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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

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


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 Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Apply this Twist on Twain – 8/23/16

Posted on August 23, 2016 in Customer Service Tip of the Week Please leave a comment


Mark Twain said “A letter written in passion is a mistake…It usually wrongs two persons, and always wrongs one – yourself.”

Twain is using the word “passion” to address anger, frustration – more negative emotions. And while letter-writing in the 21st century is seemingly falling by the wayside, we can apply his quote to e-mails – particularly business e-mails to customers and co-workers.

With this perspective in mind, here’s another Mark Twain quote: “When you get an exasperating letter, what happens? If you are young, you answer it promptly, instantly – and mail the thing you have written. At forty what do you do? By that time you have figured out that a letter written in passion is a mistake in ninety-nine cases out of a hundred.”

These statements were made 104 years ago, but they apply today. When putting something in writing and mailing (or pressing “send”), you can’t take it back. The message can be moved onto a social media post, into the newspaper, or into your supervisor’s inbox in a minute. Just as importantly, it can be taken to heart by the recipient immediately. And all of these results could result in your looking bad to customers, peers, supervisors, and the public at large.

Emotions and e-mail rarely mix well. They’re the oil and water of communications, and unless you’re exceptional at conveying your “passion” with the written word, consider a pause before pressing send. Consider having a dialogue with the other – a communication that enables tone and body language to be involved, hopefully positively.

Don’t wrong yourself. Pause before pressing send when passion is involved.

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You Control with Questions – 3/22/16 TOW

Posted on March 22, 2016 in Customer Service Tip of the Week Please leave a comment


They’re irate, ranting and raving – spewing the emotion your way.

They. Just. Won’t. Stop. Talking.

They’re rambling with no clear point or need or concern being conveyed.

You’re enjoying the discussion, but you have LOTS of other things to do.

If you find yourself in these situations with a customer or co-worker, you’re not alone. There are times when you need to get control of the conversation. They’re upset and you need to get the emotions down to begin moving toward a resolution. They’re talking non-stop, and you need to begin closing the conversation. There’s a lot being said but no real point being shared. Sometimes you just have other work that is being delayed by the conversation.

People who are great at customer service are inquisitive. But they’re not just inquisitive because they’re curious. They’re asking questions because they know that questions provide control.

Too many employees try to gain control by talking fast (not letting the customer speak), interrupting the other person, talking loudly, or using rude body language. But questions provide a much more professional way of taking control.

Your objective questions help you to get the kind of thinking and facts that draw down emotions. Your close-ended questions help to elicit shorter responses. Your targeted questions get at the key point or need. And your questions help you to become more productive by closing conversations more quickly.

You’re not using the questions to control the other person. Rather, you’re using questions to gain control of the emotions and direction of the conversation itself.

Become an expert at asking questions.

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Meet Them Where They’re At – 3/15/16 TOW

Posted on March 15, 2016 in Customer Service Tip of the Week Please leave a comment


I was watching an old episode of the television show “Everybody Loves Raymond,” and Ray was chastised by his mother because he said “That’s where I got to be where I’m at.” She was horrified that he – a professional writer – ended a sentence with a prepositional phrase (or as Ray put it, a “propositional phrase”).

Well I’m making the same grammatical error in this Tip of the Week – Meet Them Where They’re At.

It’s hard to quickly create a relationship with someone, but people in customer service need to know how to quickly establish rapport. A rapport is established where there is a sense that people care about each other’s feelings and thoughts.

To create a rapport with a customer, one key is meeting them where they’re at – If they’re standing, you stand. If they’re looking concerned, you look concerned. If they’re standing in another part of the room pointing at something as they talk to you, go to them. If they’re jovial, loosen up. If they’re speaking softly, don’t be too boisterous. If they start with closed arms, you may start that way too – briefly – before unfolding your arms. If they’re sitting, then sit as well.

Much of this could also be considered mirroring, and it’s important because meeting them in this way breaks down some of the physical barriers to rapport (i.e., body language and tone).

Be careful in situations where they’re highly irate and looking angry – you don’t want to mirror those attributes.

But when establishing rapport and trying to engender some trust, openness, and goodwill, adopt this principle.

Meet them where they’re at.

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