Customer Service - 3/26/19


According to a recent New York Times article, facial recognition is the future of retail customer service. A trend in technology for retail businesses is to utilize facial recognition technology in order to better know who is entering your business. The idea is that if somebody within Read more

Customer for Life – The Second Step - 3/19/19


Two weeks ago, we shared a Customer Service Tip on how to get (and keep!) a Customer for Life. We addressed the First Step, Knowing what you need to know about the other person. Now, we’re sharing the Second Step. To develop a relationship with anyone, there has to Read more

Employee Runs for a Dog Run - 3/12/19


I was never a Boy Scout. I mean in the literal sense, but also somewhat in the figurative sense, but I digress. After years of telling myself that I needed something to help my dog get exercise outside without worrying about him trying to dig under a fence and Read more

Customer for Life – The First Step - 3/5/19


This should be the goal, right? That our clients today will be our clients tomorrow and well into the future. That their loyalty grows, their business with us grows, their referrals grow, and it is all part of a relationship that grows and develops over time. But what’s the Read more

Retrain Your Brain - 2/26/19


Admit it. You thought about it. You thought: Why in the world did the customer try to assemble that before reading the instructions? Why would they drive all the way down here instead of just checking the website? Why would they go through the drive-thru when they can deposit using Read more

Look Up, or Look Out! - 2/19/19


The clerk called out “next in line!”, and Frannie went to the counter. “Can I have your name?,” the employee asked, but she stared at her computer screen while asking. Frannie stated her name, the time of her appointment, and noted the reason for the appointment. Staring at the screen, Read more

A Representative Success! – 12/11/18

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


I was in a meeting recently with a client, and it was interesting to chat with one of their best customer service representatives. This is an employee who works with the same business clients every month, and when she described what she does, best practices started flowing.

She knows her customers so well that when she sees their phone number pop up as they call her, she immediately knows who it is that’s calling. She immediately recalls: Jane is a cat person; Bob’s been having a hard time lately. She then starts the conversations by asking about their kids or their family or their work or their pets.

She thinks of these nuggets and utilizes them for those she cares about – her customers.

There are thousands of individual products and hundreds of pieces of equipment and parts that her company sells and services. But she is exceptionally knowledgeable about the details such that she not only knows what the product is, but she also knows which clients might be interested in which products based on which promotions.

She is fortunate to be in a company where the culture is more about relationship-building and development than it is about quick handle times on the call. That positive cultural focus enables her to be patient with the customers in-the-moment as well as to think long-term about how she handles the call today and the impact that will have on her relationship and sales moving into the future.

She communicates frequently and freely with her regional sales managers, and they have a clear understanding of when and why one would communicate with a particular client versus the other.

The skills and attributes of this individual are the skills and attributes of somebody who truly cares about her customers and cares about her job as well. These are attributes that focus on long-term thinking, and the result is long-term success.

Learn from this representative’s best practices!

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Do Nothing for the Customer, and Make Them Happy – 6/26/18

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


Thomas did nothing for me, and I was impressed. I was walking down the hall at my office a couple weeks back, and Thomas, the maintenance manager, stopped me. Apparently, the people in the office next door were suffering from undo heat in the middle of summer, and I had two cooling vents in my office, one of which was unused. The temperature in my office was absolutely fine, as Thomas had made an adjustment for me a couple years ago.

Thomas asked “Are you going to be in the office at 6 AM tomorrow?”

“No,” I said. Thomas said that he would be in my office at 6 o’clock to switch one of the vents over to the hotter office, and he just wanted to make sure he wouldn’t inconvenience me if he was there from 6 AM to 6:30 AM.

When I walked into my office the next morning, everything felt the same. Virtually everything looked the same except there was a tiny bit of white dust on my desk from the ceiling tiles. Thomas obviously had been in my office, he had left, and according to the people in the office next to me, their office was much cooler because of his work.

Technically, Thomas did not do anything specifically for me. He did it for someone else, but I left impressed. He asked my permission before entering my office. He came in at an exceptionally early time in order to avoid inconveniencing me. He did work that I’m sure was physical and somewhat messy, and yet he left my office looking the same as when he entered.

Sometimes we can impress our customers without doing anything specifically for them.

Consider if you do a great job communicating that certain technology is going to be down for maintenance, and since the customer knows that, they avoid those times and never experience the downtime.

Consider situations where an employee sees you waiting or senses you have a need, and they proactively engage you and let you know what they’re doing and why they might be a couple minutes before they can serve you. Essentially the employee is doing work for others, but you appreciate their consideration of you and your time.

You don’t always need to WOW the customer. Just proactively communicate expectations.

Do nothing for a customer, and make them happy.

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How to Deal with the Non-Conversational Customer – 4/24/18

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


The customer would not say much. He was giving one-word answers when you’re seeking information. It was “like pulling teeth.” Maybe he was shy. Maybe he was ticked off. Maybe it’s just the way he normally speaks.

Regardless of the reason for the lack of dialogue, you need information. You have other customers to serve. You need to make the conversation work.

When you find yourself in a situation with a customer who is basically non-communicative, here are some tips to still hold an effective conversation:

  • Start by asking simple close-ended questions such as “Did you make the purchase in the store or online?” A few close-ended questions create a dialogue and add a little bit of rhythm to the conversation. The conversation starts to flow.
  • Be very appreciative of any response they give. You may reply to their brief response by saying “That helps!” or “Great!” Then go to your next question. You’re creating a positive tone instead of showing any frustration with their brevity.
  • Explain why you’re asking the questions. Oftentimes the hesitation is because they either don’t know why you need the information, or they are making negative assumptions about why you seek the information.
  • Confirm everything back to them. Because the non-conversational types usually don’t give you a lot of information up front, to ensure you understand the full picture, you often have to piece together multiple responses to your multiple questions.

 
The next time you’re in a conversation with someone who is obviously giving you very little to go on, hold back in your frustration. Taken a couple deep breaths, then get into a rhythm, be appreciative, explain why you need the information, and confirm it all back.

Learn how to deal with the non-conversational customer.

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