Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 54

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

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

Dear Customer, What do you expect? – 8/31/21

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Studies show that 40% of customer dissatisfaction was because the company didn’t meet the customer’s expectations.  The company overpromised and under delivered, or the company didn’t even do the bare minimum of what the customer expected.

To avoid dissatisfying your customer, meet or exceed their expectation.  Simple, right?  It only gets simple if first you know the customer’s expectation.  So, when you’re interacting with your customer, here are some good questions to ask to uncover your customer’s expectations about the product or service you’re delivering:

  • For WHO, ask: Will you need guidance in setting this up/getting this to work? Reason to Ask:  If you’re providing a service, you’ll identify what they expect in terms of educational support.  Make sure they know what to do with the product or service you’ll provide.  This question is all about them.
  • For WHEN, ask: By when do you need this service? Reason to Ask:  If you’re shipping a product, you want to know when they need it delivered so you don’t provide it later than needed.  This question is about timing.
  • For WHERE, ask: Where would you like this product delivered (or this service performed)? Reason to Ask:  If they want something delivered, you’ll identify where they’d like it delivered, how they’d like it packaged, etc.  Don’t deliver to the wrong location; don’t package the service/product incorrectly.  This question is about location.
  • For HOW, ask: How do you intend to use this? Reason to Ask:  Make sure you understand how they plan to apply your service/product to their need.  This question is about the product’s use or benefit.

 
These questions address the “Who, When, Where, and How” of “What” service is being delivered.

Identify the expectation; deliver the satisfaction.

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Listen Here…or Hear – 8/24/21

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To listen or not to listen?  That is the question…

Okay, so I’m no Shakespeare, but I like to quote the masters – Shakespeare, Senge, Seinfeld – whenever I get the chance.

Today’s topic is listening versus hearing.  There are distinct differences.  It’s important to go beyond hearing what somebody says if you want to truly convey that you care about what they’re saying.

You hear the wind, but do you listen to it?  You hear the laughter, but do you listen to it?  You hear the voices and the background music and the reporter on the television, but do you listen to them?

When you’re listening, you’re not only hearing the noise, but you are also seeking to understand the noise or the person or the content or music.  In customer service, hearing may be passive, but listening is active.  People want you to actively understand them based on what they say and how they say it.  And just as much as they want you to listen, they want to perceive that you’re listening to them.

This means that you have to have the eye contact when you’re listening, you nod periodically, and you have to have a total focus with your body language that conveys that you’re attentive to them and thinking about what they’re saying.

To show you’re listening, it helps to convey your understanding of what they’re saying.  So, take notes on what they’re saying, not relying purely on your memory.  Because from the customer’s perspective, it doesn’t matter if you hear them; what matters is that they feel like you are listening to them.

When you are listening, others feel like their comments are appreciated.  They feel like they are of interest to you and valued by you.  They feel…important.

The next time you are engaged with a customer in conversation, don’t just hear them out – convey that you’re listening.

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Show Nothing but R-E-S-P-E-C-T – 8/17/21

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With the new Aretha Franklin movie, Respect, coming out, it’s a great time to talk about Respect in customer service.  Respect is a word, a concept, an experience that’s brought up a lot in customer service, and it’s usually discussed when someone has been disrespected, Respect is part of an organization’s values or standards, or a customer demands Respect.

But what is “Respect?” While there is no universally accepted definition of Respect, I find it interesting that in Aretha Franklin’s song she says “R-E-S-P-E-C-T, find out what it means to me.”  Maybe that’s the reason we don’t have a universal definition – because it can mean different things to different people.

When we’ve talked with clients about Respect in customer service, particularly in staff workshops, we often start defining Respect by first defining the opposite – what it means to be disrespected.  The answers flow quickly:

  • No eye contact
  • They don’t listen to what I say
  • They cross their arms or roll their eyes
  • They look at their phone
  • They interrupt me, are rude, or argue with me
  • They give me an attitude that’s condescending
  • There’s no greeting at the start, no “Thank You!” at the end
  • They have a dismissive tone in their voice.

 
These are examples of issues with body language, tone of voice, poor communication skills, and lack of patience among many other concerns.  But what’s the commonality?  The commonality is how it makes the other person feel.  They feel “less than” or not listened to or not valued or unimportant.

Now, I’ve often said that we have no control over how others feel, but we can do things to impact the likelihood that they’ll feel a certain way.  So, Respect is as much about what we don’t do as it is by what we do; it’s about focusing on nothing but the other person.  It’s about thinking about nothing but this situation.  It’s about conveying nothing but an interest in the customer.  It’s about nothing but them.

To Respect someone, ensure you avoid things that convey disrespect.  Work to do nothing but Respect the other person.

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