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Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

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


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.  Read more

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


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 Read more

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

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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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Strategize on Sinking Your Competition – 3/8/16 TOW

Posted on March 8, 2016 in Customer Service Tip of the Week Please leave a comment


If you could change one thing about your competitor’s customer experience that would make them fold, what would you change? Literally think of specific customer service situations that could occur that could hurt another company’s business.

To spur your thoughts, think about a key competitor of yours. Now here are some suggestions to consider:

  • Ensure your competitor doesn’t respond to e-mails.
  • Make sure there is conflicting information on the website, at the storefront, in customer forms, and provided on the phone.
  • Miss deadlines.
  • Ensure your competitor’s customers wait for long periods of time without telling them the length of the wait or explaining the reason for the delay.
  • Have staff argue with each other in front of customers.
  • Avoid greeting customers when they come in, never smile during the encounter, and don’t thank them at the end.
  • Make sure your competitor’s employees never apologize or say “I’m sorry” for an issue.

Am I suggesting these because I want you to subvert the success of your competitor?

No, I’m suggesting these scenarios (and whatever other scenarios you come up with) because they are the same reasons why customers could leave your business. Or even if you’re in a government organization, these are the reasons why the customer will call to complain or post hateful diatribes on social media.

Take a minute to be subversive. Brainstorm on how to bring down the customer experience of others. Then, use that brainstorming information to evaluate your own organization. Ensure you plug the leaks in an otherwise strong customer experience so that your company’s customer service doesn’t drive customers away.

Strategize on Sinking Your Competition.

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Emotions Take Energy – 3/1/16 TOW

Posted on March 1, 2016 in Customer Service Tip of the Week Please leave a comment


Are you ever been exhausted at the end of a day? How about the end of a conversation with a co-worker? Are you worn out by a tough talk with a difficult customer? Maybe the effort you put into the day, the stubbornness of a co-worker, or the attitude of the customer just wore you down. Or – just maybe – your own emotions that bubbled up are what wore you down.

Ever wonder why pro golfers are noted as being so steady, so calm? Some of that is because it helps them to focus on the immediate task at hand – the next putt, the next drive, visualizing the next shot. They can’t have the quality of what they’re about to do negatively impacted by what they just did (even if it was a good shot). But they also are walking and swinging for 4 hours straight, and they need to have strong energy of body and mind on the 18th hole just like they did on the 1st hole.

Emotions take energy.

When we teach classes on how to defuse the upset customer or co-worker, we talk about letting the other person vent – let them blow off steam. Once they’re given time to vocalize their concerns, many naturally settle down. Why? Because they’re tired – they just expended a lot of energy through their emotional outpouring.

So there are two lessons to learn here – First, realize that when you expend emotions when engaging others, it’s going to take some of your energy. Emotions are wonderful things when channeled for good, so ensure that you’re saving that emotional energy for times when you want to celebrate and do for others or pat yourself on the back. Try not to let yourself get so emotionally involved in things that don’t deserve your energy. Focus on the task, the details, the next steps – convey you care without carrying emotions into everything you do.

Second, use the knowledge of the emotions-energy link during tough customer and co-worker conversations. Realize that allowing the other to vent helps to wear out the other and bring their emotions down. Conserve your energy as they expend theirs; then you can work from a lower key and more objective position to start resolving issues.

On those low energy days and during those tough talks, remember that Emotions Take Energy.

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