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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

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

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Holiday Poem 2023 – 12/26/23

Posted on December 26, 2023 in Customer Service Tip of the Week Please leave a comment

The days are getting longer,

The skies are getting brighter.

Festivities behind us,

And festivities before us.

 

There’s ups and downs and change coming,

And we can’t predict when or where.

There’s challenges and joys and opportunities around,

Of which you may or may not be aware.

 

But one thing we know as we look at each day,

Is that there’s always a means to find the good way.

There’s a way to push through and a way to overcome.

There’s a way to deal with the trials that come.

There’s a way to celebrate when the good things occur.

There’s a way to see positives as challenges occur.

 

Maybe it’s tough to feel positive as we go into each day.

It’s unreasonable to push all negatives away.

But part of the way that we see in all some good

Is to open our eyes and seek what is true.

 

So on those days when inside when we’re not feeling so good,

There is one thing we can do if we allow ourselves to.

Look for good that is already there,

It’s the flowers and the pets, the smell of something good in the air.

 

Seek out those who laugh and who bring you joy.

Allow yourself to walk toward those whose company you enjoy.

Look around for something funny, something comforting, something sweet.

Reach out to someone whose company you’ll enjoy for a meet.

 

At times when it’s tough to feel good from within,

Be intentional about seeking good from those around you then.

 

I hope you have joy in the upcoming year.

And for the tough days…

Seek those who share love and good cheer.

 

Happy Holidays!

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Refresh, Rejuvenate, Refocus – 12/19/23

Posted on December 19, 2023 in Customer Service Tip of the Week Please leave a comment

It’s that time of year.  We’re going 100 miles an hour, and holiday time is upon us.  We not only have all the work to do, but we somehow have less time to do it.  We somehow have other things that are of competing interest, and even though those extra To Do’s are often wonderful things, the fact is that we have more to do.  We often have more stress.  We are getting pulled in multiple directions, many of which are not of our own choosing.

Wouldn’t it be great in times like this to just be able to take a break?!  Wouldn’t it be great to just invest in ourselves a little bit?

This is a customer service tip, but as you all know, I highly value folks who are in customer service, and I realize that you spend so much of your days doing things for others, that it’s easy to forget to do things for yourself.

So, let’s all do a brief exercise and see if we can conjure up any ideas that can be good for you, to help you refresh, rejuvenate, refocus.

Just Imagine…

Imagine that you had $200 given to you, but you could only spend it on yourself.  What would you spend it on to refresh yourself mentally, physically, spiritually, intellectually?  What could help you to become a better co-worker, person, or a representative to your clients?  What would refresh, rejuvenate, and refocus you?

What if you found yourself with 2 free hours in your day?  Even just for one day.  But you had to spend those 2 hours only on yourself.  Would you rest?  Would you watch some old shows or movies?  Would you work out or go for a run?  Maybe you would read or do something that stimulates you more than an old episode of Three’s Company.  It’s totally up to you.  What would refresh, rejuvenate, and refocus you?

What if you were told you need to eliminate (or at least spend less time on) 2 tasks or activities that you do most weeks at work?  What are the 2 things you’d eliminate because they provide little value to the company, the co-worker, or the customer?  What tasks would you stop that would actually refresh, rejuvenate, and refocus you?

Invest a little money or time on yourself. Take a couple items off your To Do List. Be intentional to refresh, rejuvenate, and refocus.

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It’s Not What You Did… – 12/12/23

Posted on December 12, 2023 in Customer Service Tip of the Week Please leave a comment

The statistic we have quoted a lot relating to customer retention is that 68% of lost business is due to perceived indifference. That means that about 2 out of every 3 customers were lost because the customer perceived that that company was indifferent to them.

It’s kind of an odd way to look at things. This statistic does not suggest that the company specifically did something to lose the customer.  This statistic can be interpreted to convey that it was what the company did not do that lost the customer.

So, let’s think about this as it relates to our individual roles…

The reason for the customer loss may not be the billing error as much as it is the LONG process to get the error rectified.

The reason for the customer loss may not be the content of the e-mail in response to the customer complaint; instead, the reason may be the lack of empathy conveyed in the company response.

The reason the customer decided to start buying the product elsewhere may not have been the callback from the company after the customer left a voice message with a question; the reason could be the fact that the customer call was not returned for a week after the message was left.

The reason they didn’t renew their annual membership wasn’t that the membership was a bad value. It’s just that the only time the organization contacted the customer was when the company was trying to sell the customer something.

When you think about how to better the customer experience, instead of always focusing on how to improve what’s currently done, consider what aspects of the experience lack urgency on behalf of the customer, lack empathy, lack responsiveness, or lack an intent to develop a relationship.

To improve retention, don’t always focus on what the company did.  Sometimes focus on what the company did not do.

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