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Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

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

Posted on December 3, 2024 in Customer Service Tip of the Week Please leave a comment

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.  It’s a universal phrase throughout the world.

The phrase shows that we acknowledge what the other person did or didn’t do; it conveys appreciation for an individual, their attitude, their action.  It is something that is simple, but it typically leaves a positive impression and feeling with the other person.

And in the world of customer service, there are also many ways to say Thank You.  Customers appreciate the thanks.  Co-workers appreciate a Thank You, as well.  And a Thank You is especially appreciated when it’s coupled with sharing the reason for the thanks.

A Quick Story of Thanks

So, a thank you can be a wonderful thing; it can be a pivot point in someone’s day.  It can be something that provides mutual benefit.  Here’s a quick story…

I was recently going to an event downtown, and traffic was moving at a snail’s pace.  It seemed like the more drivers waited, the more impatient they got.  When I pulled into the parking deck and saw the attendant, I rolled down my window, greeted him, and asked how he’s doing.  He replied dryly:  It’s been a day.

He started to pull two tickets to give me that I would need to get out of the deck later that day.  I have parked in this location multiple times, and when you pay upon entry, they give you 2 tickets.  To exit, you scan the pink one first and the yellow one second.

So, as he was pulling tickets, I said with a smile:  Pink, then yellow, right?!

He replied with a smile:  You got it!

I paid the fee, and he said: Thanks! I appreciate your smile, especially today.

I replied:  I appreciate yours, too!

His was a thanks of appreciation, but it wasn’t just for the parking fee.  He specified that he appreciated the person.  He appreciated the smile, especially after probably dealing with 100 cars before me laden with frowns and grumpy customers.

When you give the routine Thank You, make it a little more meaningful, a little more special.

Tell them what you thank them for, and maybe you’ll start feeling a little better yourself.

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Acting on the Guiding Principles for Great Customer Service – 11/19/24

Posted on November 19, 2024 in Customer Service Tip of the Week Please leave a comment

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 start the conversation.  Take that monkey off the customer’s back to initiate the engagement.  Immediately be self-aware of your body language, like you’re looking in a mirror, and you’re checking yourself if you’re putting off any negative vibes.  Think about your tone of voice, ensuring that it has a bit of energy, has a positive flow.

Seek to Understand their Uniqueness: Be inquisitive, ask questions, understand them and their situation more specifically.  Clarify your understanding of anything that’s unclear, and make a confirming statement back to ensure you are stating your understanding of what they’ve just shared.

Figure Out How to Help: Identify solutions, identify alternatives when what they suggest just cannot happen, for whatever reason.  The more uniquely you understand their situation, the more you can put yourself in the position of being the solution provider.  Figure out how to help.

Take Action: Do what was promised, or if your co-worker needed to take the next step, make sure they did as was asked in a timely manner.

Convey that You Followed Through: Tell the customer what you did, or share what action was taken by your co-worker on behalf of the customer.  If appropriate and available, let the customer know the outcome.  If you’re making all these efforts to support the customer, ensure that they know that you followed through.

Turn Guiding Principles into a Great Experience.  Put principles into action.

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From a Simple Question to an Exceptional Experience – 11/5/24

Posted on November 5, 2024 in Customer Service Tip of the Week Please leave a comment

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 website.  A register book is essentially a small but classy hardcover notebook with blank lines.  When some people rent their homes for short visits, they might have visitors leave a little note about their experiences in a register book.

But this particular customer ordered the register as a sign-in book for a relative’s funeral service.  The customer ordered the book, and the tracking details for the shipment were provided the next day.  The customer noticed that the book would be delivered to his home next week – the day before the service – and the service was going to be at a church out of town.

He Found a Backup

The customer didn’t want to risk not having the register, so he went to a local store and found one that could be a backup.  It turns out the family liked the backup better, and they went with that one instead of the one that was delivered from Phyllis’ company.

After the service, the customer e-mailed Phyllis’ company, and she was the one checking the inbox.  Phyllis read the customer’s request for a description of the return process, so she replied back with an e-mail about the process, and Phyllis professionally asked why the book was being returned.

WOW!

When the customer noted it was going to be used for a funeral, Phyllis replied back and told the customer that she had fully refunded the item.  She said that the customer could keep it for any future need or for a donation to a local charity.  The customer was floored – very grateful for and touched by Phyllis’ actions.

Phyllis was empowered to do what was right for the customer, even if that meant giving an unsolicited refund due to special circumstances.  She showed heart, the customer showed appreciation, and that positive story will be told over and over and over again.

When a customer has an issue or a return or a concern, ask enough questions to understand the story, and there are times that what you learn can lead to a great customer experience.

Your willingness to ask a simple question can enable you to provide exceptional service.

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