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Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

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How to Keep Your Cool – 2/6/18

Posted on February 6, 2018 in Customer Service Tip of the Week Please leave a comment


You’ve had a rough day. It seems like the complaints keep coming. You want to work through your projects, but you find yourself fighting fires instead. And then you get that call – it’s a customer with another complaint or your boss with another urgent request, and you’re going to lose your cool…but you can’t.

You have to take the call. You have to help the other person, but the more they talk or gripe or pull at you or pick at you, the more your temperature rises.

In times like this, remember the BBB technique:

  • Breathe – This can be one of the best things you can possibly do in times of stress. Deep breaths in, hold for a couple seconds, then breathe it all out. Make sure it doesn’t sound like you just ran a sprint, but let the breathing keep your body in check.
  • Break – It’s often a good idea to ask the person if they could hold for just a minute so you can do some research or tell them you need to briefly check on something relating to their topic. Once they’re OK with it, put them on hold – literally take a break (even if it’s just 30 seconds or a minute). It gives you time to gather yourself, to think to pause to breathe, and it even may give them time to settle down. When you come back on the line, immediately thank them for their patience.
  • Get Back-to-Basics – Focus on the facts; ask them for details. Have them tell you the basics – what happened (or what do they need) on what date, at what time, sent to what e-mail address. Literally write down what they’re telling you, and confirm it back to them. When you’re focused on data and they’re focused on data, emotions tend to dissipate.

 
When you feel the heat and your temperature is rising, get your cool back.

Employ the BBB technique.

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Do This, Not That! – 1/9/18

Posted on January 9, 2018 in Customer Service Tip of the Week Please leave a comment


Several years ago, a relative introduced me to the book “Eat This, Not That!” One version of the book operated off that premise that if you have to eat at a particular restaurant, eat THIS option (not THAT option), because it’s healthier.

Now, let’s have some fun! Let’s apply the THIS/THAT approach to the phrases we use in customer service.

When a hospital patient is nervous or anxious, Say THIS -> We’ve helped many patients who have had the same treatment, and they’ve gotten through the process with positive results. (Build their confidence)

Not THAT -> Stop complaining. It’s not that big a deal. (Don’t downplay the person’s right to feel what they feel)

When a sports ticket holder is upset, Say THIS -> I can understand the frustration, and I’m sorry there was an issue with the seats. Let’s see what we can do about this for you. Can I have your account number, please? (Empathize and apologize; transition to a next step; ask them an objective question)

Not THAT -> What’s your account number? (Don’t ignore their desire for you to take SOME responsibility prior to moving to the solution)

When a customer calls with a complaint about the company and makes it personal about you, Say THIS -> I’d like to help you, Mr. Smith, but we need to be able to discuss it professionally. If that’s possible, I’m happy to talk more now, or – as an alternative – we can schedule a call to discuss again tomorrow, or I’m happy to get someone else to help you. Which option would you prefer? (Don’t take the abuse, but let them know your expectation for how you’ll be treated, and share alternatives)

Not THAT -> If you’re going to be a $%^&#!, I’m not talking to you! (Even though you may want to fire back, don’t feed into it and escalate the conversation; don’t sink to their level and make it personal)

There aren’t always perfect phrases for these situations, but there are characteristics of what to say and not say when faced with these challenges.

Do This, Not That!

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To Win or Not to Win? That Isn’t the Question – 9/5/17

Posted on September 5, 2017 in Customer Service Tip of the Week Please leave a comment


Joe Customer is complaining, and as I listen to Joe I realize that his story has some of the facts wrong. It was Tuesday, not Thursday. Mary was helping him, not Marie. This situation hasn’t happened to him “100 times.”

He’s wrong, and I know he’s wrong, and – what’s more – I’m right! I’m going to prove those facts are wrong. I’m going to win this argument, which – sorry for Joe – means that he’s going to lose.

This reaction is coming from my gut. And while that reaction may be right, my response needs to be different. My response shouldn’t be a matter of deciding who’s going to win an argument because who really cares who wins the argument? What does it matter who wins an argument? And why would I want to be a part of an argument in the first place?

Those are really the key questions to ask ourselves.

We’ve dealt with enough upset customers and heard enough stories soaked in misstatements. When dealing with a service recovery situation and/or an upset customer, we need to keep the right personal goal in mind.

The personal goal shouldn’t be to engage in and win an argument with a customer. Our personal goal should focus on listening, learning, and moving on.

By listening, we handle emotions better, taking the focus off of ourselves (and thereby avoiding defensiveness) and move it to the other person. By learning, we apply the lessons of the situation, the person, the root cause to the future. By moving on, we don’t let the difficulties of today negatively impact our attitudes or outlook for tomorrow.

Avoid the desire to argue and to win the debate.

Instead, engage to listen, learn, and move on.

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