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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

The Power of Teaching While Helping - 4/7/26


If you’re trying to develop a relationship with the customer rather than just simply handling their transaction and moving on, you are taking a long-term view.  You realize that that individual is someone you want to keep with your business for months or years to come, so it’s a Read more

Bear with Me - 3/31/26


As a customer, you’ve probably called a company and heard the phrase “bear with me.”  At that point, you know there’s going to be some sort of delay.  The CSR is giving you a heads up that there’s going to be additional wait time.  Essentially, they are trying to Read more

Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

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The Resourceful Rep – 3/16/21

Posted on March 16, 2021 in Customer Service Tip of the Week Please leave a comment

One of our clients is seeking to develop Customer Service Standards.  We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience.  One of the key attributes that this organization is seeking from its team members is resourcefulness. So, how can you become even more resourceful?

There are two primary keys to resourcefulness.  One is having the assets that you can bring to bear to address a given issue, need, or goal.  The other is having the creativity to formulate a plan or a response in using those assets.

List Your Assets

First, formulate your own list of assets.  An asset could be a subject matter expert in your company, a key contact in another division, or some other constituent or stakeholder or supervisor with a great deal of knowledge on specific topics or about specific customers.  An asset could be the knowledge base in your system.  An asset could be some past correspondence you had with a similar customer or about a similar situation.

As you can tell, the assets can generally be people, technology, or content that is categorized or organized in such a way that you can quickly find a related situation or customer type that you’ve supported in the past.  Create that list of assets so that you can more quickly meet the need of the customer.

Let Your Creativity Flow

Second, to creatively formulate the plan, you need to be able to think differently.  Let’s say that your customer cannot make their payment by the due date.  You start asking yourself: Who in my organization has expertise in dealing with situations like this and has resolved these types of issues previously?  What list of related FAQs exist?  What are some past e-mails or documents that I’ve utilized in similar situations that I can access to help this person as well?

Instead of just considering what you alone can do in this situation, expand your thought to consider who you can contact, what might be the standard answers, or what has proven successful with these types of customers or in similar situations.

To be resourceful, create that list of assets that you can bring to bear in customer situations. Then, take some of the burden off yourself by tapping into the people, technology, and communications that have helped you to succeed previously.

Use your assets and creativity to become the Resourceful Representative.

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Be Proactive like a Pro – 3/9/21

Posted on March 9, 2021 in Customer Service Tip of the Week Please leave a comment

We constantly work with clients, encouraging them to become more proactive with customers.  Don’t just be reactive, waiting for the customer to ask questions or to complain.  Instead, go to the customer, anticipate their needs, suggest something to them.

But many of us, frankly, don’t know how to be proactive.  We think we give great customer service because we answer questions…when asked.  Or we resolve issues…when the customer complains.  Or we address a need…when the customer presents the need.

That’s not truly great customer service; that’s basic, fair-to-good customer service.

To be great, be proactive.  But how?

Here are some questions to ask yourself (or the customer) to ensure you’re being proactive:

  • Ask the customer “How was your experience?”  Then act on the information provided by sharing key takeaways with others in your organization or by addressing the customer’s experience.
  • Ask yourself “What is their next step in the process?”  Then make sure they understand that next step.
  • Ask yourself “What else do they need to accomplish their goal?”  Then share your knowledge with them.
  • Ask the customer “What are you hoping to accomplish?” or “What’s your goal?”  Then chart a plan to get them there.
  • If you cannot meet their need as requested, ask yourself “What’s an alternative solution?”  Then offer the other option.

 
To be proactive with a customer, you don’t have to be the best in the world at empathizing with other people or reading their minds.  Sometimes you just have to ask the customer (or ask yourself) the right question, and then take action based on the response.

To be great at customer service, be proactive – Ask and Act.

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Find One Unique Thing – 3/2/21

Posted on March 2, 2021 in Customer Service Tip of the Week Please leave a comment

Many of us are not in a position to develop long-term relationships with our customers.  Our encounters are often one-time only with a customer – very brief and likely to be our only time chatting with this individual.

And even though there may not be a long-term professional relationship developed, we can still establish a pleasant and professional rapport.  We want them to feel like we care, and one way we can do that is to uncover something unique about that person.

Use Your Customer Database

Some of us are fortunate that we have customer databases that may tell us a little bit about the individual.  In sports, you may see that this NASCAR fan loves Chase Elliott.  That’s something unique to talk about with that customer.  In banking, you might look on the system and note that they’re a relatively new customer.  That’s an opportunity to thank them for their business and welcome them again.

No Database? No Problem.

But even if you don’t have that customer database, there are ways to quickly uncover something unique about the individual so you can establish a rapport.  Recently, I heard a dog barking in the background during a client call, so I asked the other person about their dog, and we chatted about our pets.  I was on a video call, and there was a wrestling belt in the background behind them on a shelf.  So, I asked them about the belt and learned about a particular award they won at their company.  Those conversations not only showed my interest in them, but they became a lot more positive and fun for me, too!

In government, when you’re talking with a local resident, ask what city or town they live in, and if you’ve never been there, ask them to describe the area.  If you’re providing service in someone’s home, if you see a nice piece of art or photo or piece of furniture, don’t just notice it – compliment it!

It doesn’t have to be much.  Identifying or bringing up something unique doesn’t have to be a Broadway production – some big formal theatrical unveiling of some unique pearl of knowledge.

Just Find One Thing

But identifying that one unique thing is important – it helps them to no longer feel like the number, no longer feel rushed or feel like a transaction.  They now feel like you see them as the unique individual they are, and that little effort on your part to establish a rapport makes a big difference in the feeling they take away from the conversation.  And in the long run, it makes a big difference in their perception of your organization.

The next time talking with a customer, find out one unique thing about them.

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