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Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

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A More Complete Definition of Responsiveness – 10/15/24

Posted on October 15, 2024 in Customer Service Tip of the Week Please leave a comment

I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth – 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or 3 e-mail exchanges to have a conversation.

The employee was ultra-responsive.  She was very quick.  There was a positive tone conveyed with how she wrote the emails.  That part was great!

But part of truly being responsive still involves making it easy on the customer – trying to avoid the tennis volleys back and forth…and back and forth.

Some of the “volleys” were because of certain terms she used that I wasn’t familiar with, certain suggestions she made where I didn’t understand the purpose, certain sentences that were oddly worded.  Communications were unclear.

Some of the “volleys” were because I needed more information like specifics about timing.  Specifics about location of delivery.  Specifics about pricing.  Communications were incomplete.

So, she was a highly responsive employee, but the overall experience is not what I would call quick or clean.  It was a little clunky.

Responsiveness is About Timing

Consider these questions.  How quickly do you respond to e-mails, to text messages?  How quickly do you call someone back when they leave a voice mail?  What’s your timing goal?

How do you track your responses to ensure you meet your goals?

In your communications with customers, do you set expectations about the next step, the next timeline?

Responsiveness is About Clarity and Completeness

Is your response clear enough that it doesn’t result in another communication from the customer, another need for you to respond again?

Is your response complete enough that it doesn’t result in additional communications to get more information or get the need fully addressed?

To be responsive, consider your timing, but also consider your clarity and completeness.

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How Persistence Saved the Day – 10/1/24

Posted on October 1, 2024 in Customer Service Tip of the Week Please leave a comment

Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he stood.

William looked as flustered in person as he sounded over the phone.

“Hi there, my name is Sherrie; can I help you?”

“Oh, thank goodness it’s you, Sherrie. I’m William. We spoke on the phone a little while ago.”

“Thanks for coming by,” said Sherrie.  “You said you’d be here in an hour, and you’re right on the dot.  Thanks!  So, I know you had mentioned that the phone could make calls, but none of the apps seem to be working; is that correct?”

As William and Sherrie worked together to try to address the issues, she could sense his frustration, and she could see why.  She was having trouble getting any apps to work, as well.  She tried to reboot, she tried different types of technical changes on the phone, and nothing was doing the job.  The phone could make calls, but it could do little else with the apps.

Sherrie spent about 45 minutes with William, and as she troubleshooted and tried various solutions, she explained what she was doing – noting each step she was taking, and why.

Even though she was getting a little frustrated herself internally that the phone wouldn’t work as it should, she presented some hope to William.

Eventually, Sherrie found the solution, the phone was fixed!  William could make calls, he could text his family, he could take pictures, and he could play his favorite games again.

Sherrie dealt with the customer’s emotions, her own emotions, and an uncooperative cell phone.  She fixed the problem with the device, and she made sure she was managing the person and his concerns along the way.  Sherrie not only showed great customer service, but she was very persistent with the task at hand.

Nowadays, many people seem to lack patience.  Convey some patience to your customer by showing persistence to address their need.

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Notice the Little Changes – 9/24/24

Posted on September 24, 2024 in Customer Service Tip of the Week Please leave a comment

“My, how times have changed.”

Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not…

If we think about customer service delivery today v. decades ago, changes in technology alone have affected consumer expectations, methods of communications, level of engagement or interest, and the effort customers have to put in to gather information.

What’s Changed in the Past Year?

But let’s look in a shorter window than “decades.”  Let’s think about the last 12 months.  If part of delivering great customer service is to continuously try to improve, here’s a quick question to ask yourself to identify improvement opportunities: What about your customers has changed in the last 12 months?

Really dive into this question.  Has your mix of customers changed, by age, by some other demographic, by preferred communication method, by first-time customers v. long-term customers, by the attributes they expect to get out of the actual product or service you’re providing?

Has their satisfaction level with your organization gone up or down in the last 12 months?  Have competitors become stronger or weaker in your customer’s eyes in the last 12 months?  Are customers more likely to seek an answer via AI before giving you a call?

Improve Based on Changes You’ve Identified

Based on your answers to these questions, see what unique opportunities you can uncover…

If your customer base becomes older – with a higher percentage aged 60+ – have you adjusted your approach to callers or walk-ins?

If your customers are more focused on the experience they receive, not just the product or service itself, have you modified how you greet them on the phone or in-person, how quickly you respond to them, how intuitive your mobile app is, how self-evident it is to navigate your facility, and how you gauge your own performance?

If your customers are using AI before they contact you, how proficient are you with AI?  If they are getting their basic questions answered before calling using AI, have you prepared to deal with more educated customers, more complex questions and scenarios than you were a year ago?

Sit back for a few minutes, and think about what is different from a year ago, particularly with your customers. Use this information to improve.

My, how times have changed.

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