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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

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

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Prep Enough to Personalize – 4/15/25

Posted on April 15, 2025 in Customer Service Tip of the Week Please leave a comment

Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, and they always feel heard and appreciated.

Howie believes in doing two things well: Preparation and Personalization.  Before the call or video chat, before that e-mail he sends, he simply writes down the goal for that correspondence.  Sometimes it’s to be clear. Sometimes it’s to be understanding and sometimes to encourage the customer.

Next, Howie actually reads all those notes on the system that the techs or the customer service reps put in relating to this customer.  He tries to understand a little bit about where they’ve been recently and where they’re at today.  He tries to get a sense of how happy they have been with the company’s service.  And he tries to get a sense of the customer themselves.  He refreshes on those little stories, those anecdotes that are unique about the customer, the information on how long they’ve been a customer or what system they have in their home.

In his preparation, he uses the knowledge that somebody took the time to put into the system.

Then he makes the call, or he starts the chat, or he creates the e-mail.  Though he understands customer service techniques, and he knows whatever scripts or guidelines he’s been given, he is focused on personalizing the conversation.  He utilizes the customer’s name, references some of the stories, notes the information that his co-workers have put in the system, and he weaves all of that information into the conversation.

Nobody feels like a number when they talk to Howie because he prepped enough to personalize.

Make preparation and personalization your calling card.

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PERKI Customer Service – 3/18/25

Posted on March 18, 2025 in Customer Service Tip of the Week Please leave a comment

After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you?

Positive and Patient

Do you convey positive messages to co-workers and customers, trying to focus on what you/they CAN DO rather than what can’t be done?  Do you try to avoid interrupting others, try not to make them feel rushed?

Empathetic and Efficient

Do you convey an understanding of the other person and their situation, so they feel you care?  Are you organized and proficient enough to be productive and responsive?

Relationships and Responsibility

Do you know how to get to know people, build trust, determine their likes/dislikes, and address their uniqueness?  Are you reliable, dependable, and accountable for your duties and actions?

Knowledgeable and Kaizen-oriented

Do you know your processes, policies, products, and people?  Do you try to improve yourself, your organization, your quality, your service experience?

Interested and Intentional

Do you focus on the other person, conveying your interest with your words, your expressions, your body language and tone of voice?  Do you think about the purpose of what you say and how you say it – before you speak – considering why you’re asking the question or making the statement, considering the effect on the other person?

In considering these questions, how did you do?  If you excel at any of these, pat yourself on the back!  And if any of these “PERKI” attributes are not strengths or are areas that could be improved, make a game plan for your own professional development.

Chart a course for providing better customer service.

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It Helps to Downshift – 3/11/25

Posted on March 11, 2025 in Customer Service Tip of the Week Please leave a comment

One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail – downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not technical (especially when it comes to automotive engineering), let’s just say that downshifting leverages the engine RPMs to essentially slow down the vehicle.

I noticed early on in my career that when situations got anxious or were intense, I tended to downshift.  Not that I would rev my engines, but rather I would try to figure out how to slow myself.  It seemed that in difficult situations, tough conversations, unexpected deadlines or changes in priorities, I handled things better if I allowed myself to slow down physically and mentally, and tried to understand the situation a little bit before making decisions or taking action.  The situation wouldn’t come at me too rapidly, because I wasn’t running into the situation so rapidly.

On a separate but related note, I’m somebody who likes to do things exceptionally quickly, and early on that was a plus.  I was highly productive…until mistakes happened.  Then I became highly unproductive.  I learned that doing things exceptionally quickly has risks, particularly if there’s not a quality check, there’s not a pause to think through decisions and review documents before pressing “Send” or taking action.  I had to learn to slow down at the beginning to think through the process.  I had to learn to slow down at the end to ensure everything was clean before I put something out there for others to review and evaluate.

Resolving issues quickly is imperative to good customer service.  But jumping in too quickly and not resolving an issue because one doesn’t fully understand the root cause of the problem – that is not good customer service.

Working quickly is exceptionally important.  But having to do rework on the backend because of something that wasn’t done right on the front end can create frustration, delays, and ultimately, low productivity.

When you’re trying to get through your To Do list, or you’re trying to address a difficult customer situation, downshift – slow your body and your mind before you jump in.

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