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One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

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

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Stay Calm When the Customer Isn’t – 2/24/26

Posted on February 24, 2026 in Customer Service Tip of the Week Please leave a comment

There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best way possible as well as maintain a good mental state in the heat of the moment, it helps if you can stay calm even when the customer isn’t.

I’m not going to talk more about why it’s so important for you to stay calm; let’s just skip to “The How.”

Breathing deeply is hugely beneficial.  But you need to be intentional about your breaths – in slowly and deeply, hold for a second or two, and then out.  Not too loud because you don’t want to sound exasperated – just deep and slow.  This method helps the body to relax, get the pulse rate down, and the consideration of your breath (thinking about your breathing) helps your mind to relax.

Good self-talk is a wonderful thing in these situations.  Tell yourself that their emotions are not about you, they’re about the situation.  Tell yourself that you want to help this person.  Get in the right frame of mind so that your focus is helping this unique person in this – to them – unique situation.

Write down their comments – the “old time” paper/pencil works.  It gives you a focus on a stagnant piece of paper instead of focusing on an agitated customer.  Writing their comments forces you to focus on facts and documentation.  If you mix looks at the paper with looks at the customer, they’ll feel you’re considering what they’re saying is important.  Oh!  And it helps to literally tell them that you’re taking notes because what they’re saying is important.  Let them see your notes – you have nothing to hide; you’re just writing down their words.

When you’re dealing with that emotional customer, to gear down your own emotions, focus on breathing, positive self-talk, and documenting the facts so that you can move that customer more quickly toward a solution.

Stay calm when the customer isn’t.

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Don’t Create the Second Complaint – 12/2/25

Posted on December 2, 2025 in Customer Service Tip of the Week Please leave a comment

Maria was upset.  Rightfully so.  The product delivery was delayed, she couldn’t get anybody on the phone, and nobody would reply to her e-mails.  So, she went down to the store, and she found a customer service representative.

After the initial greeting, the employee listened to Maria’s complaint.  While Maria told her story, the employee stood there…with a blank face.  There was some eye contact, but otherwise there was basically nothing.  No nodding.  No furrowing of the brow.  No outward signs of inward empathy.

Maria wasn’t getting any reaction, so she just kept talking, although she felt like she was talking to a brick wall.  Eventually Maria stopped, paused, and the employee asked to see her purchase receipt.

Maria’s frustration transitioned from the delayed product and the lack of responsiveness to the situation she was facing at this point – an employee who had not been trained on…how to engage someone who was upset…how to use her body language to convey a little empathy…how to note some understanding and communicate effectively.

Although Maria thought she went to the store solely to get some resolution to her issue, she soon realized what else she wanted.  She wanted to be heard.  She wanted to be understood.  She wanted somebody to convey that they cared.

When you’re dealing with a customer who is upset or frustrated, understand that – for most of them – it’s not just about the issue.  It’s about how they perceive your organization feels about them based on that negative experience.  The situation makes them think that the company doesn’t care, but how you engage them about the situation can convey that the company really does care.

Engage the person when you’re dealing with their issue.  Use your body language and expressions to show you care about them individually, even if the issue with their product or service may have given them the opposite impression.

Avoid giving them an additional reason to complain.

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Find Your Special Sauce – 9/23/25

Posted on September 23, 2025 in Customer Service Tip of the Week Please leave a comment

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 everything.  Mistakes occur, interceptions are thrown, there are times when he passes and should have run…and vice versa.

I am wowed by musicians – people who can make incredible music on a guitar.  People who can play 10 different songs on a piano at the drop of a hat during a church hymn sing.  Great drummers who can somehow wield two sticks on drums and symbols while also using their feet to bang the bass drum.  But unless you’re a 1-man band (or Prince!), you’re probably not great at all those instruments.  While you may be great at playing instruments, you may not be the best singer or lyricist.

My point is that stars are stars for what they do, but that doesn’t mean that they are great at everything.

Defining Stardom

I’m sure if you’re reading this tip and you’re in a customer service role, you’re either a customer service star already or you have the capacity to become a star.  Now whether you’re that star athlete or that star musician or that star customer service professional, find your special sauce – those 1 or 2 things where you’re already greater or have the capacity to be greater, and continually strengthen it.

Define YOUR Stardom

Become a star because you know how to calm those irate customers.  Become a star because you have an incredible depth of knowledge about your organization’s products, policies, processes, and people.  Hone your skills as a star in how you engage people with your body language and your tone and how you can read others and – on the fly – adjust your communication approach to meet what will work best with them.

In this day and age, it is way too UNcommon for people to be stars in business writing, to be able to craft communication pieces and e-mails that convey the specific information, make the other person feel heard, and create clarity in a concise manner on what the next steps are, when they’ll happen, and who’s responsible.

Hone your star skills for teamwork.  Not only supporting your teammates but understanding your specific role on the team and learning how to strengthen the traits that make you such an important member of your group.

Be a customer service star by understanding what is unique about you and what you bring to the organization, to the team, to the customer.  Then make a conscious effort to build your star talents, attitudes, and attributes.

Become a Customer Service Star.

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