customer service | Customer Service Solutions, Inc. - Page 65

Home  /  Do Nothing for the Customer, and Make Them Happy – 6/26/18  /  customer service

Gaining the Benefits of the Greeter- 6/30/26


Most likely, we’ve all entered some establishment – a retail store, restaurant, or service center - when there is a greeter at the door.  The most famous greeter position is probably the Walmart greeter.  I often thought that my father-in-law would have been a fantastic Walmart greeter, because he Read more

Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

•••••

Do Nothing for the Customer, and Make Them Happy – 6/26/18

Posted on June 26, 2018 in Customer Service Tip of the Week Please leave a comment


Thomas did nothing for me, and I was impressed. I was walking down the hall at my office a couple weeks back, and Thomas, the maintenance manager, stopped me. Apparently, the people in the office next door were suffering from undo heat in the middle of summer, and I had two cooling vents in my office, one of which was unused. The temperature in my office was absolutely fine, as Thomas had made an adjustment for me a couple years ago.

Thomas asked “Are you going to be in the office at 6 AM tomorrow?”

“No,” I said. Thomas said that he would be in my office at 6 o’clock to switch one of the vents over to the hotter office, and he just wanted to make sure he wouldn’t inconvenience me if he was there from 6 AM to 6:30 AM.

When I walked into my office the next morning, everything felt the same. Virtually everything looked the same except there was a tiny bit of white dust on my desk from the ceiling tiles. Thomas obviously had been in my office, he had left, and according to the people in the office next to me, their office was much cooler because of his work.

Technically, Thomas did not do anything specifically for me. He did it for someone else, but I left impressed. He asked my permission before entering my office. He came in at an exceptionally early time in order to avoid inconveniencing me. He did work that I’m sure was physical and somewhat messy, and yet he left my office looking the same as when he entered.

Sometimes we can impress our customers without doing anything specifically for them.

Consider if you do a great job communicating that certain technology is going to be down for maintenance, and since the customer knows that, they avoid those times and never experience the downtime.

Consider situations where an employee sees you waiting or senses you have a need, and they proactively engage you and let you know what they’re doing and why they might be a couple minutes before they can serve you. Essentially the employee is doing work for others, but you appreciate their consideration of you and your time.

You don’t always need to WOW the customer. Just proactively communicate expectations.

Do nothing for a customer, and make them happy.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


How to Deal with the Non-Conversational Customer – 4/24/18

Posted on April 24, 2018 in Customer Service Tip of the Week Please leave a comment


The customer would not say much. He was giving one-word answers when you’re seeking information. It was “like pulling teeth.” Maybe he was shy. Maybe he was ticked off. Maybe it’s just the way he normally speaks.

Regardless of the reason for the lack of dialogue, you need information. You have other customers to serve. You need to make the conversation work.

When you find yourself in a situation with a customer who is basically non-communicative, here are some tips to still hold an effective conversation:

  • Start by asking simple close-ended questions such as “Did you make the purchase in the store or online?” A few close-ended questions create a dialogue and add a little bit of rhythm to the conversation. The conversation starts to flow.
  • Be very appreciative of any response they give. You may reply to their brief response by saying “That helps!” or “Great!” Then go to your next question. You’re creating a positive tone instead of showing any frustration with their brevity.
  • Explain why you’re asking the questions. Oftentimes the hesitation is because they either don’t know why you need the information, or they are making negative assumptions about why you seek the information.
  • Confirm everything back to them. Because the non-conversational types usually don’t give you a lot of information up front, to ensure you understand the full picture, you often have to piece together multiple responses to your multiple questions.

 
The next time you’re in a conversation with someone who is obviously giving you very little to go on, hold back in your frustration. Taken a couple deep breaths, then get into a rhythm, be appreciative, explain why you need the information, and confirm it all back.

Learn how to deal with the non-conversational customer.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Channel Your Inner Consultant – 2/27/18

Posted on February 27, 2018 in Customer Service Tip of the Week Please leave a comment


Oftentimes, when we think about customer service, we think about responding to our customer’s need or issue. We think about resolving the concern or reacting to the emotion. But at times, it’s beneficial for us to take a step back. Think about our past experiences. Think about our past customers. Think about what works best for people in similar situations.

That opportunity to step back is one that’s presented to us more than we realize. And it often is an opportunity that presents itself when a customer or patient or season ticket holder or some guest is uncertain of what to do next. They have something they’d like to accomplish, so they have a goal in mind but not a path to the goal. We find ourselves responding to their questions as opposed taking a step back and thinking “What would I recommend would be the best course of action for this person at this time?”

At times like this, channel your inner consultant.

Don’t think of yourself purely as somebody who’s reacting or responding in the moment. Instead, also think about yourself as somebody who has a wealth of experience and knowledge from which your customer may benefit. This is something that is difficult to do in the heat of the moment with an irate customer, but if you find yourself talking to a customer who has a goal or need and is simply looking for clarity, options, or an understanding of what course of action to take, then this is the time to take that step back and put on your consultant hat.

Consider using phrases like these in response to that uncertain customer or that individual seeking guidance:

  • From my experience in working with customers in similar situations, I’d suggest…
  • Based on what you shared about what you are trying to accomplish, I recommend…
  • In this instance, your best course of action would be…
  • Here are couple options you should consider in your situation…


Don’t ignore your experiences and expertise. Use it to help your customer make the best decision.

Channel your inner consultant.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


« Previous   1 2 ... 61 62 63 64 65 66 67 68 69 70 ... 169 170   Next »