Abraham Lincoln | Customer Service Solutions, Inc.

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

Your Best Ability is… - 5/14/24


I enjoy watching sports, and I’ve even listened to some sports press conferences over the years, just to hear what coaches are saying.  Basically getting the leadership perspective from the sports industry either out of my interest or curiosity, or to figure out how to apply it to the Read more

A Complaint is a Gift - 5/7/24


A complaint is a gift.  Okay, so the complainer is not always a “gift.”  The customer’s delivery of the complaint is sometimes more like a stocking filled with coal than a vase filled with roses.  But this is why we need to be able to differentiate the complaint from Read more

Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

Quick Customer Service Technique Tips

Posted on in Business Advice Please leave a comment

Here are some quick hits for anyone in customer service…

  • To be great a customer service, you have to WANT to be great at customer service. Few people in history have been great without trying, practicing, improving, without WANTING to be great.
  • Did Michael Jordan just want to shoot hoops, or did he want to be great?
  • Did Dale Earnhardt just want to drive, or did he want to win races?
  • Did Abe Lincoln just want to manage, or did he want to lead this country to be better than it was?
  • Did Walt Disney just want to draw, or did he want to entertain in bigger, better, more personalized ways?

So to be great at customer service, make sure you’ve at least mastered these basics as a starting point:

  • Always answer the phone stating your department/organization, your name, and asking a question to start the conversation. A professional greeting should take less than 2 seconds.
  • When a customer is complaining, let them vent, empathize, and apologize or at least say “I’m sorry that happened to you…”
  • When closing a typical conversation, thank them for their business, their question, their inquiry, sharing their concern. Be memorable – in a positive way.
  • Be aware of your tone of voice on the phone – 86% of people judge you on the phone by your voice, not what you say.
  • Be aware of your body language and gestures when you’re face-to-face – 55% of people judge your body language, not your tone or what you say when you’re face-to-face.
  • Read the other person; are they anxious, angry, impatient, happy, upset? Tailor your interaction to address their emotion.
  • View your co-workers as customers. Even if you don’t interact with the consumer, the information or service you provide to your co-worker, the timeliness and attitude with which you provide the information or service – they impact your co-worker’s ability to serve that consumer.

These are a few quick tips to start your week.

Have a great one!

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

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