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Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

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Energy v. Apathy – 4/22/25

Posted on April 22, 2025 in Customer Service Tip of the Week Please leave a comment

I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy?

They described a lot of things that sounded really good, yet far too advanced for my non-medical mind.

Part of the reason why energy is of interest is…well…I always wish I had a little bit more.  But as it relates to customer service, energy is of interest to discuss because it’s generally a good thing.  Especially as an employee interacting with a customer, energy can convey interest.  Energy can convey action.  Energy can convey the willingness to do what is needed.

Apathy is the last thing you want to present to a customer.  It conveys that you don’t care, you’re focused on something else, that they don’t really matter.

So how do you convey more energy than apathy?

People who convey energy typically are doing some customer engagement with their eyes, with their body language.  There is a focus on the other person; you’re looking at the information they’re handing to you; you’re only briefly looking at the computer to access something for the customer before shifting your focus back to the customer.  Energy is having inflection in the voice instead of the verbal flat line.  It is nodding and giving the thumbs up v. being motionless, and having a blank stare.

When you’re in front of the customer, think about conveying a little bit of energy, a little bit of positivity. Because lack of that physical engagement – lack of movement – often suggests a lack of caring.  It suggests apathy.

Show the customer that you are engaged and that you care.  Convey energy over apathy.

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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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