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Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

Don’t Bury the Lede - 3/17/26


Mary was working at the office, and she received an e-mail alert from the water company.  There was a water outage in her neighborhood.  It looked like it was going to be a couple hours to fix the issue. Sure enough, a few hours later around mid-afternoon, Mary received another Read more

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

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

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To Win or Not to Win? That Isn’t the Question – 9/5/17

Posted on September 5, 2017 in Customer Service Tip of the Week Please leave a comment


Joe Customer is complaining, and as I listen to Joe I realize that his story has some of the facts wrong. It was Tuesday, not Thursday. Mary was helping him, not Marie. This situation hasn’t happened to him “100 times.”

He’s wrong, and I know he’s wrong, and – what’s more – I’m right! I’m going to prove those facts are wrong. I’m going to win this argument, which – sorry for Joe – means that he’s going to lose.

This reaction is coming from my gut. And while that reaction may be right, my response needs to be different. My response shouldn’t be a matter of deciding who’s going to win an argument because who really cares who wins the argument? What does it matter who wins an argument? And why would I want to be a part of an argument in the first place?

Those are really the key questions to ask ourselves.

We’ve dealt with enough upset customers and heard enough stories soaked in misstatements. When dealing with a service recovery situation and/or an upset customer, we need to keep the right personal goal in mind.

The personal goal shouldn’t be to engage in and win an argument with a customer. Our personal goal should focus on listening, learning, and moving on.

By listening, we handle emotions better, taking the focus off of ourselves (and thereby avoiding defensiveness) and move it to the other person. By learning, we apply the lessons of the situation, the person, the root cause to the future. By moving on, we don’t let the difficulties of today negatively impact our attitudes or outlook for tomorrow.

Avoid the desire to argue and to win the debate.

Instead, engage to listen, learn, and move on.

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Flip the Script – 6/6/17

Posted on June 6, 2017 in Customer Service Tip of the Week Please leave a comment


Patti had had enough. Her cable was out, so she called the cable company, and after holding for close to 20 minutes, she got a call center representative on the phone.

After sharing the problem with the employee, Patti was told that the cause of the issue was in the home. She was told several different steps to take to reboot, reconfigure, or reset her system. Nothing worked.

Unbeknownst to Patti, at the same time, roughly 20 neighbors were also interacting with the cable company, dealing with the exact same issue, and the solutions weren’t working for any of them.

It’s probably apparent to you now what was happening. The 20+ customers couldn’t fix the issues in their homes because the issue wasn’t in their homes. The issue was cable-related outside the homes. Initially, the cable company didn’t know it, so – initially – they wasted their time and the time of the customers in trying to have the customers resolve the unresolvable issue.

Sometimes to see what should be done, we have to look at an example of what should not have been done.

Let’s flip this script.

What if the cable was never down? Or if it was down, what if the company would have sent a notification to customers sharing the concern and the action they were taking to investigate – with a time set for the next communication?

What if Patti called, but the wait was less than one minute, and the employee greeted with a name and an immediate understanding of the issue based on the phone number calling? The employee knew about the communication the company had sent, was empathetic, patient, and apologetic. What if the employee explained the process of researching the issue, provided typical resolution timelines (or at least reasonable expectations), and promised a follow-up e-mail at the customer’s request?

One interesting and easy way to envision great customer service is to first envision or discuss a horrible experience. Break down what went wrong, and then build up an example experience that would illustrate what it would have looked like had everything gone right.

To get better, flip the script.

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Need Telephone Troubleshooting Tips? Here You Go! – 9/13/16

Posted on September 13, 2016 in Customer Service Tip of the Week Please leave a comment


I received a request for help from an Information Technology call center representative. She wanted to better herself, but she had no access to corporate training. However, she clearly knew her needs – she had difficulty troubleshooting issues on the phone with customers.

She was communicating purely verbally – no written instructions for the user, no body language to read or convey. The representative sometimes got lost in the details of the issue, so it’s hard to help a novice user if the representative herself has difficulty keeping all the facts clear and top-of-mind. Also, the representative wasn’t always certain where the user was on the system versus where the representative expected the user to be during the resolution process.

So the representative wanted guidance – what were specific, tactical things she could do to better resolve issues on the phone? Here are some thoughts – although they’re written through the I.T. lens, they apply to any telephone troubleshooting situation:

  • Tell the customer that you’re going to ask several questions, and note why you’re asking (i.e., the better you can specifically know the issue and cause, the better you can give them the right solution).
  • Be patient with the customer – they probably are frustrated and may be overwhelmed.
  • Avoid acronyms and “tech terms” – the customers are probably not as knowledgeable as you.
  • Get to the root cause before you get to the solution. That way you can address it the first time without backtracking through resolution steps to alternative solutions.
  • If you get lost in the details, draw a picture of the issue and resolution process on a piece of paper (almost like a flow chart) while talking with the customer. That way, you don’t have to rely on your memory; you can see everything on one page. Possibly have standard bubbles on the paper that address key points including: hardware system, application/software, timing (time of day, day of week), frequency (first time or recurring), system messages, key issue occurring, etc.
  • If you have trouble explaining to the customer how to troubleshoot, walk them through the typical flow on your paper. Then, after each question or step they complete, confirm with the customer that they understand. Never go to Step 5 until you’re certain they’re done with Step 4 and you know where they are after Step 4.

Review these quick telephone troubleshooting tips, and tailor them to make the issue resolution process better for you and your customers.

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