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Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

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Caring for Co-workers through COVID – 6/23/20

Posted on June 23, 2020 in Customer Service Tip of the Week Please leave a comment

A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified – Loneliness and Collaboration/Effective Communication.

When you hear something like this – that individuals working remotely are often lonely or struggling with effective communication and collaboration – you start to wonder how communications can be more effective, how collaboration can occur, and how feelings of loneliness and isolation can be overcome.

As I was thinking about the root causes of these issues and possible solutions, I remembered the Customer Service Standards that one of our education industry clients implemented. We helped to design these Standards based on their desired organizational culture, and I wanted to share them with you.

Paraphrased below are some of the Standards. They are worded as actions, but they are also individual commitments. Review them, and see how you can tangibly address them to care for yourself and your co-workers:

  • I will communicate with others so they feel valued and important. I will actively listen to them and convey my understanding, communicating in a clear, concise, and complete manner.
  • I will acknowledge communications from others in a timely manner and manage expectations for next steps; I will then address the need in a time that meets or exceeds their expectations.
  • I will engage with others around common goals, building mutual trust and loyalty as we move together toward solutions.
  • I will work with others, proactively sharing information and ideas to support the achievement of collective goals.

 

These all relate to communication, collaboration, being proactive, and being responsive. They revolve around a theme of empathy and caring for others. And if utilized, they may help to overcome the loneliness of others…and ourselves.

Apply these Standards to Care for Co-workers during COVID.

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React, Reflect, Respond – 6/16/20

Posted on June 16, 2020 in Customer Service Tip of the Week Please leave a comment

Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react.

I love people who are in customer service roles. These are the folks that people say things to in the business world that you wouldn’t expect. They are dealing with rude and obnoxious customers, odd situations, and complaints they didn’t cause. The topic and the person that they’re having to deal with can change literally minute-by-minute.

And through it all, these customer service stars try to be caring to that other person. They try to be selfless. They try to balance the company, the customer, and the co-worker.

But even customer service stars aren’t perfect, and they should not expect themselves to be perfect.

We’re all human, and we all react. The difference between people who are truly great in customer service and those who are simply in a customer service job is that those who are great may follow-up that natural reaction with reflection and a response based on that reflection.

The reflection involves understanding the situation, quickly understanding your own role, and then trying to create empathy in the moment for that other individual. The reflection is looking back on the similar experiences you have encountered in the past, the training you’ve received, and identifying the best ways to handle this unique situation.

That reflection is followed in the response – one where the combination of body language and tone of voice and the words you use and how you engage others is done in a thoughtful, professional, and solution-oriented manner.

Those who are great in customer service react naturally. We all do because we’re all human. But those who are dealing with these trying situations and these challenging customers are great at not letting that reaction continue unabated through the conversation. Reflection leading to a thoughtful response is what separates the good from the great.

React, Reflect, Respond.

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Serving the Technology-challenged Customer – 6/9/20

Posted on June 9, 2020 in Customer Service Tip of the Week Please leave a comment

The IT helpdesk representative was on a call with a customer, and in trying to troubleshoot an issue, the employee said, “Let’s start by opening Windows.” The customer said “OK,” and there were 2 minutes of silence. The employee twice asked, “Are you still there?” with no response. Finally, the customer got back on the phone and said, “Sorry about that; two of my windows were easy to open, but the third was painted shut.”

This is a true story, it came out of training we conducted almost 20 years ago, and in many ways it applies today, as well.

Not every customer grew up with technology, and not every customer loves or is naturally wired to work with technology. Especially in this age where so many are working remotely and we have a need to provide customer service remotely, we need to understand if the person we’re talking to is technology-challenged.

These people are as smart or smarter than any of us, but maybe they just have a different communication preference or a different background or a different level of experience and comfort with technology. To address these unique individuals, here are three key areas of focus.

Patience – First, it’s about our way of interacting with people. We need to be very patient and very empathetic/understanding, as well. A little bit of levity and laughter is always good when done appropriately. Keep in mind that we’re trying to create comfort with this person and reduce their anxiety, and the more patient and understanding we are in the words we say and the tone we use, the more comfortable they will become.

Phrases – Second, effective communication in these situations is based on understanding the importance of words. Even “windows” does not mean the same thing to everybody. Try to avoid the acronyms. Try to understand that simplicity is vital. Does “application” mean the same thing to everybody? What does it mean to “click on” something? Think about keeping things Short, Simple, and Summarized, so that they understand. And if you feel they don’t understand, ask them their understanding of what they see, should be seeing, or should be doing.

Process Steps – Third, don’t move through multiple steps quickly. Always end one step by confirming where they are before going on to step two. End each step with a clarification question if there’s any doubt about where they are at that point.

If we want to deliver great customer service, let’s tailor the process of delivering that customer service to the individual we are speaking with at the time.

Let’s provide great customer service in this technology world, particularly to the technology-challenged customer.

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