phrases

Bring Magic to Your Account Management - 1/19/21


One of our first sports-industry clients was the Orlando Magic.  They were a true leading-edge organization in the early 2000s when it came to dedicating resources to season ticket holder retention.  They didn’t make customer service, relationship-development, and renewals simply a function of the Sales department.  They broke it Read more

Customers Want Easy, but Easy is Difficult - 1/12/21


New employees go through days of training to learn products and services.  They have formal workshops to learn how to use their office applications, web functions, and whatever programs are specific to their department.  They test new technology, and they get quizzed on knowledge of policies.  This is hours Read more

Make 2021 the Year of Building Relationships - 1/5/21


I’ve been very fortunate over this company’s 20+ years in business to have great and long-lasting relationships with many clients, colleagues, business partners, and co-workers.  It’s a gift to be able to call on these individuals for advice or referrals or to be a sounding board.  And it’s just Read more

Bring Warmth During Winter - 12/29/20


Winter is upon us.  Now, winter can mean different things to different people in different regions, but just the word conjures up cold.  It conjures up visions of snow.  It conjures up feelings of wind and lack of warmth. Although some of us may like the cold at times of Read more

2020 Holiday Poem - 12/22/20


When in the role of customer service,We are wired to give and give.It’s built into our DNA.It’s simply the way we live. In order to give to others,We need to find ways to give them their fill.We need to pour empathy and openness into them.To serve, we need to have Read more

It’s NOT about the Cinnamon - 12/15/20


It was happening again.  Jessica had just handed the freshly made concoction to her coffee shop customer, and less than a minute later, the customer was in Jessica’s face, red as a beet, ranting and raving:  I specifically asked for extra cinnamon on top!  Does this look like extra Read more

Locke-in from the Start - 12/8/20


John Locke was a 17th century English philosopher, physician, and researcher.  He wrote many papers arguing particular points, oftentimes using reason and facts as the basis for his position.  He noted that many disagreements start because there is – in my words – a lack of real clarity about Read more

The End of the Tunnel - 12/1/20


Have you ever heard the expression:  There’s light at the end of the tunnel… In this COVID-era world, it sure does feel like the tunnel is long, doesn’t it?  It sure feels like this is not a light that we’ll be at in 2 seconds after the train goes another Read more

A Lesson in Gratitude - 11/24/20


Mr. Robinson went to the hardware store with his teenaged son, Steve.  Steve was starting his first woodworking project – building a small coffee table – and needed supplies.  As they walked the aisles, Mr. Robinson and Steve couldn’t find the exact type of wood they wanted, so Mr. Read more

Why Your Job is Important - 11/17/20


I was speaking with a client recently, and she was telling me about one of the classes delivered by their professional development team. Her description of the course reminded me of some client workshops we’ve conducted where a part of the outcome is having individual staff develop Personal Mission Read more

Bring Warmth During Winter – 12/29/20

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

Winter is upon us.  Now, winter can mean different things to different people in different regions, but just the word conjures up cold.  It conjures up visions of snow.  It conjures up feelings of wind and lack of warmth.

Although some of us may like the cold at times of year or around certain seasons, we don’t like the cold at the start of a conversation.  And oftentimes, customer service representatives can come off as being cold right at the beginning of a customer conversation without ever meaning to do so.

The customer makes their request, and this is how the employee responds:

  • What’s your account number?
  • What’s your name? What’s your phone number?
  • To confirm your account, I need your mother’s father’s wife’s daughter’s maiden name…spelled backwards.

 
While all this information might be valuable, there is typically little warmth associated with the words.  There’s virtually no communication of wanting to help that person or caring about that person’s needs that’s conveyed through the phrases used by the employee.

By simply responding to a request with a few key words or phrases, the conversation can start much warmer, much more pleasant, and take no more time than 1-2 seconds additional.  How about starting with:

  • I will be happy to help you with that request.
  • We can definitely address that for you.
  • I can help with that right away.
  • Great! That’s something I can take care of for you.

 
Simply sprinkle a “happy” or a “definitely,” a few “for you” expressions or “I can help” into your initial response to the request, and the tone and warmth of the conversation will start in the right direction.

Bring warmth to the beginning of your customer conversation.

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I Think I Think is Wrong – 10/20/20

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I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much.

Please forgive the Shakespearean reference, but it seems to fit well here.  When we are talking to co-workers and customers, and we’re giving our opinion or sharing some information or knowledge, the other person knows we’re speaking. The other person knows the news is coming from us.  However, many of us feel the need to put the phrase “I think” in front of a lot of what we say.  We feel the need to say something like “from my perspective” before we give our perspective.

And while it may be accurate wording, it’s often unnecessary.  And it’s not only unnecessary, but it can reduce the credibility of the statement, the strength of the word, and the confidence the customer has in what you’ve said.

Let’s repeat what’s at the top:  I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much.

Now compare without “I think” included:  That’s not going to be feasible.  We can do that.  You’re on the right track.  Thou dost protest too much.

The “I think” leaves doubt, and – if there’s no room for doubt – you’re creating uncertainty unnecessarily.  If you say I think that’s not going to be feasible, the other person could ask if you could check just to make sure.

If you say I think we can do that, then the customer may ask if they could talk with someone who can confirm whether it can be done.

If you say I think you’re on the right track, the customer may ask what they should do differently.

By creating doubt, you could be lengthening the conversation and creating more work for you or your co-workers.  You could be curtailing customer confidence when you want them to support your conclusion or suggestion.

If there is no doubt, eliminate “I think” to build customer confidence.

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Know What You Don’t Know – 11/5/19

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Twitter, Instagram, Facebook – yak, yak, yak.  In the social media world, there’s an awful lot of talk that goes on and a lot of opinions shared.  But sometimes those opinions are not based on any level of deep knowledge. Sometimes they are based on assumptions.

In the world of customer service, basing actions on assumptions is a risk we shouldn’t take, and it’s a risk we do not need to take either.  Taking action is work. Taking action also requires a customer’s time and almost always has some kind of an impact on the customer.  So before we take an action, let’s make sure we know what we need to know.

When responding to a customer need, briefly in your mind run through a mental checklist.  Run through the 5 W’s:  Do you know the Who, What, When, Where, and Why?  If not, these are questions you can ask the customer to give you the information you need before you take action:

  • Who – The name of the person with the need or those involved in the request.
    • Can I get your name, please?
    • Who needs this service?
    • Can I get the name of the person needing this item?
    • To whom am I speaking?
  • What – A description of what they want done.
    • Which service do you need?
    • What would you like done?
    • Which item are we discussing?
  • When – A common understanding of timeframe – when it’s needed.
    • By when do you need this done?
    • When do you need to receive this item?
    • What date are you considering?
  • Where – The location where something needs to take place.
    • Where does this need to be held?
    • Where are you located?
    • To where does this need to be delivered?
  • Why – An understanding of the other person’s goal.
    • What are you hoping to accomplish?
    • What’s your ultimate goal?
    • Can you help me understand the result you’re looking to achieve?

Before you take action for the customer, first know what you don’t know.  Then get to know what you need to know to address the need right the first time.

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