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When You’re the Educator, What Should You Teach? - 1/21/25


The best customer service professionals are also excellent educators.  Not only within the organization, but I’m talking specifically about the role they play as educator with their customers.  With all the self-service options that technology provides, customers often have the opportunity to do things on their own, to investigate Read more

Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

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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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Running Late in the Rainstorm – 7/30/24

Posted on July 30, 2024 in Customer Service Tip of the Week Please leave a comment

The mom was a little panicked.  She had just left work and had run into an unexpected popup rainstorm, and traffic had come to a halt.  She was on her way to pick up her 4-year old at childcare.  The facility had a policy of charging a fee for every minute that parents are late for pick-up.

The mom didn’t really care much about the additional fee; she just felt bad that the staff would have to stay later than the 6:00 pm closing time, waiting on her arrival.

When the mom arrived, 20 minutes late, two staff came out to the car with her child.  One held a giant umbrella, and the other carried the child so that the little boy would not get wet.  The mother thanked the staff, and apologized for being so late.

One of the staff said:  “Don’t worry at all about when you arrived.  We’re just happy you got here safe.  And Freddie was a joy to be around.  He even drew this picture for you!”

The employee handed the mom the picture – a lovely crayon drawing of something bright and sunny.

“Freddie’s a joy to be around.  Thank you for the opportunity to care for him,” the employee said.

As the mom drove away, her stress levels dropped, her happy son was in the back seat, and the rain began to end.

What pleased the mom as much as anything about the experience was that the employees came out with a smile (despite the rain), thanked the mom (despite her late arrival), and helped the little boy to have a little joy throughout the wait in the noisy storm.

Sometimes our customers are in a position to thank us for the extra things that we do for them.  Even when we’re being thanked, along with accepting the appreciation graciously, it’s always good to provide a little thanks back to the customer.

It’s good to show that it’s not a burden to do the little extras for the customer.  It’s good to show that doing extras can be a joyful activity.

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

Posted on July 23, 2024 in Customer Service Tip of the Week Please leave a comment

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 information available to its clients.  The company thought they would need fewer call center staff, but what they realized was the additional information it provided clients created more in-depth and challenging questions from customers.  It turned out that the company needed roughly the same number of staff, but the staff had to be more knowledgeable.  What was expected of them was higher-level.  The basic questions were handled by customers on their own, so now they had deeper, more complex questions to be answered.

That story addressed the company view and how – in the end – the website impacted what was expected of employees, how their expertise had to improve.  The same thing will occur with AI.  Companies will use AI to do the basic things, the more monotonous things, the more time-consuming, lower-level activities.  Our tasks will require more expertise, more knowledge.

Free Up Your Time, Expand Your Knowledge

So, let’s be proactive, and let’s see how we individuals can use AI to actually free up some time for us to focus on the higher level, the more complex, and position us more as consultants with our clients.  Here are three ways each of us can tap into AI to better ourselves.

Create Your Own FAQ Responses

Identify 5-10 core questions that you’re asked, and use AI to give you a draft set of responses for those types of questions with the specific types of customers who pose them.  Then you can tweak the draft AI responses to meet your needs.  Save yourself time by creating your own FAQs.

Develop Draft Messages/Documents

If you have typical e-mails or documents that you send to clients – whether it’s a meeting follow-up, a request for information, or details you’re providing them about a process, use AI to start the template.  Emphasize to AI that you want it to be professional and courteous, succinct and clear.  Use AI to be more consistent in typical communications.

Train Yourself

Identify some aspects of your job where you are not yet proficient or you’re not at the expert level.  Use AI to identify a list of resources or a set of information you can review to enhance your skill set.  It might be about a particular situation, type of customer, type of technology.  Let AI get you started on personalizing a professional development plan so you can more quickly learn and excel.

Use AI to save yourself time and help you speed up your own performance improvement.

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