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Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

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Be Generous to a Fault – 8/20/19

Posted on August 20, 2019 in Customer Service Tip of the Week Please leave a comment

People who think they’re generous to a fault usually think that’s their only fault – American Journalist Sydney Harris.

This quote reminds me of someone who views themselves as a giver – someone who is so humble that he likes to humbly tell everyone of the gifts he’s given, good deeds he’s done, and, of course, his humility.

I give, give, give, never take – Radio personalities John Boy and Billy being facetious.

It’s a great thing to SINCERELY give to others, especially in the world of customer service, but it’s also good to be a giver with co-workers. It’s not only about your team winning, but it’s about your being a winning member of a team.

Generosity gives assistance rather than advice – French writer Vauvenargues.

Now we get to the meat of what giving and generosity mean, particularly in the workplace. If you want to be a great team member, be a giver. Be generous. But to do so, there are 2 key things to understand.

First, what are your gifts and resources – that which you have to give? Think about your experiences, who you know, what you know, your skills, your personal qualities, that inventory of abilities that are above the average. What is your level of compassion and caring, your energy and passion, your will to do a great job or to help others? Before you can give a gift, lose the humility for a few minutes, and write down the answers to these questions. Create a personal inventory of your own gifts.

Second, understand that generosity is more than advice – it’s assistance. There’s a difference between telling someone what they should do (or – worse yet – should have done) and actually assisting the other person. What experience or resource can you pull from to help them help themselves? What clear direction can you point them in for them to take? What way of communicating can you use to impart your true desire to help them? How can you go beyond “should-ing” on people or simply stating a fact (“That won’t work”) to being helpful…to assisting?

Be a member of a winning team by being a winning member of your team – be generous.

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Don’t Assume because… – 8/13/19

Posted on August 13, 2019 in Customer Service Tip of the Week Please leave a comment

You’ve probably heard this statement growing up. Your parents said, “Don’t assume, because it makes…you look bad.” Or something like that…

Recently my laptop screen died, and since it was an older laptop, I decided to go ahead and buy a new one instead of paying to have the screen replaced. Along with selling the new computer to me, the store did a data transfer from the old computer to the new computer over a weekend.

They assumed I didn’t want to check it in the store before I left, but I did. They assumed all the files were transferred from the older computer, but they weren’t. They assumed that my e-mail was setup through Exchange, but it wasn’t.

They made several other assumptions that led to mutual frustration and a negative end to what had (up to that point) been a positive experience. In this encounter, the employee was going down a path for me, and at each fork in the road she made an assumption (several times the wrong assumption), and she then had to backtrack.

Recently, CSS conducted mystery shops for a client, and this client was more concerned with asking questions than making assumptions.

They asked the shopper if we were a new business, and we were not new. They asked if we knew the URL to register for a particular beverage license, and we did not know. They asked whether we’d like to know the different ways we could submit the additional documentation needed, and we did want to know the options.

In this encounter, the employee was going down a path, and at each fork in the road, she asked the shopper a question to determine which direction to go next.

To provide a better customer experience, let the customer determine what to do at the fork in the road.

Don’t assume. Instead, ask.

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Patience Leads to Positivity – 8/6/19

Posted on August 6, 2019 in Customer Service Tip of the Week Please leave a comment

Thank you for your patience. That’s a statement I enjoy saying…when I am the customer.

When I’m trying to learn something and I’m about to go into a process, I want to have a feel for what the whole process involves. Over the years, I’ve gotten tired of feeling like I’ve completed a process, when in reality I’ve only gotten through the first step. I hate coming to the end of the first step and finding that there’s a second step, getting to the end of the second step, and only then finding that there’s a third step. It would be so much better to just know all the steps, the entire timeframe, and what I need to do from the start to make all these steps go as smoothly and quickly as possible.

Again, I’m talking from the perspective of the customer. Whether it is talking to account representative about some new service or talking to the computer tech helping me deal with a blinking computer screen, I like to know the steps.

In these situations, I am asking a lot of questions, and things I appreciate most about a person are (1) The specific responses conveyed with knowledge and experience as well as (2) Patience.

Customer Frustrations
It bothers me to no end when I feel like the person is rushing through the conversation. It’s frustrating when they’re making the process sound like it’s not that big a deal; it probably isn’t a big deal to them since they’ve dealt with it 100 times, but it is a big deal to me, the customer. It’s frustrating when they talk fast or make statements unrelated to my need because they didn’t ask questions about what’s unique about my situation.

Avoiding their Frustrations
So, what is not frustrating? What is positive? Knowledge and experience conveyed in specific responses…and patience. When you’re dealing with somebody who’s about to go through a series of steps, convey these attributes.

Be patient. Think about your body language. Avoid interrupting. Breathe a few times to slow yourself down. Ask them questions to understand their situation so you don’t have to talk about the 5 different paths something might take if it’s obvious this process is going to go down 1 path for this 1 unique customer’s 1 situation.

Let your patience result in a positive customer experience.

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