Dale Earnhardt | Customer Service Solutions, Inc.

Redefine “Access” to Treat Customers Special - 11/29/22


One of our clients puts on major events throughout the country.  When we conduct post-event surveys, many of the attendees rave about the access they had to certain entertainers, locations in the venue, parking lots, or even information.  Others decry the fact that they lacked that access. This does pose Read more

Keep in Mind 3 Key Questions - 11/22/22


Customers want to be heard.  If they have an issue or need or something that requires your support, they want to be understood. When we are trying to find a resolution or fulfill a need, when we’re trying to help a customer achieve their goal, sometimes we can be so Read more

Don’t Let This Shot Affect Your Next Shot - 11/15/22


When I was a teenager, I used to play a lot of golf, and I was pretty good for my age.  I’d have a good attitude and enjoyed the game, but if I hit a bad shot, I’d get upset.  And more often than not, that one bad shot Read more

Value the Customer – Actions to Adopt and Avoid - 11/8/22


When conducting research for a local government CSS client, we interviewed and conducted surveys with many of their customers.  We analyzed the results of the research based on those who had a great experience v. those who did not.  We uncovered that there were distinct differences between customers who Read more

Appreciate to Appreciate - 11/1/22


Why doesn’t Jay, my co-worker, respond to my e-mails or get his task done on time? It’s hard to respect the delay, the incomplete work, the lack of follow through on the part of your co-worker. Why does the customer seem so harried and so frustrated? It’s hard to value the customer Read more

The Customer Can Hear Your Attitude - 10/25/22


Sherry was sitting in the lobby, waiting to be called back for her appointment.  Just off the lobby was an office that Sherry was sitting near.  The person in the office was on a phone call, but Sherry couldn’t see the employee.  She could tell it was a call Read more

How to Handle the Customer’s Error - 10/18/22


Are all of your customers perfect?  Anyone?  Bueller? Of course, customers are not perfect.  Neither are we, but let’s focus this Tip on what they do wrong and what we can do about it in a professional, positive, and productive manner: When the customer isn’t clear, you respond: Is it OK Read more

Critique Yourself before Others Do - 10/11/22


When we’re criticized, we can get defensive, push back, deflect blame to others, and focus more on defending ourselves than really listening to what the other person is saying.  And some of us who get defensive, once we allow our emotions to settle, take time to reflect on what Read more

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Quick Customer Service Technique Tips

Posted on in Business Advice Please leave a comment

Here are some quick hits for anyone in customer service…

  • To be great a customer service, you have to WANT to be great at customer service. Few people in history have been great without trying, practicing, improving, without WANTING to be great.
  • Did Michael Jordan just want to shoot hoops, or did he want to be great?
  • Did Dale Earnhardt just want to drive, or did he want to win races?
  • Did Abe Lincoln just want to manage, or did he want to lead this country to be better than it was?
  • Did Walt Disney just want to draw, or did he want to entertain in bigger, better, more personalized ways?

So to be great at customer service, make sure you’ve at least mastered these basics as a starting point:

  • Always answer the phone stating your department/organization, your name, and asking a question to start the conversation. A professional greeting should take less than 2 seconds.
  • When a customer is complaining, let them vent, empathize, and apologize or at least say “I’m sorry that happened to you…”
  • When closing a typical conversation, thank them for their business, their question, their inquiry, sharing their concern. Be memorable – in a positive way.
  • Be aware of your tone of voice on the phone – 86% of people judge you on the phone by your voice, not what you say.
  • Be aware of your body language and gestures when you’re face-to-face – 55% of people judge your body language, not your tone or what you say when you’re face-to-face.
  • Read the other person; are they anxious, angry, impatient, happy, upset? Tailor your interaction to address their emotion.
  • View your co-workers as customers. Even if you don’t interact with the consumer, the information or service you provide to your co-worker, the timeliness and attitude with which you provide the information or service – they impact your co-worker’s ability to serve that consumer.

These are a few quick tips to start your week.

Have a great one!

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

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