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Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

Affirming the Customer with Empathy - 4/14/26


We’ve spoken and written about empathy for the 20+ years of these customer service tips, noting empathy as the most important quality any individual can have if they want to be great at customer service.  We’ve shared that - in order to serve our customers most effectively – it’s Read more

The Power of Teaching While Helping - 4/7/26


If you’re trying to develop a relationship with the customer rather than just simply handling their transaction and moving on, you are taking a long-term view.  You realize that that individual is someone you want to keep with your business for months or years to come, so it’s a Read more

Bear with Me - 3/31/26


As a customer, you’ve probably called a company and heard the phrase “bear with me.”  At that point, you know there’s going to be some sort of delay.  The CSR is giving you a heads up that there’s going to be additional wait time.  Essentially, they are trying to Read more

Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

Don’t Bury the Lede - 3/17/26


Mary was working at the office, and she received an e-mail alert from the water company.  There was a water outage in her neighborhood.  It looked like it was going to be a couple hours to fix the issue. Sure enough, a few hours later around mid-afternoon, Mary received another Read more

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

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LEAD them Away from Anger – 3/24/20

Posted on March 24, 2020 in Customer Service Tip of the Week Please leave a comment

Last week we addressed keeping our personal sanity.  This week, let’s discuss dealing with customer insanity.  That may not be the best choice of words, but many customers are overreacting.  In last week’s Tip, we discussed dealing with emotions of anxiety and nervousness from customers, but many customers are also quicker to frustration or anger.

I witnessed this last week when picking up dinner curbside at a restaurant.  The employee was new (1 week on the job) and had never worked curbside before that day.  The restaurant had just closed for inside serving, so this was the first purely takeout day.  The staff had to be stressed.  There were 4 cars, the 1 employee working curbside, other cars were arriving, and service was understandably slow.

I couldn’t hear much of what the other customers said to the employee, but the facial expressions and body language conveyed impatience, frustration, and a little anger.  No empathy for the employee.  No understanding for the restaurant that had probably laid off most of their workforce the prior day.

While we – in customer service – need to have empathy for customers, we can’t assume they’ll have the same for us.  They may be triggered quickly, and they may be impatient and unload emotions on us.  So, this is a good time to refresh on our LEAD technique to defuse the angry customer:

  • Listen to the Customer – Let them vent; then start asking questions with options (such as a Yes/No variety or “Did it happen Tuesday or Wednesday?”) or seeking facts. Get them to think and respond objectively, factually.
  • Empathize with Their Situation – Convey your understanding of their situation and feelings. “I can understand how this could be frustrating.”
  • Accept Responsibility – Apologize if the company did something wrong such as “On behalf of the organization, I apologize.” If there’s really nothing to apologize for, at least say the magic words “I’m sorry,” even if all you’re doing is empathizing.  Offer “I’m sorry you’re in that situation.” or “I’m sorry that it happened.”
  • Deliver on the Remedy – Then, transition to a solution. “Let’s see what we can do about this for you.”

 

LEAD them away from anger to a solution.

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Use the Actions of Empathy – 4/9/19

Posted on April 9, 2019 in Customer Service Tip of the Week Please leave a comment


I firmly believe that the most important personal trait of someone in customer service is empathy. If empathy is understanding the other person, then it’s very difficult to truly serve someone that you don’t understand. Particularly when they’re upset or irate, being empathetic and getting them to feel your empathy can help to defuse the situation.

But to make the customer feel your empathy, you not only have to empathize, but you’ve also got to convey that to the customer. So, work on these key empathy actions to S.E.N.D. the right message:

  • Stop – Stop what you’re doing (e.g., paperwork, computer work, working on equipment, looking at cell phone, etc.). It makes them feel like you are their one priority at that time – that you want to understand.
  • Eyes – Make positive eye contact. It ensures that you’re not appearing distracted or upset. You appear focused on them.
  • Nod – Occasionally nod when they say something with which you agree. You’re showing you’re not a brick wall, like someone disagreeing “inside” even though you’re not verbally arguing. Instead, it shows you’re being understanding of their situation.
  • Document – Take a few notes as they talk. It conveys that what they have to say is important enough for you to get the facts/information right (FYI – Tell them why you’re writing so they don’t feel you’re doing other work.).

 

S.E.N.D. the right message. Convey empathy with your actions.

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In-the-Moment Stress Relief – 3/20/18

Posted on March 20, 2018 in Customer Service Tip of the Week Please leave a comment


It is totally understandable why anyone would feel stress as a customer service representative. You may be dealing with complaints constantly. You have the internal pressure of making a quick call while adhering to a 2-inch binder’s worth of policies. You can hear the pain, the anger, and the urgency in the customer’s voice.

You are asked to juggle information, technology, empathy, procedures, and the uncontrollable – the other person.

I can’t provide every answer that will help you alleviate stress in the next 200 words. That would be unrealistic. But what I can do is offer you some quick tips on how to deal with stress in-the-moment:

  • Don’t think of a horror that might occur in the future. Stay in the moment. Focus on what IS instead of the negative what could be.
  • Breathe nice deep breaths. Let your breathing settle your heart beat.
  • Ask the other person questions more than feeling like you have to react with the perfect answers. The questions buy you time and provide you with information.
  • Remember how similar situations turned out well in the end. Remember that you have gotten through this before, and you’ll get through this, too.
  • Think about how to help the other person more than how the situation impacts you. Moving your thoughts away from how it affects you and toward helping others reduces stress.
  • Write down the facts you are learning during the conversation. Documenting is an activity that occupies the mind and the body.

When you’re feeling that in-the-moment stress, utilize these practices to calm yourself.

Use self-care to reduce stress.

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