customer retention | Customer Service Solutions, Inc. - Page 50

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Don’t Lie to Me

Posted on in Business Advice Please leave a comment

There’s a new television show that you may have seen called “Lie to Me”. The premise of the show is that there are police investigators who are trying to determine what happened in different cases based on how suspects and witnesses react in certain situations in responding to different questions. The investigators look closely at facial expressions, eye movement, body language, and other non-verbal factors to really determine what the individual is saying beyond what their words convey.

Occasionally after a customer service training session where we describe body language, expressions, and tone of voice, a participant will come up to me and say that this stuff seems just like that TV show “Lie to Me”. They find it very interesting what we’re conveying because they have seen this show.

Now what the investigators are doing in the television show is something that we should be doing on an ongoing basis in our business and personal lives.

They are not focusing purely on what the other person is saying, but they are also focusing on how they are saying it. They are looking at the eyes, the arm and hand movement, the facial expressions, body posture and positioning, and the directional positioning of the body during the discussion.  We need to be looking at these factors when we converse with others. Because others are conversing with us in many ways beyond the words they are conveying, and if we truly want to understand others, then we truly need to look at all different manners in which they are communicating with this.

So the next time you’re communicating with somebody face-to-face, watch their eyes closely, look at their body positioning and movement, notice their facial expressions, view when they look down or to the side or up, notice the hand movements, and begin to try to understand what they are conveying with those signals.  You’ll find yourself being a more keen observer of the other, and you’ll also find yourself becoming much more adept at handling the conversation in an effective manner.

Don’t let them lie to you.  Make sure you know what they are really saying beyond their words.


A Key Question

Posted on in Business Advice Please leave a comment

Phil had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented regardless of the position. So in making that decision, they added some creative questions into the interview process. One of the most interesting questions that Phil had to ask prospective employees was “Are you selfless?”  The answers that he got from applicants often made him either laugh or cry. One response was “Why do ask that? What have you heard about me?”  Another response was “Yes I can be selfless.  What’s in it for me?”

 It’s a tough question to answer if you are not a naturally selfless person. But many people who excel in customer service excel because they are selfless.  They are very good at empathizing with others’ situations. They are exceptionally good at trying to do what’s best for the customer or best for the company without adding in the third option of “what is best for me.”

People who are selfless try to do things based on others’ needs and issues and goals. And they make decisions based on what’s best for the person they are trying to serve.

 Are you selfless?

If we want to take it up a notch in our customer service mindset and orientation, we need to focus less on ourselves in conversations, and focus more on others.

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


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