Business Advice | Customer Service Solutions, Inc. - Page 110

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


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 Read more

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


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 Read more

Foster Positive Feelings - 1/4/22


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, Read more

Seek to Understand

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One of the best tips I can give anyone new to the world of customer service is to “seek to understand.” When you think of the phrase “seek to understand,” you realize that it focuses on one person trying to understand something else or trying to learn about someone else.

When you think about poor customer service, you think about somebody taking a complaint personally. If you take the complaint personally, you’re more focused on how this impacts you rather than seeking to understand how it impacts the other person. When you think of poor customer service, you think of an employee getting into an argument with a customer when it should be easy to avoid the argument. But it is difficult to get into an argument with another person if you are truly seeking to understand. Because seeking to understand focuses on learning from the other and rarely involves the negative emotions of anger or hostility. 

When you think about poor customer service, you think about an employee who is impatient or seems rushed. But people who seek to understand are patient, they try to learn about the other person and their situation. When you think about poor customer service, you think about the employee talking on their cell phone or who is ignoring the customer because of some personal conversation with a co-worker. But employees who seek to understand welcome opportunities to help customers with needs or issues, and they seek to understand what the specifics of those issues and needs are and how to address them.

When you think about poor customer service, you think about employees who do not understand their processes and who don’t understand their products. Employees who seek to understand try to learn what the processes are like so they can work with the customers in the processes. They try to learn what their products are all about so that they can effectively convey that information to the customers.

If you want one great overriding thought to help guide you through your day in serving your customers, Seek to Understand.

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


Don’t Lie to Me

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There’s a new television show that you may have seen called “Lie to Me”. The premise of the show is that there are police investigators who are trying to determine what happened in different cases based on how suspects and witnesses react in certain situations in responding to different questions. The investigators look closely at facial expressions, eye movement, body language, and other non-verbal factors to really determine what the individual is saying beyond what their words convey.

Occasionally after a customer service training session where we describe body language, expressions, and tone of voice, a participant will come up to me and say that this stuff seems just like that TV show “Lie to Me”. They find it very interesting what we’re conveying because they have seen this show.

Now what the investigators are doing in the television show is something that we should be doing on an ongoing basis in our business and personal lives.

They are not focusing purely on what the other person is saying, but they are also focusing on how they are saying it. They are looking at the eyes, the arm and hand movement, the facial expressions, body posture and positioning, and the directional positioning of the body during the discussion.  We need to be looking at these factors when we converse with others. Because others are conversing with us in many ways beyond the words they are conveying, and if we truly want to understand others, then we truly need to look at all different manners in which they are communicating with this.

So the next time you’re communicating with somebody face-to-face, watch their eyes closely, look at their body positioning and movement, notice their facial expressions, view when they look down or to the side or up, notice the hand movements, and begin to try to understand what they are conveying with those signals.  You’ll find yourself being a more keen observer of the other, and you’ll also find yourself becoming much more adept at handling the conversation in an effective manner.

Don’t let them lie to you.  Make sure you know what they are really saying beyond their words.


A Key Question

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Phil had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented regardless of the position. So in making that decision, they added some creative questions into the interview process. One of the most interesting questions that Phil had to ask prospective employees was “Are you selfless?”  The answers that he got from applicants often made him either laugh or cry. One response was “Why do ask that? What have you heard about me?”  Another response was “Yes I can be selfless.  What’s in it for me?”

 It’s a tough question to answer if you are not a naturally selfless person. But many people who excel in customer service excel because they are selfless.  They are very good at empathizing with others’ situations. They are exceptionally good at trying to do what’s best for the customer or best for the company without adding in the third option of “what is best for me.”

People who are selfless try to do things based on others’ needs and issues and goals. And they make decisions based on what’s best for the person they are trying to serve.

 Are you selfless?

If we want to take it up a notch in our customer service mindset and orientation, we need to focus less on ourselves in conversations, and focus more on others.

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/