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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

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

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

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 – Topics that create these connections About The Now:

About The Now

Whether you’re dealing with a new customer or an existing customer coming in upset, you can connect with the customer about what is going on today, right now.  Noted below are 3 categories of connection points that are more about today’s situation.

Environment – What’s the weather like outside?  Is the building pretty, clean, bright, or easy to navigate?  Are they using a mobile device or tablet or computer, and is that what you are using or could be using, as well?

Situation – Have you had other customers who’ve dealt with the situation they’re describing?  Have you personally dealt with a similar situation?  Are there lessons learned in those situations that you can share with them to paint a picture of next steps or final resolutions?

Goals – If you understand their goals, is there some way you can relate to their goals?  Do you understand why they want what they want?  I’m not asking do you agree with their goals; I’m just asking if you can understand and appreciate why they are seeking a particular solution?

Just like we noted in the Part 1 Tip last week, you could ask some of these questions, but it’s just as important to listen closely to what they convey, learning the specifics of what they share, so you can use that information to connect with them, to build rapport.

Find some Situational Connection Points.

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

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

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 it’s someone they’ve known for years.

But for most of us, it’s not a talent or quality we were born with; it’s something that we need to work on, and in customer service there’s a lot of benefits to being able to establish rapport and begin to develop a relationship.

It could be a new customer that you’re wanting to provide a great experience to and lay the groundwork for a long-term relationship.  Maybe it’s an existing customer that’s coming in a little irate, griping a little bit, who’s a little bit upset. One way to take away some of the emotion and disarm them is to find some common ground so it doesn’t seem so adversarial.

There are ways to communicate that foster these connections, and we’re going to address some topics you can discuss in a 2-Part series.  For this week, Part 1 of our focus on the topics that create these connections is About Them and You:

About Them and You

Noted below are 3 categories of connection points that are more about the people involved – you and the customer.

Background – Where were they born or grew up?  Where have they lived in the past or currently reside?  What type of work have they done or do they do today, and in what industries?  What types of organizations or initiatives have they been a part of over the years?

Experiences – What are their hobbies?  What do they like to do to relax or stay active?  Where have they vacationed, what are their interests, and what are their leisure activities?

Friends/Relatives – Are they a parent?  Do they have siblings or friends with whom they do things?  Do they live near family, or are they traveling to visit?  Are they a pet lover?

If you uncover some of these points, you may find some things that you can relate to about the other person, and they can relate to you a little bit better, as well.  By either asking the questions directly when appropriate or just doing an exceptionally good job at listening to the details of what they share, you can establish that rapport.

Find some Personal Connection Points.

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Put an End to 1-Star Ratings – 1/25/22

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

If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star ratings.  And it’s not just vehicle service centers; we’re inundated with requests for ratings in many aspects of our lives.

Granted, most 1-Star ratings are probably because the customer did not get their needs met, their question answered, or they had a bad experience.  I’m sure many low ratings are legitimate, while many others are not truly worthy of only 1-Star. But wouldn’t it be great if we could avoid getting 1-Star ratings in the first place?!

Uncover Potential Low Ratings before They Leave

Remember that most customers who have an issue with the company will not complain to the company.  So, if you’re talking to that customer or sending them an e-mail or engaging them in an online chat (or even meeting them face-to-face), if you want to get a sense for whether you’re going to get that 1-Star rating, ask for feedback before the end:

  • Did you get your needs met?
  • Did you get your questions answered?
  • Do you have any questions or concerns before you leave?
  • Did you have a good experience today?

 
If you ask the question before you end the conversation, great things can happen.  If there is an issue, they may give you a chance to resolve it.  If you resolve it, you have a better chance to keep the customer, and you have a chance to raise the 1-Star to 2, 3, or 4.

And you get one more perk.  It’s likely that most of your customers are satisfied with their experience.  Therefore, the more you ask for feedback, the more accolades, pats on the back, smiles, and “thank yous” you’ll get!

Put an End to 1-Star Ratings; in the moment, ask for and act on feedback.

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