Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 25

Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

Talk Up Your Teammate – 12/5/23

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It happens all the time in business. The salesperson transitions the new customer to their service representative.  The nurse tells the patient about the doctor about to come into the room.  The gatekeeper tells the customer about the supervisor they’re about to transfer the customer to, in order to address an issue.

An employee is handing off the customer to a teammate.  At this point, the initial employee has a few options.  They can (1) Simply conduct the handoff, (2) Make the handoff with a little ambivalent or not-so-positive statement about their co-worker, or (3) Talk up their teammate in the handoff process.

We should strive to set our co-worker up for success.  We also want to deliver a great customer experience, one where we’re infusing positivity and building customer confidence.

So, let’s be intentional when we’re making that transition, discussing the co-worker about to enter the conversation, or transferring that call.  Let’s be intentional to infuse some positivity and confidence.

Our account holders love working with Jenny!  She’s very upbeat, is very responsive to requests or concerns, and she really enjoys getting to know our new customers.

Dr. Smith is excellent.  He asks about you, likes to listen and learn, and he’s cared for and helped patients in situations such as yours for over 20 years.

Julio’s definitely the best person to answer your question and help you resolve this issue.  I’ll let him know the details of the situation, and I’m sure he’ll ask you questions to confirm things.  He’s good at determining the cause of the issue, identifying a solution, and following through on his promise.

Part of delivering a great customer experience requires that we strive to be a great teammate.  And when we have to do those handoffs of the customer to a co-worker, be intentional about infusing some positivity and building customer confidence.

Talk Up Your Teammate.

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Use Silence Wisely – 11/28/23

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Silence is golden…until it isn’t.

Silence is an excellent tool to use when talking to the customer.  Silence can convey that you’re listening, that you are patient, that you are being kind and are deferring to the other person.  Being silent can convey that you’re intentional about what you say, pausing before speaking.

And the benefits of silence are not just about the effect it can have on the customer, silence can also benefit you.  By being silent, you’re allowing yourself time to understand the other person.  You’re allowing yourself time to formulate a response.  You are oftentimes able to relax yourself by breathing rather than speaking, by thinking rather than feeling like you have to immediately react to the other person’s statement.

But there are times when even silence can be overdone.  Particularly when you’re dealing with somebody who has an issue, silence can mean – to them – that there is a bigger issue than even they had anticipated.  Silence can mean – to them – that you’re not understanding their situation.  Silence can mean – to them – that you’re having trouble finding their order, coming up with their account, accessing their appointment information.  And silence can mean – to them – that you just don’t care that much, that you aren’t very interested in engaging with this person.

So, even though we’re not communicating verbally with someone when we’re silent, we are definitely communicating with them.  If we use silence intentionally, we’re silent to convey a certain message, or to be more thoughtful, or to ensure we’re just listening as sincerely and as productively as possible.

But think about, as well, these examples for when silence is overdone. There are times when that customer needs that dialogue, needs you to convey that understanding, needs you to convey the steps you’re going through on their behalf.

Ensure you understand the situation before you determine whether and how to use silence.  Then, use silence wisely.

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Be Grateful for the Good – 11/21/23

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There are several different ways you could define gratitude, but I like the simple definition:  Being grateful for the good.  There’s a lot to be upset about, a lot to be frustrated with, there’s a lot to lament about in our customer service roles.  But even in these challenges, we can also find some good.

So, in this time of the Thanksgiving Holiday in the USA, here are some things for which we can all give thanks, and we can feel and convey gratitude…

I’m thankful for the customer who’s patient with a long wait on the phone or in a line.  I’m thankful for the person with the good attitude despite the complaint that they’re sharing with me.  

I’m thankful for the co-worker who lets me vent when things go wrong.  I appreciate co-workers who educate me on a job so that I can do it better, even though it’s not their job to be my informal trainer.

I appreciate the bosses who give team members support without micromanaging, and those individuals who are great models to follow.

I enjoy laughing with co-workers and customers; sometimes it’s about co-workers and customers, but it’s always in good fun.

I’m grateful that I have the technology to make my job more efficient.  I have gratitude for the kindness of others who think about little things I’ve said in the past and remember them, whether they’re my individual likes or my personal concerns.

I appreciate that people in customer service usually think first about what’s best for others before thinking about what’s easiest for themselves.  And I appreciate you all for subscribing to these tips and reading them every week.

As I noted earlier, gratitude is, in part, something you feel, often due to the kindness of others.  But gratitude is also something you can convey.  So, to those you are grateful for, tell them of your appreciation for their kindness.

Let’s all be grateful for the good.

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