Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 147

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

Investigate for FACTS - 7/12/22


Sometimes the issues that we deal with don’t have an immediate resolution.  There’s unknown information and conflicting stories.  Many individuals are involved, or possibly whoever is involved is not available.  You have to investigate. For situations where you have to be clear on what occurred, make sure you’re gathering all Read more

Become a Great Teacher - 7/5/22


Are you one of those people who really liked school?  School is always made more enjoyable by great teachers and professors. Do you love sports?  Many coaches in football and basketball, in hockey and baseball view themselves as teachers…teaching the game they love to their team. True leadership is about growing Read more

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

Appreciate – 11/26/13 TOW

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As an American, Thanksgiving is my favorite holiday, and there are lots of reasons. One is that there’s a lot of family time, there’s football on TV, you’re usually playing outside – in the DAYLIGHT, and the food…oh, the food…

But there are problems with all these benefits. First, family time is…well…family time – as good a source of stress as was ever invented. Then football on TV is okay, unless your team loses. Playing outside is fun (actually, I can’t think of anything bad about that), and food? Well food is always good – unless you eat too much or unless you get tired of leftovers consisting of turkey sandwiches, turkey soup, turkey burgers, and turkey lo mein.

The point is that even the best of times can be viewed through a negative lens.

The best lens for seeing most any time, however, is through the lens of thanks. There are always reasons to complain, always issues and illnesses, always people who have more – but so often the most inspirational stories are about those who have the issues, illnesses, of those who have little or have hardships, and yet they still succeed, they still persevere, they’re still happy or joy-filled.

Those stories are inspirational often because they highlight people who focus more of their mindset on being appreciative of what they have than of focusing on their issues and on what they lack.

In the world of customer service, we are fighting fires – the complaints and last minute requests. We’re often the downstream recipients of upstream causes of issues. We’re too often working 3rd shift or needing to provide customer access 24/7 so we can be responsive. And while we can focus on those negatives, to keep our positive outlook (and our sanity), let’s try to take this time of year as a reminder to appreciate.

Appreciate those that help us, those that support us in and out of the workplace. Those that confirm the value in what we do and who truly care about us. I don’t know who “those” are in your lives, but let’s think of those people, appreciate them, and – this Thanksgiving – tell them that we appreciate them.

Give thanks – literally – to others.


The Art of Dealing with…Yourself – 11/19/13 TOW

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I read an article in the most recent Entrepreneur Magazine issue titled “The art of dealing with difficult people.” Although the article was big on attempted humor and small on specifics, I really liked that fact that much of the article had one key focus (and I’m paraphrasing here) – most of the success you have in dealing with difficult people lies in the success you have in dealing with yourself.

Robin and Mary might both have to “deal with” Jeremy – the same ornery or obnoxious (or otherwise aggravating) individual – but Robin deals with him well, and Mary appears to be internally combusting. The reason is largely because Robin deals with the “difficult person” differently or better than Mary.

Maybe it’s just Robin’s natural “way” of handling situations, but maybe she’s more patient, maybe she’s more empathetic of Jeremy, maybe she doesn’t take things personally, or maybe Robin breathes fully in stressful situations. It could be that Robin thinks of the end goal of a conversation and is more intent on the end goal than the often-painful journey.

On the other hand, Mary might go into conversations with Jeremy anticipating a fight, and she gets upset even before the talk begins. Maybe Mary doesn’t know when she’s about to get upset, and it boils over before she realizes what’s happening. Maybe Mary wants to correct every Jeremy misstatement, or maybe she wants to win every battle. Maybe she is just principled and doesn’t think jerks like Jeremy should win.

I’m not saying that the Robins of the world are always right and the Marys are always wrong. Rather, if we want to effectively deal with difficult people, we have to focus more of our efforts on the person in those conversations that we can control – ourselves.

To deal best with others, learn more about yourself first.


Make Your Team’s STARS Align – 11/12/13 TOW

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We often talk about individual skills, principles, and philosophies that make an individual GREAT at customer service – we even wrote a book on it! But so much of customer service requires that we’re a great teammate to others, working together for the good of the customer and the company.

With that in mind, to be a great teammate, make sure your S.T.A.R.S. align:

  • Speed – Be responsive to teammates’ requests, voice mails, e-mails, issues. Be quick to them so they can be quick with their customers.
  • Take Ownership – If an issue or request comes to you from a customer, vendor, or other department, accept the responsibility of behalf of your teammate. Act on the need instead of telling the customer to look elsewhere for support.
  • Attitude – Realize that those same customer service attributes we promote with clients need to be used with teammates – be positive, open, and focused on what CAN be done.
  • Respect – Understand that your teammates’ responsibilities, their time, and their goals are important, too. Respect them with body language and tone, and respect what they do with your quality, responsiveness, and completeness.
  • Support – Be willing to jump in and help a teammate in need, willing to complete a project or take a handoff of a customer. In teamwork, it’s about the “we” more than the “me.”

 

To be GREAT at customer service, work hard to be a great teammate to others.