reaction

Customers Appreciate Your Kindness - 7/7/20


The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected Read more

6 Common Sense Responses to Customer Service Encounters - 6/30/20


I’ve run into this personally and professionally, and it drives me batty! Sometimes there’s a lack of common sense in the customer service provided by companies. And often that lack of common sense is due to the preference of a business to provide service in a certain method, to Read more

Caring for Co-workers through COVID - 6/23/20


A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified - Loneliness and Collaboration/Effective Communication. When you hear something like this - that individuals working remotely are Read more

React, Reflect, Respond - 6/16/20


Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react. I love people who are in customer service roles. These are the folks that people say things to in the business world Read more

Serving the Technology-challenged Customer - 6/9/20


The IT helpdesk representative was on a call with a customer, and in trying to troubleshoot an issue, the employee said, “Let’s start by opening Windows.” The customer said “OK,” and there were 2 minutes of silence. The employee twice asked, “Are you still there?” with no response. Finally, Read more

Address the 4 P’s for a Customer-friendly COVID-19 Walk-in Experience


This is not about what is medically most effective – please see the CDC for those guidelines.  This is about how to help your customers have a great experience as an onsite visitor at your facility or storefront.  For a comprehensive approach to a customer-friendly COVID-19 experience, address the Read more

The Deeper Reason to Transform the Customer Experience - 6/2/20


Why are government offices putting up plexiglass between their staff and their customers?  Why is restaurant takeout being done in such a way that is contactless and yet still fosters engagement between the employee and customer?  Why have so many traditionally onsite businesses converted to delivery businesses? The answer is Read more

Motivating Yourself when Working Remotely - 5/26/20


For any of us who are working remotely, we are finding ourselves more and more having to be self-motivated. And while many people are naturally self-motivated, others need to have that manager who gives us the encouragement. Many of us need to have that ongoing informal dialogue with co-workers Read more

Defining Organizational Agility in a Time of Uncertainty


You may have heard references in management theory over the many decades about the importance of a business being an “Agile” organization, but oftentimes that is a word thrown out in generalities to illustrate vague points about how organizations should be managed and make decisions.  In this time of Read more

Change Management – Facts about Past Decisions Reduce Fear about Future Decisions


Change can result in fear.  Particularly where change is thrust upon someone very suddenly, it can create shock or disbelief.  Sometimes that change is not something an organization can plan for; it therefore cannot adequately prepare its employees for what’s ahead...at least initially. In this COVID world, Change Management is Read more

React, Reflect, Respond – 6/16/20

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

Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react.

I love people who are in customer service roles. These are the folks that people say things to in the business world that you wouldn’t expect. They are dealing with rude and obnoxious customers, odd situations, and complaints they didn’t cause. The topic and the person that they’re having to deal with can change literally minute-by-minute.

And through it all, these customer service stars try to be caring to that other person. They try to be selfless. They try to balance the company, the customer, and the co-worker.

But even customer service stars aren’t perfect, and they should not expect themselves to be perfect.

We’re all human, and we all react. The difference between people who are truly great in customer service and those who are simply in a customer service job is that those who are great may follow-up that natural reaction with reflection and a response based on that reflection.

The reflection involves understanding the situation, quickly understanding your own role, and then trying to create empathy in the moment for that other individual. The reflection is looking back on the similar experiences you have encountered in the past, the training you’ve received, and identifying the best ways to handle this unique situation.

That reflection is followed in the response – one where the combination of body language and tone of voice and the words you use and how you engage others is done in a thoughtful, professional, and solution-oriented manner.

Those who are great in customer service react naturally. We all do because we’re all human. But those who are dealing with these trying situations and these challenging customers are great at not letting that reaction continue unabated through the conversation. Reflection leading to a thoughtful response is what separates the good from the great.

React, Reflect, Respond.

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