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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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Use Little Acts to Make a Big Impact – 7/22/25

Posted on July 22, 2025 in Customer Service Tip of the Week Please leave a comment

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 customer may not visibly react, but – inside – they sense something different in a good way, something positive, something special.

When the customer walked in, you immediately looked up and informally greeted them.  You smiled and even stood up!

They sent you an e-mail at lunchtime, and you responded mid-afternoon.  The customer left a voice mail, and you responded in the next hour.

The patient had a question, so you turned away from the computer and patiently (no pun intended!) answered; you then asked what other questions they had in mind.

While they waited, you walked up to them and provided some educational information about the vehicle service you were performing for them as well as other useful features on their car – some they weren’t aware of previously.

The customer was talking to you – a customer service representative in some far away location – but you asked them for their name upfront and used it throughout the conversation.

A few days after the appointment, they received the handwritten thank you note that you penned on the day that you met.

Creating the WOW Experience doesn’t always require that over-the-top-the-employee-saved-the-day act of brilliance.  You don’t have to be the best ever.  But if you’re consistently better than what the customer experiences elsewhere, you become a WOW.  You become the standard.  You become that something positive, that something special in their day.

Use little acts to make a big impact.

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Better Customer Service through Better Teamwork – 7/8/25

Posted on July 8, 2025 in Customer Service Tip of the Week Please leave a comment

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 great handoff look like?

When one division or one person hands off the ball (a need, request, issue) to someone else, the handoff includes details about the customer, the situation, and contact information on the customer.  If anything has been done or next steps have been communicated to the customer, the handoff communication conveys that information, as well.

In addition, one great thing to see in internal handoffs is the message that the employee who is the recipient of the ball conveys back to his or her co-worker:

  • Got it!  We’re reaching out to them this afternoon.
  • Thank you!  We’re going to have one of our account reps call them back within the hour.
  • We’re familiar with this customer and their situation.  This additional information helps.  We’re on it!

 
And next-level internal communications even involve the recipient of the handoff closing the loop with their co-worker after there’s resolution:

  • Just sending you a quick message to let you know we were able to resolve that issue with Mr. Smith.  Thanks for the heads up!
  • We got in touch with Mrs. Jones late yesterday and answered her questions.  Just keeping you in the loop.
  • Had a great talk with the customer that you referred to us yesterday.  We have a game plan moving forward.  Thanks for the quick call and request for support!

 
Customer service is not always about how one employee handles one customer.  It’s often about how a team works together – professionally and positively in a responsive manner – on behalf of that customer.

Be a great teammate to provide great customer service.

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Prep Enough to Personalize – 4/15/25

Posted on April 15, 2025 in Customer Service Tip of the Week Please leave a comment

Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, and they always feel heard and appreciated.

Howie believes in doing two things well: Preparation and Personalization.  Before the call or video chat, before that e-mail he sends, he simply writes down the goal for that correspondence.  Sometimes it’s to be clear. Sometimes it’s to be understanding and sometimes to encourage the customer.

Next, Howie actually reads all those notes on the system that the techs or the customer service reps put in relating to this customer.  He tries to understand a little bit about where they’ve been recently and where they’re at today.  He tries to get a sense of how happy they have been with the company’s service.  And he tries to get a sense of the customer themselves.  He refreshes on those little stories, those anecdotes that are unique about the customer, the information on how long they’ve been a customer or what system they have in their home.

In his preparation, he uses the knowledge that somebody took the time to put into the system.

Then he makes the call, or he starts the chat, or he creates the e-mail.  Though he understands customer service techniques, and he knows whatever scripts or guidelines he’s been given, he is focused on personalizing the conversation.  He utilizes the customer’s name, references some of the stories, notes the information that his co-workers have put in the system, and he weaves all of that information into the conversation.

Nobody feels like a number when they talk to Howie because he prepped enough to personalize.

Make preparation and personalization your calling card.

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