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Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

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Have a Game Plan to Address Their Anxiety – 10/8/24

Posted on October 8, 2024 in Customer Service Tip of the Week Please leave a comment

It seems like we all get deliveries – whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they?

It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are just expecting, and it does not show on the doorstep.  We don’t get the confirmation e-mail.  We were told it’s coming and should have been delivered, but now we’re not so sure.

This is something that happens literally thousands of times a day.  And often, the customer’s response to the lack of delivery is to call.  They’re nervous about a delayed package.

So, how do you deal with those nerves, that customer anxiety?

Customers often mirror what they see or hear from the employee, so if you’re calm, there’s a better chance that they will be, too.  If your voice is quieter, if you speak more slowly, if you’re clear, there’s a chance they may respond in kind.

If you explain the tracking process and the reason for the delay (if known and appropriate), they understand why the delay is occurring and what is happening – facts/information help to combat anxiety.

When you provide a new expected delivery day or time and how this process will be handled, if you offer to check back with them to confirm receipt of the item being delivered, they will be able to envision a more positive outcome.  And the customer may feel reassured and appreciative of the expected follow-up.

When you get a call from a customer whose expectation wasn’t met, meet them with calmness, explain the situation with facts, let them know the upcoming process, and offer proactive follow-up.

Have a game plan to address their anxiety.

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

Posted on April 16, 2024 in Customer Service Tip of the Week Please leave a comment

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 them to become more confident by taking away the fear of the unknown.

One step in the technique that we use to train our clients for these situations involves employees talking about themselves.  If you’re the person they’re interacting with to help them with their concern, it helps their confidence that things will get resolved if they become confident in you.  So, after listening to them and asking them questions about their situation, convey your understanding of their situation back to them so that they feel like you are understanding what they need.

Then…talk about yourself:

  • I’ve been working here for 10 years now, and I’m very familiar with the different types of solutions that will help you in this situation.
  • I’ve worked with several other clients over the last 12 months who had similar needs, so I’m confident we’ll be able to help you.
  • We’ve helped other customers with similar circumstances, so we definitely have some options for you to consider.
  • When I heard your story, it immediately reminded me of some other customers that we’ve helped through this process.
  • I can definitely help you with that. I’ve got a lot of experience in this particular area, so let’s talk about what we can do for you.

 
Customer service is all about serving others, conveying our understanding of others, showing some empathy.  But sometimes the best way to serve others – when they are anxious or nervous about something – is to find ways for them to feel more comfortable, become more confident.

Talk About Yourself to Build Customer Confidence.

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They’re Stressed, So You Can… – 8/2/22

Posted on August 2, 2022 in Customer Service Tip of the Week Please leave a comment

Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast.

In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step – what points to cover and what points to avoid.

But today, let’s be a little less prescriptive and just talk about some Guiding Principles when you’re engaging the other person:

Avoid the Absolutes – Conveying empathy is important in these situations.  People seem to be less anxious when they feel like somebody is trying to understand them.  However, it’s best to avoid statements that convey that you are certain about what they’re feeling, that you are certain about their situation:  I know exactly how you feel. You are stressed. I know you’re nervous.

By using these statements, we’re making assumptions that they’re stressed about something.  Sure, they appear that way, but we don’t want to state the assumption as a fact, since we could either be wrong or they may take offense if we tell them how they feel.  Instead, use phraseology like: It seems…or I would understand if…or Situations like this can be…

Temper Your Tone – One way to bring nervousness down is to bring the volume down.  Try to speak more softly. Yes, still use a bit of inflection to show interest but not so much inflection that it brings higher energy into the conversation.  We’re trying to pull some of the energy and emotion out of the conversation.

Ease the Expressiveness – If you’re somebody who talks with their hands (like me!) or have lots of facial expressions, if you’re somebody who moves around a lot when they talk – these activities can keep the energy and the emotion in the conversation.

Slow your movements.  Have more of a neutral, yet somewhat positive facial expression.  Relax your shoulders and your arms, and provide a total focus on the other individual.

When the other person is stressed, we don’t want to do anything to create an even more stressful environment for them – or for us.

Avoid the Absolutes, Temper Your Tone, and Ease the Expressiveness.

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