Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 157

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

Seek Confusion – 4/30/13 TOW

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

Do you want to be a hero?

Employees get some of the greatest compliments, the most sincere thanks from customers and co-workers alike when they make the murky clear. When they make the unknown known. When they help the customer to set a clear path, overcoming their indecision.

In other words, when you take a customer who is confused, and you add clarity, those customers are usually so appreciative. They say “NOW I understand” or “Thank you so much for clearing that up!” or “That helps a lot!” When people are confused, they feel helpless, get frustrated, are embarrassed, and generally have a whole lot of negative emotions and thoughts that build-up inside (and often outside, too!).

So do you want to be a “Customer Service Hero?” Here’s a key – Seek Confusion.

Literally put out your radar for something specific – look for the confused customer. They are the one staring for an eternity at the office directory in the lobby. They are the one pausing in the hallway and looking around. They are literally scratching their head, looking all around a shelf or an office without selecting anything or going in a specific direction. They are typically walking more slowly and often meandering more than heading in a straight line.

On the phone? They’re pausing frequently, sounding unsure of what best phrase or words to use (I’m like this a lot myself when talking to an automotive service center – “I might need to have my brake pads…uh…rotors…a full brake job…well, tuned up…”). They may spend two minutes describing an issue instead of just asking for the department that addresses it…because they don’t know who they should be talking with about the topic.

One advantage most employees have over most customers is that the employee knows their products, processes, services, and policies SO MUCH better than customers. To be a Customer Service Hero, we need to put ourselves in a position to share that knowledge.

We need to look for signs of customers needing clarity and direction, and we need to proactively engage them.

We need to Seek Confusion.


Customer Service Lessons from an 18 Year Old Hitchhiker – 4/23/13 TOW

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

Cameron wanted to see the world, but not on an iPhone or by flying through the friendly skies. He wanted to see the World (or at least North America, Mexico, and Central America) by foot…and with an occasional ride from a stranger. Over the past year, Cameron has hitchhiked to Vancouver, East across Canada, down the East Coast of the U.S. to Central America, up to Mexico, and back to the East Coast of the U.S.

Earning money by playing guitar, and hitchhiking 250+ times, Cameron had to establish rapport quickly with the restaurant owner to wash dishes or play a gig, and with the truck driver to hitch a ride. So I asked him, “How do you meet someone and get them comfortable enough with you in five minutes to give you a ride to the next town? How do you get that rapport and trust that quickly?”

Here’s what he said:

  • Be VERY clear on your goals – He wanted to get to a certain town or location, and he specifically stated that
  • Paint a picture of how you’ve done it in the past – People have fear of the unknown; Cameron overcame the fear by giving examples of what he’s done in the past with others in similar situations
  • Ask them questions about themselves – People like to talk about themselves; they tend to like you more if you show interest in them
  • Be sincere – He truly was interested in what they said; he’s learning-oriented
  • If you hold back, they will not trust you – For them to be open to you, open up to them; thoroughly answer all their questions
  • Adjust your level of “animation” to theirs – Body language is big! People tend to be more comfortable with those who have similar mannerisms. He was always himself, but he adjusted his animation based on the other person.

To be great at customer service, you often have to establish rapport quickly.

Learn a few lessons from an 18 year old hitchhiker.