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When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

Affirming the Customer with Empathy - 4/14/26


We’ve spoken and written about empathy for the 20+ years of these customer service tips, noting empathy as the most important quality any individual can have if they want to be great at customer service.  We’ve shared that - in order to serve our customers most effectively – it’s Read more

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Have a HOFAS Talk – 11/10/15 TOW

Posted on November 10, 2015 in Customer Service Tip of the Week Please leave a comment


I was dealing with an issue at a non-profit organization where I volunteer, and the employees were in a disagreement about how to handle a situation. There was no shortage of opinions, and the rumor mill was rampant. Much of what was said behind the proverbial closed door was negative about “them,” whoever “them” was to the one speaking.

To begin to deal with the issue, we began to facilitate small group conversations. The goal was for people with differing opinions to talk out in the open with each other so – eventually – everyone would have a fuller understanding and some empathy for others. This would create the platform from which progress and decisions could be made.

I bring this up because the 5 core principles we used in the conversations could be applied to most significant issues you might have with an irate customer or co-worker. The acronym to remember is HOFAS:

  • History – Get the facts of the situation, the background clear. Ensure that you’re starting the conversation with the same understanding.
  • Opinions – Encourage people to offer their perspective. Try to avoid arguing with their opinions; remember that those are just opinions, not facts, and people are generally entitled to opinions.
  • Feelings – Let them get the emotions out. If people can vent, they can usually blow off steam and begin to calm down.
  • Alternatives – Identify potential next steps, sometimes soliciting their ideas for resolutions, and often trying to identify more than one solution in order to offer everyone choices and flexibility.
  • Solutions – Determine which action to take, and which solution to pursue. Confirm what you all decided would be the next steps and timeframes.

 
You want to start these conversations by noting the 5 core principles and sharing that all comments should be provided in a manner that’s helpful and respectful. This reinforces the desired tone of the conversation and suggests that the discussion be about the issue, not the individual.

When dealing with the irate customer or co-worker, ensure the other person gets to talk. People want to be heard and to feel that they matter.

Have a HOFAS talk.

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Make 5 Minute Presentations to Co-workers – 11/3/15 TOW

Posted on November 3, 2015 in Customer Service Tip of the Week Please leave a comment


My customer service consulting firm conducts many visioning workshops for clients. The workshops can address the Mission, Vision, Values, Core Beliefs, Statements of Desired Culture, and Definition of a GREAT Client Experience.

At the client’s request, two of this year’s Visioning workshops have incorporated something different and interesting. The Visioning work is necessary because these particular clients are growing, and with new staff and – at times – new functions, there is a lack of understanding that’s developing.

Who works in other divisions? What do they do as individuals? What do they do as a division? How do they impact me? How do I impact them?

Issues can arise because of a lack of understanding of others serving the same customer, others who are “my internal customer,” or those that “serve my department.” There’s miscommunication. There’s a customer being misdirected. There’s one department operating as normal without realizing they’re causing problems and customer complaints for another department.

As a part of these workshops, early on we have leaders of key departments or divisions make 5-minute presentations to others in the room. The presentation can be in any format and any level of formality desired – flexibility is offered to the presenter. However, the focus of the presentation has no flexibility. Every presentation has to answer this key question:

What does your division do for the customer?

If the presenter would like to present other information, they could provide information on services, functions, and/or benefits to the customer. Q&A follows, understanding of common customers and interrelationships are brought to light, and a movement toward a common vision can now begin.

It’s amazing what benefits can result in simple five minute presentations, Q&A, and seeing what everyone in the organization does framed around the customer.

Frame conversations around the customer. Make 5-minute presentations to co-workers.

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A Lesson in Humility – 10/27/15 TOW

Posted on October 27, 2015 in Customer Service Tip of the Week Please leave a comment


Sarah was very excited about her new reading partner. Miss Jenny had never volunteered at this elementary school before, so she wasn’t certain what to expect when she showed up for her first day with her new reading buddy. When she met Sarah, Miss Jenny smiled, and Sarah’s eyes lit up.

They went to the school library together and read and talked, then read and talked some more. Then week after week throughout the school year, they met again – and read and talked again.

At the end of the school year on their last day together, Sarah gave Miss Jenny a hug and said “thank you for reading to me.” Miss Jenny thanked Sarah and talked about how much she enjoyed the time they had together.

As Miss Jenny walked away, Sarah’s teacher asked Sarah if she knew what her readying buddy does. “Yes,” replied Sarah, “she reads with me.” The teacher said, “Oh, I meant, do you know what she does for her job?”

“No,” Sarah replied.

“Well she’s a very successful business owner here in town,” said the teacher.

“Okay,” Sarah said, and then Sarah walked back to her desk – apparently impressed with Miss Jenny, but not impressed with her job. What was clear is that Sarah didn’t care about Miss Jenny’s job – she just appreciated her reading buddy. What’s also clear is that Miss Jenny never bragged about her job or her professional accomplishments – all of the time and discussions with Sarah were about…Sarah.

Why am I bringing up a community service story to discuss customer service? Because greatness in community service has a thread of humility in it. The community service is for those being served, not about those serving.

Similarly, great customer service isn’t about the service provider. In that moment of truth with the customer, it’s about the customer. It’s about addressing their need, their emotions, their issues, and their goals. It’s not about our ego or our experience or our superior knowledge of policies, procedures, rules, and regulations.

Although it would be great if the customer stroked our ego, that’s not their responsibility. That’s more our own responsibility and that of our employer.

When engaged with the customer, when serving others, we need to bring humility to the encounter.

In customer service, let us help others with a humble heart.

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