confidence | Customer Service Solutions, Inc. - Page 11

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Improve the Health of Your Customer Service – 5/31/16 TOW

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


Webster’s has a couple definitions of health. One is “not being sick.” True, but I don’t like defining something by simply saying what it’s not.

Another definition is “vigor of body, mind, and spirit” – much more positive! Let’s apply that to one of our favorite customer service people – you!

The Body – Human energy is something that has not been scientifically studied like it should. Sure, there’s more sleep recommended, Red Bull, 5-hour Energy shots, healthy eating, etc. that are supposed to give you energy. But the reality is, I’ve never heard of a study that identified the true source of “human physiological energy.” So to create physical vigor, that “body energy,” may be difficult. However, in customer service you at least want to have physical health that enables you to go TO the customer, to quickly respond to e-mails, to be there on time for them, to go to the co-worker to address the issue. If you don’t have the energy for these basic customer care responsibilities, work on your body health.

The Mind – Tying into body health, those who want to be great at customer service must be able to focus on the task and the customer. You have to be able to take in the considerations of the customer, co-worker, and company, finding solutions that will – long-term – be best. You have to think outside yourself, identifying what’s truly best for others, and realizing that the more successful those are that you serve, the more success you’ll have, as well. To create the healthier mind, work on your focus, your consideration for others, and making decisions that are best for the long-term.

The Spirit – What I generally love about caddies of professional golfers is that their conversations with the pros revolve around two things – helping make the best decision, and being exceptionally positive! That positivity with the pros improves their comfort level and confidence in hitting the right shot in the best manner. Positivity can drive confidence and higher results. So are you a good caddy for yourself? Do you spend more time telling yourself positives than beating yourself up for issues? Be a good caddy to yourself. Foster a healthy spirit.

Become healthier to improve your service to others. Work to build vigor into your body, mind, and spirit.

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Rudeness is an Issue – How to Avoid it – 8/11/15 TOW

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According to a recent times.com article, there are several top reasons why customers get frustrated with customer service. Tied for the biggest frustration is dealing with rude customer service representatives. Survey results noted that 75% of customers are “highly annoyed by rude or condescending employees.”

While many of us feel that we’re generally pleasant people, even the most pleasant individuals can run the risk of coming off as rude or condescending. This perception by others can come from the tone of voice, the actual words used, or body language in face-to-face situations.

In order to ensure that the answer you give or solution provided does not reflect negatively on you, here are several things you can do to avoid being perceived as rude or condescending:

  • Watch Subtle (and sometimes not-so-subtle) Tone Issues – Avoid the “huffs” or frustrated sighs, and don’t let your booming voice dominate them.
  • Avoid Using “you” if Discussing Blame – Don’t do this: “If you would have just done ABC, this wouldn’t have been an issue.”
  • Convey Some Empathy – There’s a difference between a coldly delivered “That’s against policy” and an empathetic “Unfortunately we’re not able to do ABC for this reason, but let’s talk about what we CAN do for you.”
  • Effectively Move to the Hold or Transfer – Don’t put someone on hold or transfer unless you first ask and explain why you’re making the move.
  • Consider the Body Language – Avoid the eye rolls, folded arms, smirks, a lack of focus on the customer, and – ugh – putting your hand up in the “stop” position.
  • Don’t Rush the Customer – This is by far the most frequent cause of perceived rudeness – even when customers are dealing with kind customer service representatives. Lacking patience, talking quickly, giving short answers, interrupting the other person, and not confirming that the customer got their need met are all drivers of that perception of a rude employee.

 
Avoid rudeness – the customer’s hot button with customer service.

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The Customer Service Wreck that Wasn’t – 12/16/14 TOW

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The car was at the dealership, sitting in the parking lot waiting to have the front-end aligned. Nobody was in the car, so the car was minding its own business, drinking in the midday sun. Then an 18-wheeler came by and side-swiped it, making one long dentscrape (my new word) down the entire passenger side of the car.

Now I could regale you with everything that went wrong from that point forward at the dealership (since the dentscrape happened to MY car). Instead, I’ll tell you a quick and positive story about something interesting that the body shop does for customers. FYI – This GOOD body shop is NOT the dealer’s body shop.

There were several selling points about the good body shop, including great reviews online, multiple before/after picture examples, convenience, and great interactions with the staff when trying to understand the repair and insurance processes. The one selling point I’d like to focus on is this – they take pictures.

Every evening they take pictures of the car and post them to the web to a URL only given to that particular car owner. Therefore, every night I can check on my baby (er…car) and see the progress made. This may sound like a little thing, but look at what it does:

  • First, it’s a touch point, so the company is in contact with the customer daily – keeping the relationship warm and the dialogue ongoing.
  • Second, the touch point is initiated by the customer (clicking on the URL with curiosity about their car), so there’s little labor involved in the touch.
  • Third, the openness of sharing photos builds trust in the process.
  • Fourth, there’s a comfort that’s imparted to the customer since there’s little fear of the unknown (the progress is made known through the pictures).
  • Fifth, the customer becomes confident because improvements are viewed, and the end point (the new-looking body of the car) becomes more clear over time.

Assuming you don’t work in a body shop, here are the lessons learned. Make it easy for the customer to know what’s going on with the project, service, issue, or product. Offer a “self-service” option to getting updates. Be open with progress and the process in order to build trust and comfort, and give them communications that paint a picture of success.

Show them the pictures that paint the story of success.

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