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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

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

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Form Great Customer Service Habits

Posted on January 2, 2013 in Business Advice, World of Customer Service Please leave a comment

Habits are hard to break…and that can be a good thing…if they’re good habits.

Let’s talk about customer service habits.

Stephen Covey wrote a book on the 7 Habits of Highly Effective People. Dr. Art Markman (as seen recently on Dr. Phil) talks about developing “smart habits” in his new book Smart Thinking. But in the world of customer service, what are great habits? We address the 25 characteristics of people GREAT at customer service in our own book – Am I GREAT at Customer Service?

So let’s take what these three books state to address how to become an habitually great customer service professional:

  • From Covey, begin with the end in mind. Have a vision of individuals and organizations that you’ve patronized that are great at customer service. What makes them great? Is it Chick-fil-A’s consistency, Disney’s attention to detail and the WOW experience, Nordstrom’s personalized service? What about the people, the process, the experience, the facility, the website makes you want to go back? Create that vision before you decide what habits to undertake.
  • In Markman’s book, he talks about the need to identify what habits you want and then filling your life with them, replacing poor habits whenever possible. So what poor customer service habits do you have? Are you disorganized? Do you talk too much and listen too little? Are you impatient? Do you look at the computer too much when engaged with a customer? Find what you do wrong, and replace them with habits that do right by the customer.
  • In our book, we list multiple positive characteristics that you could use to replace those poor habits. For example, organize your e-mails into folders. Get in the habit of asking customers questions upfront when they complain instead of arguing key points. Turn away from your computer when a call comes in or a customer arrives. Proof all e-mails before sending. Smile before you answer the phone. Respond to every voice mail and e-mail within 6 business hours. End all customer conversations by summarizing next steps and timeframes.

Get great at customer service by envisioning what you want to become, identifying your bad habits, and creating good habits to replace them.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/