success

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

Tire Dealers Becoming Teachers - 5/19/20


I recently needed two new tires for a vehicle, and I first went to the tire dealer’s website to find some options.  The site’s look/feel and ordering process had changed, and I didn’t see a tire I wanted, so I called the store to make an appointment. When I arrived Read more

6 Actions for Attitude Adjustments – 2/18/20

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

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 of indifference toward promises I made to others. Sure, I’m having a good day, but that negative political link on the internet sure looks interesting.  I really enjoy my customers, but all I can think about is this frustrating computer system that I have to deal with every day.

We may want to be optimistic or have a great attitude, but there are challenges and obstacles and negativity around us.  Our attitude is a decision we make, and it is reflected in how we go through the day, how we respond and react to others, in what we do and what we decide not to do.

So, if Attitude is Everything, how do you maintain the best attitude possible?

What we’re talking about here is how we’re wired, our mindset.  The attitude we employ is based on who we are, how we talk to ourselves, and what we view as our purpose.  Granted, it has many obstacles.  It is a sum total of every day we’ve lived, it is affected by the challenges we face during the day, and it has the worries that we think about what could happen tomorrow.

While I don’t have that silver bullet answer that will help you win the battle over your attitude every day – trying to make it positive/optimistic – here are 6 actions that I take to get my mind right:

  • I read something positive when I wake up in the morning, and I read something positive when I go to bed at night.
  • I avoid information sources or articles that have no bearing on my work or my life, but which have an obvious negative tone or slant.
  • I tend to gravitate toward people who seem more positive and who seem to share my values, and I try to reduce the amount of time I have to engage with those who are perennially negative.
  • I try to empathize and understand others who may be different or negative or complaining, because in that understanding my negativity toward their attitude tends to go away.
  • Many times throughout the day, I give thanks or celebrate small successes, even if it’s a success only I experience.
  • And as I’ve mentioned a couple times in these tips over the years, at the end of a work day, I total up a list that I create through the day of successes, and I just read it back to myself. It is too easy to forget all the successes when you’re in the midst of just trying to get 100 things done during the course of a day.

So much of how our lives turn out is based on the attitude we bring in. It’s easier for some than others to have that kind of attitude that will help us to live out our purpose and to engage others positively.

But whether it is easy or hard for you, be intentional about filling yourself up with the kind of things that bring out the attitude in yourself that you’d love to see in others.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


Be SomeBODY to Your Customer – 12/18/18

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


Jenny lives on a farm, and she’s often running errands to get things for the animals or the family. She goes to one particular store to get her hay, and she always chit-chats with the person at the register. Marie is always friendly and cordial, and Jenny always buys a cup of coffee when she’s there.

At times, Jenny goes to get take out, and she has a special place where the family loves its Philly cheesesteaks. This is not in Philadelphia, and this is not necessarily one of those great hole-in-the-wall eateries. It’s essentially a chain restaurant at a mall, but Jenny goes there because she likes the Philly cheesesteaks, and she enjoys chatting with Mitch; he’s basically the point person at the restaurant, filling orders and engaging the customers.

Jenny can get hay anywhere, but she especially enjoys going where she’s going. She’s not just there to get someTHING, but she goes there because she interacts with someBODY that she likes. She is literally paying for the hay, but she is also paying for the experience and the rapport and the enjoyment of talking to Marie.

She could literally get a Philly cheesesteak at places closer to her than the 15-mile drive to the mall. However, she enjoys the food, and she enjoys chatting with Mitch. She enjoys not just getting the THINGS she ordered, but she enjoys talking to someBODY pleasant while she’s waiting on her meal.

It is not all about the product, people!

Even if that’s what the customer may be literally paying for, in reality, many customers are also paying for the experience. They’re not just buying someTHING, but they want to have a good experience with someBODY.

Even though you might sell a product or service – a meal for the horses or a meal for the family – be SomeBODY to your customer.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


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!

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


1 2 3 4 5 6 7 8 9 10 11   Next »