issue resolution

Challenges Create Opportunity, People Create Change - 4/20/21


There are so many great things that have been said over the years about overcoming challenges, pushing aside the roadblocks of life, dealing with difficulties.  And these are important points of discussion because challenges are all around us.  There are challenges with our personal health or in our personal Read more

The Passive Predicament - 4/13/21


The employee is speaking to you.  Do they have that look in the eyes like they’re hanging on your every word, like they’re processing, interpreting, and getting ready to quickly respond to your key points and questions?  Or do they have the look of somebody in the 2nd hour Read more

Regain Lost Motivation - 4/6/21


For many of us over the last 12 months, our home has also become our workplace.  Our work interaction has been 2-dimensional through the computer screen as opposed to the 3-dimensional experiences we’re used to with co-workers and customers. We are all motivated in our own unique ways.  Some are Read more

The Answer is Right, but the Service is Wrong - 3/30/21


Maggie was irate.  The gift she ordered needed to be received by the 20th of the month so she could give it to her cousin for his birthday.  It was the 19th, and Maggie couldn’t find any shipping update online, so she called the company.  The employee said “Oh!  Read more

Question Everything, but What’s the Question? - 3/23/21


The new leader joins the organization, and she decides she wants to question everything.  She wants employees to question everything.  Why have we always done it this way? Why do we continue to do it that way? Is this the best way to work? Sometimes it’s a great management Read more

The Resourceful Rep - 3/16/21


One of our clients is seeking to develop Customer Service Standards.  We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience.  One of the key attributes that this organization is seeking from its team members is Read more

Be Proactive like a Pro - 3/9/21


We constantly work with clients, encouraging them to become more proactive with customers.  Don’t just be reactive, waiting for the customer to ask questions or to complain.  Instead, go to the customer, anticipate their needs, suggest something to them. But many of us, frankly, don’t know how to be proactive.  Read more

Find One Unique Thing - 3/2/21


Many of us are not in a position to develop long-term relationships with our customers.  Our encounters are often one-time only with a customer - very brief and likely to be our only time chatting with this individual. And even though there may not be a long-term professional relationship developed, Read more

Should I Stay or Should I Go? - 2/23/21


Should I stay or should I go?  That’s not just a classic song by The Clash.  It’s also the question customers ask more and more, especially during difficult economic times. A recent study in the Charlotte Business Journal noted that 50% of North Carolina businesses are concerned with how to Read more

Optimism – A Force for Good in Customer Service - 2/16/21


Will 2021 be a better year than 2020?  I have absolutely no idea.  Maybe it would be nice to see into the future and know for certain, but I can’t and I don’t.  But as I wade further and further into this year, I can hope that the water Read more

Channel Your Inner Consultant – 2/27/18

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


Oftentimes, when we think about customer service, we think about responding to our customer’s need or issue. We think about resolving the concern or reacting to the emotion. But at times, it’s beneficial for us to take a step back. Think about our past experiences. Think about our past customers. Think about what works best for people in similar situations.

That opportunity to step back is one that’s presented to us more than we realize. And it often is an opportunity that presents itself when a customer or patient or season ticket holder or some guest is uncertain of what to do next. They have something they’d like to accomplish, so they have a goal in mind but not a path to the goal. We find ourselves responding to their questions as opposed taking a step back and thinking “What would I recommend would be the best course of action for this person at this time?”

At times like this, channel your inner consultant.

Don’t think of yourself purely as somebody who’s reacting or responding in the moment. Instead, also think about yourself as somebody who has a wealth of experience and knowledge from which your customer may benefit. This is something that is difficult to do in the heat of the moment with an irate customer, but if you find yourself talking to a customer who has a goal or need and is simply looking for clarity, options, or an understanding of what course of action to take, then this is the time to take that step back and put on your consultant hat.

Consider using phrases like these in response to that uncertain customer or that individual seeking guidance:

  • From my experience in working with customers in similar situations, I’d suggest…
  • Based on what you shared about what you are trying to accomplish, I recommend…
  • In this instance, your best course of action would be…
  • Here are couple options you should consider in your situation…


Don’t ignore your experiences and expertise. Use it to help your customer make the best decision.

Channel your inner consultant.

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Use Privacy to Keep the Peace – 2/20/18

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


When conducting a Service Excellence Training session for an education client, I asked the staff from Student Services to describe situations where they encounter irate students. One of the employees noted how – when you correct the student or try to educate him on his part in the process – the conversation can either go really well or really badly. A student can either listen, understand, and move forward, or they can throw a royal fit. What’s the difference? The difference is WHERE the conversation takes place.

If the employee is noting what went wrong or telling the student that they needed to have taken some actions before showing up and they’re surrounded by students, the conversation can go negative very quickly.

However, the same conversation can take place with the same information presented by the employee in the same way, but where it takes place can elicit a totally different reaction.

The difference? Embarrassment.

The student can easily react defensively or angrily if information that puts them in a negative light is conveyed in a public environment. While this may seem intuitive, too often employees are engaging the student, the client, the patient, the family in a conversation in a public location that serves to do nothing but heighten the emotions of the customer.

In customer service, the privacy of the customer is actually your friend. Find ways to convey in a more private setting not only the bad news but also information about anything that the other person should have done or should have known.

Ensure that what you say doesn’t create an irate customer situation simply because of where you say it.

Use privacy to keep the peace.

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Fix the Unfixed Issue for Your Customer – 1/23/18

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


Here it comes again. It’s the issue that came to your attention last week but still hasn’t been fixed. It’s a glitch on the website, it’s a backorder issue, or it’s a new phone system causing the average wait time to double. You know about the issue, but – worse yet – your customers know about the issue. So how do you handle it when the customer brings it to your attention?

First, empathize and admit knowledge. Convey your understanding of the other person’s frustrations as you would with any complaint. Do not try to hide the issue. Tell them that you’re aware of it.

Second, note what is being done to resolve the problem. Tell them in general what is being done to address the issue. Even if it is a statement such as “We have a team looking at it” or “Our tech folks are investigating” or “The system is in the process of being upgraded” – those brief statements suggest that resolution is underway, and complaints of customers like the one that you’re talking with are being taken seriously. Don’t dwell on the details of the issue or all the specific actions being taken to rectify the concerns. This can get the conversation off track or going down negative path.

Transition to a near-term solution. Quickly move toward some alternatives that the customer could consider in the meantime. These are typically actions that YOU can take as opposed to having the customer go through several steps on their own to fix a problem that was caused by the company. For example, you could transition with statements such as: “Fortunately, we do have a couple other options for you to consider” or “However, there is some good news…” or “While we’re updating the website, here is what I can do for you right now…”

When dealing with a known issue, don’t ignore it, try to hide, or argue with the customer about it. Instead, empathize, admit knowledge, note the action being taken so they won’t have to deal with this again in the future, and quickly transition to an alternative.

Fix today’s customer issue even before the real issue is resolved for tomorrow’s customer.

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