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Transparency in Customer Service- 7/14/26


We’ve worked with a lot of clients in the local government sector, and many of these clients have Customer Service Standards and/or corporate values that include Transparency. Think about an old-fashioned transparency sheet, that malleable see-through page you put on an overhead projector.  You can see everything on one side Read more

See the Customer’s Journey from Their Perspective- 7/7/26


That customer is face-to-face with you right now, and you are fielding their questions or delivering your service to them.  And oftentimes and understandably, we are so immersed in the moment that we don’t think about what came before or think enough about what comes next. But in the life Read more

Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

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Patience is… – 3/4/25

Posted on March 4, 2025 in Customer Service Tip of the Week Please leave a comment

Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue 100 times, but the customer is still telling their story, and they waited 15 minutes on the phone to get to us, so they don’t exactly want to get rushed through their opening statement.

We’re ready to end the meeting, but our boss decides to wax eloquent about something she did in college that deals with fishing or football or physics, and we’re supposed to somehow relate this to our day-to-day job.  So, we have to be patient.

Our new co-worker asks 1,000 questions, and we have 1,000 answers, but we don’t have 1,000 hours.  We have to be patient.

Patience Quotes

Cato said that “Patience is the greatest of all virtues.”

Kierkegaard said “Patience is necessary, and one cannot reap immediately where one has sown.”

There’s an old saying that “Patience doesn’t always help, but impatience never does.”

And here’s my favorite – from Lec.  I have no idea who he/she is, but it’s a good quote: “You have to have a lot of patience to learn patience.”

Patience Tests

For many of us, the skills that we need to learn most are the skills that are most tested.  And when it comes to personal interactions with people less knowledgeable on a topic than we are in customer service, people who are a little bit more anxious or upset, people who don’t quite appreciate all the different plates we have spinning at any given point in time – those types of conversations require extra patience.

Patience Positives

So when you show patience, realize you are doing something virtuous.  Realize that it might not reap you any immediate benefits, but it will help down the road.  Realize that showing impatience and interrupting others rarely leads to the right tone and a positive outcome.  And realize that you’re likely showing a lot of patience when you’re put in positions where you’re having to learn patience.

 Patience is…a virtue in customer service.

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Tell Them Why You’re Giving Thanks – 12/3/24

Posted on December 3, 2024 in Customer Service Tip of the Week Please leave a comment

Thank you! Merci! Danke! Doumo! Gracias!

It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of “Thank You” noted above.  It’s a universal phrase throughout the world.

The phrase shows that we acknowledge what the other person did or didn’t do; it conveys appreciation for an individual, their attitude, their action.  It is something that is simple, but it typically leaves a positive impression and feeling with the other person.

And in the world of customer service, there are also many ways to say Thank You.  Customers appreciate the thanks.  Co-workers appreciate a Thank You, as well.  And a Thank You is especially appreciated when it’s coupled with sharing the reason for the thanks.

A Quick Story of Thanks

So, a thank you can be a wonderful thing; it can be a pivot point in someone’s day.  It can be something that provides mutual benefit.  Here’s a quick story…

I was recently going to an event downtown, and traffic was moving at a snail’s pace.  It seemed like the more drivers waited, the more impatient they got.  When I pulled into the parking deck and saw the attendant, I rolled down my window, greeted him, and asked how he’s doing.  He replied dryly:  It’s been a day.

He started to pull two tickets to give me that I would need to get out of the deck later that day.  I have parked in this location multiple times, and when you pay upon entry, they give you 2 tickets.  To exit, you scan the pink one first and the yellow one second.

So, as he was pulling tickets, I said with a smile:  Pink, then yellow, right?!

He replied with a smile:  You got it!

I paid the fee, and he said: Thanks! I appreciate your smile, especially today.

I replied:  I appreciate yours, too!

His was a thanks of appreciation, but it wasn’t just for the parking fee.  He specified that he appreciated the person.  He appreciated the smile, especially after probably dealing with 100 cars before me laden with frowns and grumpy customers.

When you give the routine Thank You, make it a little more meaningful, a little more special.

Tell them what you thank them for, and maybe you’ll start feeling a little better yourself.

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Refine Your Decision-making Process – 11/26/24

Posted on November 26, 2024 in Customer Service Tip of the Week Please leave a comment

Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making process…

To choose, it is necessary to know.  Herman Finer

Strive to find information that will guide you in your decision-making.  Investigate and inquire enough to choose the right course of action.

The understanding that underlies the right decision grows out of the clash and conflict of opinions and out of the serious consideration of competing alternatives.  Peter Drucker

To make the best decisions, seek out people who have different perspectives from you.  Gather their input on the issue or the solution in order to identify the best response and to build your confidence.

When it is not necessary to make a decision, it is necessary not to make a decision.  Lord Falkland’s Rule

Do you have to make a decision right now?  If not, don’t feel obligated to make a decision on the spot.  Buy yourself some time to seek the input of others and build your comfort level with what to do in a particular situation.

People whose lives are affected by a decision must be part of the process of arriving at that decision.  John Naisbitt

Think about who could be affected by your decision.  Maybe this includes the customers themselves. Understand the downstream effects of what you are about to decide, and wherever possible, allow stakeholders to weigh-in and help create their buy-in.

When making decisions, seek information, seek the wisdom of others, know whether the decisioning timeline is urgent, and tap into the voice of those potentially affected by the outcomes.

Refine Your Decision-making Process.

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