empower | Customer Service Solutions, Inc.

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

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Empower Yourself to Go Against the No – 7/4/17

Posted on in Customer Service Tip of the Week Please leave a comment

In our customer service roles, wouldn’t it be great to be able to do and say what we needed to do and say? Too often, we feel limited by policies, procedures, and the unwritten rules of “how things are done around here.”

But we have to periodically ask ourselves, “If I can’t do something that – in my gut – I know I SHOULD do, what’s keeping me from doing it? Why don’t I feel like I have that freedom?”

It’s easy to be told “No – don’t do that,” and accept it. It’s harder to go against the No. It’s hard to do something that you know is the right thing for the customer, even though it may not be a generally accepted practice within your organization.

How many times have you thought to yourself that you really want to do something, you really want to share information, you really want to make a referral, you really want to offer an alternative – but you feel like you can’t. In order to do these things for the customer sometimes you have to convince others within your organization.

Here are some quick tips to help you do what you need to do for the customer to turn the internal organizational No to a Yes:

  • Be able to explain WHY this is the action to take.
  • Give some thought to what’s in it for that other employee that you’re trying to convince.
  • Be able to articulate that what is best for the customer is also best for the company long-term.
  • Understand what concerns could arise from your co-worker or supervisor, and determine how you’ll respond.

 
This is core advice for preparing for a potentially tough conversation, but keep in mind that any potential conflict that would arise would happen because you care about the customer. You’re trying to do right by the customer. Therefore, know that – what you’re doing – you’re doing for a great reason.

Empower yourself to do what’s right on behalf of the customer.

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