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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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Create Your Personal Motto – 8/20/24

Posted on August 20, 2024 in Customer Service Tip of the Week Please leave a comment

Take a look at these mottos:

It’s the real thing.

Just Do It.

Have it your way.

Betcha can’t eat just one.

Breakfast of champions.

Do you know the companies?  The answers are at the bottom of this tip.

So why am I asking you about mottos?  And why do almost all of them make me hungry?  I digress…

I’m asking about mottos in part because they are memorable. They reflect what the companies are trying to convey, what the companies are trying to be or to become.

A motto or a tagline is something often catchy, often short.  My company, CSS, created a Mission Statement that is our statement of purpose, but it’s also short and easy to remember: To help others

When I’m speaking with someone, my thought is: How can I help them?  I know that whether it’s an existing client or prospective customer, whether it’s a co-worker or another member of my team, whether it’s a business partner or somebody I just run into at the office who seems to have a question or wants to talk – that’s my primary focus:  How can I help them?

Whether or not I make the perfect presentation or make a sale, at least my goal is to help them.  Whether they have some business concern that we can address or something that is not in our wheelhouse, the least I can do is try to help them. Whether they need advice or guidance or just need somebody to listen, my goal is to meet that need.

We’ve talked about personal mission statements in the past – that statement of purpose that shows the greater good in what you do.  So think about your personal mission statement in terms of a motto.  Describe (in fewer than 10 words) your purpose at your job, the guiding principles within which you operate, what you hope to do…or to be…or to become.  Write that thought down – and help it to guide you throughout the day.

Create Your Personal Motto.

By the way, here are the companies associated with the mottos above: Coke. Nike. Burger King. Lay’s. Wheaties.

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Create MAGIC with Your Customers – 8/13/24

Posted on August 13, 2024 in Customer Service Tip of the Week Please leave a comment

Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with something catchy, something that really conveyed the feel they wanted to create in every customer touch point, every encounter.

We developed this standard for team members to use when navigating conversations with account holders: Create MAGIC with Customers.

  • Meet the Customer – Go to the customer, be welcoming, initiate the conversation
  • Actively Listen to Your Customer – Be inquisitive, ask questions, confirm their need or want
  • Get Engaged when Taking Action – Talk to the customer while you work on their behalf
  • Identify More Needs – Before wrapping up, ask what else they need
  • Close “Up!” – Always end with appreciation!

 
It’s about proactive engagement, listening, keeping the conversation going, being patient enough to inquire about other needs, and making a great LAST impression.

Create MAGIC with your customers.

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RELATE to Your Customers – 2/28/23

Posted on February 28, 2023 in Customer Service Tip of the Week Please leave a comment

One of the more interesting processes we go through with some clients is the development of Customer Service Standards.  One might think that the expectations that organizations have of their staff are pretty consistent when it comes to customer service and relationship-building.  However, the Standards are often unique because the organizations are unique.  Their Core Values are unique. Their purpose is unique.  And their customers are unique.

We helped one of our clients develop their expectations of staff, and the acronym RELATE lent itself nicely to the description of these expectations.  Here’s a quick summary:

  • Relate – Treat all courteously/fairly. Be inclusive, open to and appreciative of the diversity of the community and the customers. Be professional in representing the organization in appearance, interactions, and in showing respect for the privacy of others.
  • Educate – Understand the organization well enough to effectively serve others. Get to know the customers and their needs, educating them about the organization and their service experience.
  • Listen – Acknowledge others and those needs; be patient, communicate clearly, and listen so they feel valued and important, striving to address their need right the first time.
  • Act – Own the service experience, taking responsibility for being prompt/responsive to the needs and issues of others. Help others, and hold yourself accountable for your actions and on behalf of co-workers.
  • Team-up – Work with others in the organization to address collective goals and customer needs – guiding others to the right resource when needed. Understand your role, be involved and trustworthy, sharing information and ideas.
  • Enjoy – Be friendly and welcoming, proactively engaging others in a natural, enthusiastic, and attentive manner. Convey the energy, active nature, and positivity that we hope to see from our customers.

 
Relate, Educate, Listen, Act, Team-up, and Enjoy!  Where are you and your teammates strong in delivering these Standards, and where could you improve?

Do a little self-evaluation so you can better RELATE to your customers.

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