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When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

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8 Customer Service Phrases that are Music to the Customer’s Ears – 1/26/16 TOW

Posted on January 26, 2016 in Customer Service Tip of the Week Please leave a comment


There are definitely phrases to avoid and others to adopt, especially when you’re dealing with the irate customer. But what about great things to say to the customer just in the normal routine of interacting with someone? What can we say to convey we care? What phrases are music to a customer’s ears?

Here are 8 such phrases to consider adding to your customer service lexicon:

  • How are you today? – Too often we start the conversation asking what the customer needs or what we can do for them. Let’s show some patience and get into dialogue. Ask this question and then – actually let them answer! Patience and dialogue are wonderful things to most customers.
  • You did the right thing – When a customer has taken some steps in a process that led them to you, confirm that they are doing the right thing. Affirm their action as a customer; affirm them as a person.
  • Let’s see what we can do for you – Don’t just take the information and start acting; convey an intent to find a solution even when one might not be readily apparent at first.
  • I’m happy to help you with that – A good way to get positive emotions FROM the customer is to give positive emotions TO the customer. Again, don’t just “do.” Tell the customer you’re happy to “do” for them.
  • That’s perfect! – They suggest a meeting date or a next step. They provided you with more information. You reply “That’s perfect!” This is also positive emotion, affirming them and their action.
  • My pleasure – This is a closing statement synonymous with Chick-fil-A, but the idea is a good one. It truly is a pleasure to serve someone – tell them so.
  • We appreciate your business – This may sound old-fashioned, but it better be true. For a business to succeed, they need their customers. People want to be appreciated. So let’s put those two truths together in one phrase.
  • It was great to talk with you – I often say this at the end of a call or – better yet – in a follow-up e-mail. Follow-up is not just about conveying a next step or a task to be done. It’s conveying the enjoyment of the rapport and relationship.

 
Use phrases that are music to your customer’s ears.

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Lessons from the Beast – 1/19/16 TOW

Posted on January 19, 2016 in Customer Service Tip of the Week Please leave a comment


My daughter loved the movie Beauty and the Beast. Just to set the story for everyone, it’s about a young woman – Belle – who loved to read and the Beast who loved her. Initially, the Beast imprisoned her, hoping he could get her to love him so the curse that turned him from Prince to Beast would be removed. Later he released her, and they fell in love.

Oftentimes, as customer service people, we try to find the prince inside the beast of a customer. We try to look for the good in the person ranting, raving, and being unreasonable. If all we focus on is that exterior ugliness, then we may not want to provide a solution or an answer – we may not even want to help.

But this tip isn’t about how we see the beast of a customer; this tip is about a positive we can learn for ourselves from the Beast himself – the man with the ugly exterior yet the heart (literally) of a prince.

I’m certain that most everyone reading this CSS Tip of the Week is a kind, caring person – one who wants to help others and better his or herself. And while having that pleasant, positive, and helpful inner core is great, the question is: Will our outside show what our inside is all about?

It’s not enough to be caring. We have to convey caring.

It’s not enough to work on a problem for a customer. We have to let them know what we’re doing and when it will be done.

It’s not enough to be pleasant. We need that to shine through in our face and our voice.

It’s not enough to be engaged. We need to let our eyes and questions share that interest.

We need to first know who we are and what we want to be FOR others. Then we have to be intentional about becoming that, and becoming that WITH the other person knowing it.

Show others your service side.

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Stop the (Negative) Chatter – 1/12/16 TOW

Posted on January 12, 2016 in Customer Service Tip of the Week Please leave a comment


A friend recently shared her negative customer experience with me. While waiting in line at a grocery store, employees complained loudly between the checkout registers about their frustrations with how slow the system was at the time. Not only were they upset with the registers, but they were sharing it with every customer within earshot.

At the same time, ironically enough, her husband was waiting in an interminable line at his physician clinic. The check-in line was moving at snail’s pace, and when he finally made it to the front, he understood the reason for the delay – the new computer system was down, and they were working off manual schedules, documenting all clinical and billing information on hardcopy. Behind the frustrated registration clerk were her co-workers loudly proclaiming their anger with the computer system, the IT people who are charged with keeping the system running, the people who decided to install this system, and any other employee they could think of blaming.

These technology issues were obviously frustrating for the employees, and anyone who’s seen the BSOD (Blue Screen of Death) or just sat while the computer’s hourglass rotates on the screen FOREVER understands the frustration.

But the point here is that the technology experiences were not good for the customer either. Negativity loudly spewed out of the employees in front of the customers, and the whole atmosphere suffered the collateral damage. Instead of the employee issues engendering empathy from customers, the employees complaining made these two customers not want to return.

Here’s a question to consider: What customer wants to spend their money to be in an environment of negativity?

The next time some internal issue happens, try to keep the negative chatter to a minimum when in front of the customer.

Don’t let your frustration be the reason the customer never returns.

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