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Use AI to Improve Your Performance - 7/23/24


Many companies are integrating Artificial Intelligence (AI) into some aspect of their business.  This could greatly change how they operate, how they communicate with customers. This AI wave reminds me of a story from 20+ years ago when a stock brokerage firm launched a new website that greatly enhanced the Read more

The New Burger Experience - 7/16/24


Floyd loves a good hamburger. Any chance he gets to try a new spin on an old standby, he takes it. Recently, a burger joint opened near his house, and Floyd was very excited! It was owned by and named for a world-renowned chef, so it had to be Read more

Boost Customer Happiness - 7/9/24


There’s a cooking show that a friend of mine watches, and the premise is all about reverse engineering food.  They may take a Reese’s Peanut Butter Cup, analyze it, and determine the ingredients just by tasting it.  Then they figure out a recipe.  The cook will try to make Read more

Brainstorm to Better Yourself - 7/2/24


I’ve led enough sessions with clients on continuous improvement topics to have solid experience on how to lead ideation exercises, brainstorming to develop new ideas.  Oftentimes these sessions start with the right question; the first answers may not be the ultimate solution, but they can serve as a jumping Read more

The Power of the Pause - 6/25/24


When I’m facilitating a meeting, and it feels like it’s going off-track or the discussion is going a little longer than it should, I may say something like “let me pause the conversation so that…” or “let’s pause just for a minute and consider…” I don’t like the word STOP. Read more

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

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Let Customer Service Crush the Stereotypes

Posted on June 22, 2009 in Government Please leave a comment

Ever since I was a little kid, on TV and the radio and from people talking, I heard stereotypes of “government workers.” The stereotypes were never very positive. They talked about the slow speed with which the employees did their work, the lack of passion and energy with which they communicated, and the low level of responsiveness.

But most of the folks that I and my company work with in government are not anything like those stereotypes.  Yet, it’s still interesting to see what those industry stereotypes have done to the perceptions of employees who work in that industry.  Employees in that industry are stereotyped as being non-responsive, lazy, slow, non-productive.

Those stereotypes come from perceptions that relate to characteristics of customer service. We believe that customer service at the highest level is comprised of two primary things:

  1. The Attitudes, Skills, and Knowledge of employees.
  2. The Processes within which the customers experience the business.

The stereotypes that I refer to relate to judgments and perceptions that residents have of the employee attitudes and processes at municipal governments and other state and federal government agencies. It’s amazing that those perceptions of negativity so often relate to the perceptions of the customer service.

In other words, what many customers perceive or believe about an industry or an individual organization are based on what they perceive of that industry’s or that organization’s customer service.

If you want to change the perception of your organization or your industry in your customer’s eyes, start by improving your customer service.


Seek to Understand

Posted on June 9, 2009 in Business Advice Please leave a comment

One of the best tips I can give anyone new to the world of customer service is to “seek to understand.” When you think of the phrase “seek to understand,” you realize that it focuses on one person trying to understand something else or trying to learn about someone else.

When you think about poor customer service, you think about somebody taking a complaint personally. If you take the complaint personally, you’re more focused on how this impacts you rather than seeking to understand how it impacts the other person. When you think of poor customer service, you think of an employee getting into an argument with a customer when it should be easy to avoid the argument. But it is difficult to get into an argument with another person if you are truly seeking to understand. Because seeking to understand focuses on learning from the other and rarely involves the negative emotions of anger or hostility. 

When you think about poor customer service, you think about an employee who is impatient or seems rushed. But people who seek to understand are patient, they try to learn about the other person and their situation. When you think about poor customer service, you think about the employee talking on their cell phone or who is ignoring the customer because of some personal conversation with a co-worker. But employees who seek to understand welcome opportunities to help customers with needs or issues, and they seek to understand what the specifics of those issues and needs are and how to address them.

When you think about poor customer service, you think about employees who do not understand their processes and who don’t understand their products. Employees who seek to understand try to learn what the processes are like so they can work with the customers in the processes. They try to learn what their products are all about so that they can effectively convey that information to the customers.

If you want one great overriding thought to help guide you through your day in serving your customers, Seek to Understand.

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


Don’t Lie to Me

Posted on June 5, 2009 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.


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