Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 182

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Care Enough to Give Them a Heads Up - 1/30/24


Nothing bad at all might happen.  Every day in the office could seem like every other day.  Sights and sounds and smells might continue to be the same.  But we have a lot of construction going on around our offices, and the building manager knows the type of work Read more

Be Better than AI Customer Service - 1/23/24


There was a recent CBS Sunday Morning Show story called: How artificial intelligence is revamping customer call centers. The journalist described how artificial intelligence is being used in customer service, and he noted the millions of pieces of information that can be processed in a matter of seconds. There are clear Read more

Recognize the Situation, and Pivot - 1/16/24


The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments Read more

Sharpen Your Service Delivery - 1/9/24


You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull? I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its Read more

Make Empathy Your Superpower - 1/2/24


I was facilitating a Service Excellence Training class for a Higher Ed client in the Northeast several years back.  As I was walking through the portions of our technique for defusing the angry customer, I talked about empathy.  I talked about accepting responsibility. Immediately, one of the hands in the Read more

Holiday Poem 2023 - 12/26/23


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 Read more

Refresh, Rejuvenate, Refocus - 12/19/23


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 Read more

Be a Telephone Matchmaker – 6/4/13 TOW

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

Have you ever called a company, and you could just tell the employee was reading a script?

Say this out loud in a flat, MONOTONE voice: Thank you for calling Acme Paper Products. I am thrilled that you have called. Please let me know what I can do to make this a great day for you. I want to be the bright ray of sunshine on the flower of your day. Please let me know what I can do to bring you customer delight.

The employee could say the most wonderful words in the world, but if their voice is flat, with no fluctuation, then what is the employee really conveying? Insincerity? A feeling that “this job would be great if I just didn’t have to deal with customers?” A sense that “I’m stating a script that I’ve stated 100 times before?”

Until people really get to know you, they judge you (and me) based primarily on our tone of voice – particularly on the phone. So whether you’re trying to convey that you want to brighten their day or address their need, make sure you’re aware of how you sound.

There should be some relationship between the tone you use and the feeling you want to impart on the customer. If the words are empathetic (“unfortunately…”), sound that way. If the words show enthusiasm (“I want to help…”), sound that way. If the words convey confidence (“We can definitely…”), sound that way.

Link the tone to the words and the message.

Truly brighten someone’s day.


View Touch Points from the Customer’s Perspective – 5/28/13 TOW

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I received an email from my wireless telephone provider. They mentioned that I was now eligible for an upgraded phone at a discounted price (and if you’ve seen a 1990s flip phone, you’ll know why they want me to upgrade). Apparently the upgrade date had been reached, and I was eligible for the upgrade. One minute later, I received an email from the same provider telling me that it was an anniversary of sorts, and therefore I was eligible for an upgrade at a discounted price. About one minute later, I received a third email from the same wireless provider noting that I was now eligible for a discounted upgrade to my cell phone as a reward for my loyalty.

What the organization didn’t realize was that they were sending essentially the exact same e-mail at the exact same time with 3 different subject headings. The exact same upgraded cell phones were offered in each e-mail with those discounts available. So there may have been a Touch Point Plan that the provider had developed, but they were not looking at the plan from the customer’s perspective. Something that might have appeared very professional at first to the customer, turned out to be an aggravation after the third – essentially duplicate – e-mail arrived at my inbox.

If you work in a client relationship management role at your organization (for example, you’re a season ticket services representative for a sports team), this Tip of the Week is especially important for you. When you build your Touch Point Plans from the organization’s perspective, you determine when to send out information based on events or timeline triggers; make sure, however, that you’re not just looking at the plans from the organization’s perspective. Invert your Touch Point Plans to test them from the customer’s perspective to know what they’re going to receive and how they might perceive the information.

Develop Touch Point Plans from the customer’s perspective.


Same Wait, Different Experience – 5/21/13 TOW

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Jenny went to Clinic A. She waited 35 minutes after registering to get taken to a room for her annual physical. Beth went to Clinic B. She waited 35 minutes after registering to get taken to a room for her annual physical.

Jenny felt great about the experience she had that preceded her physical. Beth thought that timeframe was awful.

Here was Jenny’s situation: She was greeted as soon as she walked in the office by the registration clerk. The clerk smiled, handed her a clipboard with a couple forms to complete, and asked Jenny to return the forms once complete. After confirming that Jenny understood what was being requested, she sat down.

The forms took about 4-5 minutes to complete, and when she provided the forms to the clerk, the clerk smiled, thanked Jenny, and noted that she just found out they were running about 30 minutes behind. She apologized to Jenny, confirmed Jenny didn’t want to reschedule, and noted the water cooler, the magazines, and other items available to help the time pass. The clerk said someone would touch base with an update in about 15-20 minutes.

After 15 minutes, an employee told Jenny that it was looking like it would be 15 more minutes before Jenny would be taken back; 10 minutes later the same employee stated that it would be 10 minutes more (about 35 total), and she apologized for the additional delay. Ten minutes later, a nurse came out and called “Is Jenny Smith here?” As Jenny approached, the nurse apologized for the delay and noted she was happy to see Jenny.

Here was Beth’s situation: She walked into the clinic, found the registration window, and stood there for about 30 seconds until the employee looked up and said “hello.” The clerk provided the forms on the clipboard and asked Beth to complete and return them.

When Beth provided the forms to the clerk, the clerk said “Thanks. We’ll call you shortly.” After about 20 minutes, Beth walked up to clerk and asked when she’d be seen. The clerk said “We’re running a little behind. We’ll call you back shortly.” So Beth returned to her seat.

About 15 minutes later, a nurse came through a door and said “Johnson!” That was Beth’s last name, so she jumped up and walked toward the nurse. The nurse held the door open and pointed at the scale just inside the door and said “I need you to get on the scale to check your weight.”

Same wait time. Same paperwork. Totally difference experience.

Communications can take a bland experience and make it palatable – or even positive! It’s like taking a quarter pound hamburger patty and adding the lettuce, tomato, condiments, cheese?, and a nice bun. It’s taking the basic and making it something worthy of your business.

Make sure the blandness of some processes and products are made palatable by great customer service.