communication | Customer Service Solutions, Inc.

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

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


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 Read more

Why Silence is Golden – 12/31/19

Posted on in Customer Service Tip of the Week Please leave a comment

In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence.

But don’t let those truths of the need to speak and converse keep you from seeing an even bigger truth. In customer service, silence truly is golden.

Blessed is the man who, having nothing to say, abstains from giving us word evidence of the fact – George Eliot

We’ve often said that empathy is the greatest quality for someone in customer service, because it requires us to understand others before we can serve others. And to best understand, we need to be great listeners.

Silence is not always a Sign of Wisdom, but Babbling is ever a Mark of Folly – Benjamin Franklin

Sometimes we get into a flow of things in conversation such that what goes in our mind pops out of our mouth without necessarily the intent in saying what we really need to say in the way that we really need to say it. Listening and having an intent to how we respond shows greater wisdom and respect for the other person than speaking without any filter whatsoever.

Speaking comes by nature; silence, by understanding – A German Saying

Many people in customer service are naturally conversational, but by sharing every thought, we could be missing that which is in the other person’s mind.  We might not be seeking to find a deeper understanding of what is going on with the other person.  We may be a great conversationalist, but we can prove it by letting the other person talk just as well as we can prove it by hearing ourselves speak.

As you embark on 2020 and try to get even better than you already are in working with and serving others, concentrate on listening just a little bit better…speaking just a little bit less.

Remember why Silence is Golden.

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Should you tell the customer? The Employee’s Dilemma – 4/30/19

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Last week we looked at the dilemma that many companies face – When there is an issue that is going to happen, should they tell the customer? This week, let’s address that same question from the employee’s perspective.

I personally experience employees struggling with this question when I’m in the role of the consumer. I’m talking to the customer service representative, and they’re saying they can take care of something, but they’re not telling me how long it will take. They are talking to me about some additional options, but they are not letting me know how much they’ll cost. Sometimes it’s not even during a conversation when I experience this as a consumer. I go to a website I utilize often, and it has unexpectedly changed dramatically. I call to talk to my customer service representative, and they’ve left the company.

There was no communication about how long the process would take or the cost of the additional options. There was no advance notice that the website was changing or that my account representative was leaving.

This lack of communication could be caused by the employee not wanting to bring up an issue that may make the customer upset or result in a longer call. The employee may try to avoid conflict, or they may be evaluated on how long they spend on the phone. Maybe they don’t notify the customer of the new website or the exiting account representative because they themselves weren’t aware, or maybe they were aware but don’t think ahead and view situations through the eyes of the customer.

The reasons are varied, and while some of those reasons are not controllable by the employee, some are controllable. The employee can choose to talk about process steps and timing, or not. They could address the pricing of the different options, or not. They could give the customer a “head’s up” on the new web design or the fact that the account representative will be leaving, or not.

When deciding whether to be proactive and tell the customer about the issue or the change about to happen, start with this core question – What’s in the best interest of the customer?

It’s hard to fail in your role as someone seeking to serve and retain the customer by doing what’s in their best interest. Communicating the unwelcome news may be the tougher decision, but it’s usually the right decision.

Communicate in a way that addresses the best interest of your customer.

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Should you tell the customer? The Company’s Dilemma – 4/23/19

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I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the company level. Next week, we’ll address the question at the individual employee level.

At the company or strategic level, the discussion usually centers around some change the organization is about to make. Maybe they’re going to test something in operations or in a system or with a service that might have some negative ramifications to the customer. Maybe they’re going to eliminate a perk or benefit that many customers utilize. Maybe they’re going to change a policy or procedure or stop providing a feature that customers enjoy.

So, should that company tell the customer? If the company doesn’t tell the customer, it oftentimes is because they don’t even think about the customer. They are so focused on their project or their product or their process or their promotion that they don’t think about everybody who might be impacted. Sometimes they’re trying to avoid complaints by not drawing attention or awareness to a change some customers might not like.

A way to answer this question at the company level is to keep in mind that problems are created when a customer expects “A” and they get “B”. Also keep in mind, that when a customer brings a problem to the attention of the organization, the customer’s in control of how that conversation goes. However, if the company takes control of that conversation by notifying the customer of what’s going to change, the company has control over what that message is, how it’s delivered, and within what environment that message is sent.

While there is no one pat answer to this question, most organizations in most situations need to tell the customer. They need to be upfront on what’s going to change so that they can maintain some control over how that communication goes with the customer.

Few organizations have failed because they are too proactive, too open, and too honest with their customers.

When deciding whether or not you should tell the customer, lean toward those options which build trust and transparency with your customer.

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