tone

Libby Listened to Serve - 7/16/19


Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall. After going through Read more

Chris Got Noticed for All the Right Reasons - 7/9/19


Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn't start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting Read more

What Does “No News” Mean? Here’s a Quick Story - 7/2/19


Steven was trying to make the purchase of his new used car official, so he could get license tags for his State. In order for the State to allow him to put the vehicle in his name, he had to submit paperwork to prove that the prior owner (from Read more

Are you the Output or the Input? - 6/25/19


You’re the output and the input. Sorry to put it into such technical/industrial engineering terminology. But in a service system, we all have some role as a part of the process. First, we receive the output. Somebody has a customer that they direct to us, so that handoff is from Read more

Hear Them, and Tell Them What You Heard - 6/18/19


CSS has conducted close to 1000 research projects over the years, many of which were web-based surveys. And oftentimes, in addition to or instead of completing the online survey, respondents e-mail us directly with questions or comments – and we respond personally to every message on behalf of our Read more

It’s Decision Time. What are you going to do? - 6/11/19


Serving others is tough. Whether it’s dealing with an irate customer, having to field the same question from the 100th different customer this month, or keeping 10 plates spinning while still smiling in front of the client, it’s hard. You want to do a great job, and you’re constantly put Read more

You Do Know Jack - 6/4/19


Have you ever had a co-worker who causes more problems than they solve? Simple things they do are often, from a procedure standpoint, correct. But the way they handle situations makes them come off as indifferent. Let’s call this co-worker “Jack.” Even though certain actions by Jack may seem innocent Read more

How to Give the Right Kind of “No” - 5/28/19


In a perfect world, you never need to say “No” to the customer. But as we all know, this is not a perfect world. There are a lot of issues in the world, and there are a lot of issues in customer service. Our companies are not perfect, our Read more

Make it Crystal Clear - 5/21/19


Sometimes we communicate so well, and sometimes we don’t communicate as well as we think we do. When you’re trying to set or manage another person’s expectations, what you say may be very clear to you, but the reality is it may not be clear to the other person. Read more

Harvey Wrote the Book on Focus...and Golf - 5/14/19


In Harvey Penick's Little Red Book, the famous golf instructor provides many key tips about golf that just as well could apply to life in general. One such tip is the following: Once you address the golf ball, hitting it has got to be the most important thing in Read more

Not So Fast with Quick Issue Resolution – 11/4/14 TOW

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


The technique we suggest to our clients for dealing with the irate customer is easily taught but not easily perfected. It involves listening, empathizing, accepting responsibility, and delivering on a remedy. We’ve taught literally thousands of Service Excellence training participants how to use this highly effective technique, but many employees have trouble executing it well.

When observing staff role-playing the technique in their small groups, there are reasons why it sometimes doesn’t work – the employee’s tone doesn’t sound sincerely empathetic. The employee makes no eye contact. The employee doesn’t ask questions about the specifics of the issue. Maybe the employee gets defensive.

But the biggest pitfall stems from the fact that most employees want to get out of these conversations fast. There are two typically reasons for this desire for speed: (1) Employees are uncomfortable dealing with angry customers, so they quickly want to remove themselves from the situation, and (2) Employees sincerely believe that quick resolution is what the customer wants – which typically is true.

The biggest pitfall is an employee’s lack of patience.

Whether the employee is trying to extricate themselves from the conversation or help the customer get that quick resolution, the most frequent drawback in taking those perspectives is that they try to navigate the conversation too quickly. They’re not patient. They talk fast. They don’t give the customer enough time to vent. They quickly go to a solution without learning the facts. They interrupt the customer. They say “I’m sorry” so early on and so quickly that the sincerity is lost. They try to end the conversation before they allow the customer to drop the emotions. They try to take control with speed rather than take control with well-worded questions.

Quick resolution is a noble goal, but the best way to get there involves listening, empathizing, and being patient enough to ask the right questions so you can present the right solution. Speeding to an end rarely ends well.

Summon all your patience when presented with a service recovery situation.

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Convey Compassion in Customer Service – 8/13/13 TOW

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

The hospital promoted the 3 C’s: Compassionate Competent Care. The Care was what they provided – patient care, clinical care. Competent denoted that there was quality to what they provided. Compassionate signified. . .well. . .compassion.

So what is “Compassion” in customer service, and how does it apply even outside of healthcare?

There are several definitions of compassion, but the overriding one that applies to customer service is “sympathy, empathy, and concern for others, particularly for their issues or misfortune.” Customers want you to care for them, particularly when they’re in a tough situation. So you want to be compassionate.

Based on this definition of compassion, ask yourself a few questions. Are you aware of the customer’s issues? Are you understanding of their misfortunes? And just as importantly, how do you convey your understanding and concern?

There are ways to convey compassion with your words/phrases. Use these words frequently in dialogue with the customer to convey compassion for their issue/misfortune:

  • “Your issue” or “Your concern”
  • “You” used in a personal reference
  • “I understand”
  • “I care”
  • “I’m sorry”
  • “I’m concerned.”

What aspects of body language and tone of voice convey compassion?

  • Offer a gentle touch on the back or shoulder
  • Provide eye contact
  • Periodically nod your head
  • Acknowledge/engage the customer and their family/friends
  • Sit/kneel to customer’s eye level
  • Lean toward the customer rather than away or toward the door
  • Use a more quiet tone
  • Avoid utterances while customer is talking.

To be compassionate, use the words and non-verbal communications that convey you care.

Convey Compassion in Customer Service.

 


Be a Telephone Matchmaker – 6/4/13 TOW

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

Have you ever called a company, and you could just tell the employee was reading a script?

Say this out loud in a flat, MONOTONE voice: Thank you for calling Acme Paper Products. I am thrilled that you have called. Please let me know what I can do to make this a great day for you. I want to be the bright ray of sunshine on the flower of your day. Please let me know what I can do to bring you customer delight.

The employee could say the most wonderful words in the world, but if their voice is flat, with no fluctuation, then what is the employee really conveying? Insincerity? A feeling that “this job would be great if I just didn’t have to deal with customers?” A sense that “I’m stating a script that I’ve stated 100 times before?”

Until people really get to know you, they judge you (and me) based primarily on our tone of voice – particularly on the phone. So whether you’re trying to convey that you want to brighten their day or address their need, make sure you’re aware of how you sound.

There should be some relationship between the tone you use and the feeling you want to impart on the customer. If the words are empathetic (“unfortunately…”), sound that way. If the words show enthusiasm (“I want to help…”), sound that way. If the words convey confidence (“We can definitely…”), sound that way.

Link the tone to the words and the message.

Truly brighten someone’s day.


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