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From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

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Use Customer Comments to Continuously Improve – 11/27/18

Posted on November 27, 2018 in Customer Service Tip of the Week Please leave a comment


It’s that time of year when all good Americans due their duty – to purchase holiday gifts online. Okay, maybe it’s not as much a duty as it is a joy or chore, depending on your point-of-view.

Before I purchase anything online, I seek out reviews. This may involve a review from some reputable online publication. More often, I seek out reviews from fellow customers, and I put a TON of weight into their opinions. Even though the seller may offer specs on the product and glowing descriptions, the words of customers who purchased the item mean more.

They tend to tell you about the ordering and shipping experiences. They tell you how the assembly went, what they like and dislike, what works and what doesn’t, and what type of support they receive if there’s a question/issue/return involved. It helps me to make an informed decision.

Now, what it should also do is to help the seller improve the product or the buying process or the support process.

Think about seeing the buying experience, the “setup-for-use” experience, the product benefits/drawbacks, and the support experience all through the customer’s eyes! It’s like mystery shopping without having to mystery shop. It’s real-time information from real people about real experiences.

If you want to know how to improve yourself, your service, your organization, or your product, look for sources of customer input that already exist (and create those that don’t). Review the input; determine the common threads; find opportunities to recognize others, and find opportunities to get better.

Use customer comments to continuously improve.

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No Matter How You Say It, Say Thanks! – 11/20/18

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


Gracias. Grazie. Gratias tibi. Obrigado. Tack. Merci. Danke. Thank You.

No matter how you say it, say it. Say Thank You. You can say Thank You in many different languages (shout out to Google Translate for what’s written above!). You can say it with your eyes, your gestures, your smile, and with a nod of the head.

You can say it in a written note or an email or a text. You can convey it face-to-face or on the phone. You can “like” a social media posting or send a little gift card of appreciation. You can say it in front of a group of co-workers or quietly convey it to the employee in the next cube.

You can do it at the start of the conversation or at the end of the conversation. You can do it each step of the way without having to wait until that process is done.

You can say it in a meeting or in front of someone’s boss.

One-on-one you can use the words thanks, appreciate, and value. In front of others you can use the words credit, acknowledge, recognize, salute, pay tribute, and even hail!

In America, it’s Thanksgiving week. So, let’s use that holiday as a good reason to be especially appreciative of co-workers and customers alike.

No matter how you say it, say it. Say Thanks!

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Why to Become an Empathy Expert – 11/13/18

Posted on November 13, 2018 in Customer Service Tip of the Week Please leave a comment


People who are great at customer service, understand that one of their most important attributes, one that is a must, is the ability to empathize with others. People want to be understood. They want to be heard. And before you can meet their need or address their feelings or resolve their issue, in customer service it’s not enough to understand what that issue involves. Customers also need to FEEL LIKE YOU UNDERSTAND that need, their feelings, and their perspective.

Empathy helps in emotional situations and service recovery situations because if people are upset and you show some understanding, they’ll feel you’re listening.

If they’re complaining and – instead of you arguing – you agree with some of what they say, they realize that they may not be in for a heated discussion. Therefore, the other person’s emotional level should drop because they feel like they’re dealing with an understanding person who’s not going to argue every point. Arguing with the client usually just keeps emotional levels high.

Empathy helps to bring down emotion, which is obviously better for the client. However, it’s also better for you since you can deal more with the issue and solution without as much emotion involved; this also helps to shorten conversations.

If you want to improve your skills and approach to serving others, then work on how you come across to others. Be more conscious of how your words and gestures and tone of voice make the other person feel. Know how your action elicits a certain reaction from them. Make your life and theirs better by better conveying how much you understand and how much you care.

Become an empathy expert.

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