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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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Change Your Style on the Fly – 5/22/18

Posted on May 22, 2018 in Customer Service Tip of the Week Please leave a comment


I was talking to a client recently, and we discussed the importance of relationship-building in their position. So I asked, “How do you develop a relationship?”

The client offered several points, one in particular piqued my interest – she said: “I have to understand how I communicate, and I have to be open to communicating differently.”

Essentially, she conveyed that she had to be self-aware, and she had to be willing and able to tweak her communication style to best work with the customer.

Being able to recognize what works with each client, knowing how to change, and being willing to change your style of communication based on the situation or the individual involved is a high-level customer service skill.

You have to know when to slow down your pace of talk based on how the other person prefers to communicate and how well they are understanding what you’re saying. You have to know when to sit or stand, lean-in or sit back based on what makes them more comfortable or builds their confidence.

You have to be willing to pick up a phone and call somebody even though you prefer e-mail, or be willing to meet with someone even though you prefer not to make the drive. Sometimes they want to text even though you have an aversion to doing that in business.

This is not to say we have to change who we are in any way. This is to say that if we want to deliver a great experience and build relationships, we have to understand each unique customer and what about their experience with us builds their comfort and confidence level. And since some of those experiential characteristics are communication-related on our part, we need to make the refinements necessary to build that client relationship.

Learn when and how to change your style on the fly.

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Be Habitually Great at Customer Service – 5/8/18

Posted on May 8, 2018 in Customer Service Tip of the Week Please leave a comment


“It takes 21 days to form a habit.”

Actually, I don’t know if that’s true, but I’ve heard that statement many times. It’s based somewhat on the timeline, but it’s also based on the premise that habits can be formed simply by intentionally repeating the act. You make something second nature by making it a first priority for a period of time.

In customer service, we don’t always perform perfectly; some things we should do or say are not top-of-mind, not the way we were raised or trained. Therefore, we need to write them down, put a sign on our desk or door, a post-it on our computer or on the dashboard of our car, an e-mail reminder we send ourselves, a statement written on the white board, a note taped to the fridge.

However you remind yourself, however you keep something top-of-mind, use that vehicle to reinforce some desired action, and do it for – as they say – at least 21 days.

But what are those habits you want to form? Here’s a list of core customer service habits where we’ve seen employees lacking over the years:

  • Using the customer’s name frequently in conversation.
  • Talking with the customer – keeping them engaged – when you’re working on the computer or looking through files.
  • When they’re waiting onsite, touching base with them every 10-15 minutes with updates.
  • Telling the co-worker to whom you’re transferring the customer about the customer’s situation so that the customer doesn’t have to repeat themselves.
  • Ensuring you end the call or appointment or meeting confirming that the customer got their need met and understands next steps.
  • SMILING!
  • Thanking the customer multiple times during the encounter.
  • Responding to e-mails and voice mails no later than the next day.
  • Putting away your phone when you enter a meeting or you’re on a call.
  • Looking away from your computer when you initially engage the customer.

 
While some of these may sound basic, rarely will you find employees who consistently do these activities in their customer encounters. That’s because they are not yet habits. To be great at customer service, you have to at least be really good…consistently!

Be Habitually Great at Customer Service.

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Use Best Practice Survey Follow-up – 5/1/18

Posted on May 1, 2018 in Customer Service Tip of the Week Please leave a comment


Although most companies view customer satisfaction surveys as tools to gauge fan perceptions, we view them in a broader sense. It’s an opportunity to better know individual customers. It’s an opportunity to identify needs that you can address later. It’s a chance to tap it their ideas, and it’s a chance to have a positive touch point.

After the survey is completed by the respondent, the process should not be complete. You see, a customer satisfaction survey is also a relationship-builder. Here’s a follow-up e-mail received by a hotel survey respondent (the names have been changed):

Dear Ms. Jones,

Thank you for choosing the Hotel Essex in Downtown for your recent travels to Hockeyville.

Commitment to service and guest satisfaction is a main focus, and we are delighted to hear you enjoyed your stay. The pride and dedication our hotel team takes in providing exceptional customer service to our valued guests speaks strongly to our company’s core values, “good service at a fair price.”

Thank you again for taking the time to provide your feedback on the Guest Satisfaction Survey and we look forward to serving you again soon!

Sincerely,
Jennie Jackson
Guest Services Manager
Contact information followed

In this follow-up communication, the customer is thanked twice. There’s a reference to “Team,” and the company shares its core values and how they align to service. No sales offer. Not an epistle – just a brief “thanks.”

The company has just created a new “Last Impression” with the customer, and it’s a positive one.

Take a look at your research processes, and instead of viewing the process stopping with the customer when they complete the survey, view that as a pivot point to create an additional positive impression in your follow-up.

Build relationships with customers – even through your survey process.

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