Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 61

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Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

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Signs of Service Recovery Situations – 1/18/22

Posted on January 18, 2022 in Customer Service Tip of the Week Please leave a comment

As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the customer – where they’re coming in irate, upset, or complaining.

In that short moment-of-truth, your response can trigger their emotion, even if they’re not yet there.  So it’s important to be aware of potential signs of trouble:

  • They have been waiting a long time.
  • They’re looking at their watch.
  • They mention a previous conversation about an issue or unresolved need.
  • They’re LOUD!
  • They say “I expect…”
  • They state that they’ve been directed to several other employees or departments before you.
  • They use (and often emphasize) words like: problem, issue, mad, upset, angry.

 
It’s at times like these – situations like described above – that our service recovery senses and skills need to kick in.  We need to make sure we’re not making the situation worse with our original response and that we’re immediately focused on listening, empathy, and self-awareness of our body language at that moment-of-truth.

Identify the signs of a need for service recovery.

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In Survey Development, Think in Reverse – 1/11/22

Posted on January 11, 2022 in Customer Service Tip of the Week Please leave a comment

We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer!

And when we review their questions and start to see the direction they’re heading with the topics, we invariably pause the conversation and ask them to take a step back.  Overall:  What is the goal of the research?  What are they hoping to learn?  How will they act on the results?

Even for their drafted questions, we ask them to take a step back and think about each question:

  • What do you expect to learn from the responses?
  • If the customers say they want “A,” are they going to expect that we act on their response?
  • If the responses say “this doesn’t work,” what are we going to do with that information?
  • How are we going to use the response for prioritizing some operations improvement, helping with strategic planning, or enhancing the customer experience?
  • What’s the goal of asking that question?

 
When clients start with their questions in-hand, we make inquiries like those above.  Essentially, we are trying to get the client to reverse their thinking.  Instead of starting with their questions, we want to them to (1) Start with the Goal, then (2) Go back to how they would Act on the Results, then (3) Go back to the Data they Need, and finally (4) Determine how to Word the Question.

If they work through this process correctly, it will result in a question worded to get actionable data to achieve the goal.  If they start with the question, it may result in an unusable set of answers.

Develop surveys in reverse.  Start with your goal and gradually work your way back to the question.

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Foster Positive Feelings – 1/4/22

Posted on January 4, 2022 in Customer Service Tip of the Week Please leave a comment

I bet a lot of you all are like me – when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings.

However, when customers are providing a word-of-mouth evaluation of our businesses, what they are mostly sharing is their feelings.  Sure, they’re telling their buddy, their co-worker, their spouse, or an acquaintance about the specifics of their experience in working with our businesses.  But they are also sharing their feelings.  How they paint the picture of their experiences is often based on the feelings they take away from their interactions with us.

So, if word-of-mouth can generate business for us, if word of mouth – when negative – can keep potential new customers from even considering our businesses, then the question becomes:  How do we engender positive feelings from customers?

Feelings We Want Our Customers to Have

Most of us want our customers to feel comfortable in working with us.  We want them to have enjoyed the experience, to be confident in what we’re doing, to feel respected, to feel like we valued their time.

If these are some of the feelings that we want our customers to have, some of the positive feelings that they could share in conversations with others, then we need to determine how to engender these feelings.

Foster Positive Feelings

Consider these points:

  • Strive to make your customers feel comfortable – with the environment, the process, and the plan.
  • Be consistent, knowledgeable, and effective enough to gain their confidence.
  • Be efficient enough, patient enough, and communicate well enough so that they feel you valued their time.
  • Tell them they are important, and convey it with your actions and your responsiveness.
  • Use your body language, your tone of voice, and how you engage them with your words to convey true respect.

To foster more positive word-of-mouth, work hard to foster positive feelings in the heart of your customers.

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