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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

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Reach Out and Touch Someone…Literally – 2/10/15 TOW

Posted on February 10, 2015 in Customer Service Tip of the Week Please leave a comment


Okay, so I’m going to get in trouble with some of you for this one – but it’s an idea to consider.

When face-to-face with that co-worker or customer, sometimes a gentle touch on the shoulder or arm is appropriate or helpful. Studies have shown that hugs can create chemical reactions that can aid one’s health, feelings, and even healing. I’m no clinician, but this point isn’t clinical. It’s personal. Sometimes it’s difficult to connect with people if there’s an invisible wall not allowing any contact. It can be tough to convey we care purely with words when we’re not willing to extend our hand to the other.

It’s hard to be empathetic during those conversations where pain and hurt are involved if we keep an artificial barrier between us.

Now we don’t want to become the grocery store chain that got sued by their check-out clerks because management encouraged the clerks to make eye contact with customers and smile (some customers felt that the clerks were flirting, which led to…uh…awkward exchanges).

We don’t expect you to act like the French, where a Ken Cooper study once showed that French patrons at outdoor Paris cafés casually touched each other 110 times per hour. But it also means we don’t have to be like some Londoners (0 touches per hour) or some Floridians (2 touches per hour).

The point is that sometimes caring for others requires that we do more than check their vital signs. It means that we have to do more than say “I care.” It means that we have to do more than smile or nod. Sometimes to show we care, to go beyond “professional” to “human,” we have to provide that human touch.

It’s a hand on the arm, a gentle pat on the shoulder, shaking the hand, or placing a hand on the back.

Do what’s appropriate and what you are comfortable doing – but be willing to do something. Don’t make the short distance that you stand from another person seem infinite…or infinitely impersonal.

Bridge the gap with the human touch.

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Practice Active Root Core Thinking…Huh? – 11/18/14 TOW

Posted on November 18, 2014 in Customer Service Tip of the Week Please leave a comment


We need to be “Active Listeners.” We need to be “Critical Thinkers.” We need to find the “Root Cause” and determine the “Core Need.”

You hear similar statements all the time, and, yes, these are all important things, but what do they really mean? Here are some examples:

You’re a fan relations representative for a pro sports club, and the season ticket holder asks if they can relocate from their seats to a certain section with no availability. Instead of simply saying “No,” ask “Is there something in particular you like about that section?” You might uncover a reason for their move that could be addressed elsewhere.

You work for a local municipality, and the developer says they need a permit. Instead of assuming what permit they need, you could say “I’d be happy to help you with that! Tell me a little about the project so I can best help you get started.”

You work for a hospital, and the patient says they “need a smoke.” Of course, it’s a smoke-free campus, so you say “Unfortunately, we can’t do that since it’s a smoke-free campus, but help me understand what you’re feeling that’s making you want to smoke, and maybe I can find a way to help you.”

If you are someone interested in being an “Active Listener” or a “Critical Thinker,” someone interested in “Root Causes” or “Core Needs,” that’s a good desire to have – especially in customer service. But don’t get too hung up on the fancy terms. Look at the three examples just provided to truly understand what’s being suggested by those terms:

  • Be inquisitive; ask questions – they show you’re engaged and care.
  • Understand their goal, so you can better understand potential solutions.
  • Don’t make assumptions – you might waste your time and that of the customer by going down the wrong path based on misinformation.
  • Be patient – don’t hear the symptom and think you know the root cause.
  • Restate your understanding of the person’s needs; ensure you know so specifically what they want that you can address it right the first time.

 
Practice Active Root Core Thinking…or just plain old good communication skills.

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Let the Patient Sleep – 10/28/14 TOW

Posted on October 28, 2014 in Customer Service Tip of the Week Please leave a comment


The patient was sick and tired – not just of being sick and tired – but of being awakened multiple times in her hospital room each night to have vital signs checked. She was tired of nurses and doctors talking about her while she was in the room, but never involving her in the discussion. She was sick of being “stuck” multiple times to draw blood by techs more focused on the vein than the person with the vein. And she was frustrated with the feeling that the experience was being done to her, not being created for her.

This 15-year old described her “care” in this video taken by her mom.

She feels that those that care about her are those that allow her to sleep. She wants them to keep her engaged, and she’s more engaged when she’s awake. She can participate better if she’s alert. She can help them help her if they ask her questions about herself. She can be a part of the treatment if they let her know what’s going on instead of trying to protect her from…whatever requires “protection.”

This is a young lady, a child, a patient, a person who is simply stating her frustration of not being a part of something that directly impacts her; she’s upset that they don’t see the damage they do to her and her health by not allowing her to sleep. She wants to be heard.

Where could you better care for your customer by involving them in the discussion and decisions? Where could you make them feel better about the experience by creating an environment that doesn’t burden them and frustrate them? Where could you share more about the overall experience and steps with customers, instead of trying to keep the details from them?

Create a customer experience that includes openness, customer involvement, and an environment that fosters engagement.

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