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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

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

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Relieve their Pain – 9/16/14 TOW

Posted on September 16, 2014 in Customer Service Tip of the Week Please leave a comment


I’ve been in some meetings with sales professionals where they describe the need to “find the prospect’s pain point.” Once you find their source of pain, then you can suggest a product the prospect can buy or a service they can sign-up for that will alleviate the pain.

In customer service, we view pain differently. True, it’s often that we also seek the point of pain, but we’re not trying to acquire the new customer. We have the customer. We want to keep them, and usually the pain that the customer is feeling is pain that our organization has somehow inflicted. So instead of the sales focus of getting the customer to take action, in customer service, we’re usually the ones to take action for the customer.

It’s a different approach and a different action for a different result.

For customer service, we have to identify their pain. We then implement a remedy in order to keep them for the long-term.

Before we can keep them for the long-term, however, we have to do two things. First, identify their pain. This is where the organization needs the research strategy that answers key questions such as “What is your biggest frustration?” or “What one thing could we do to make this a great experience?” or “What matters most to you when you determine whether to return or recommend our company to others?”

At the same time, every employee needs the habit for seeking the customer’s opinion, since by far the most opportunities for customer feedback are found in those daily Moments of Truth. Employees need to get in the habit of asking “How was your experience today?” or “Did you get your question answered?” or “Is there anything we can do to better serve you?”

From corporate strategy to employee habits, there needs to be a common focus on asking the customer about their experience.

To keep customers for the long-term and relieve their pain, from company-to-employee, first seek the customer’s opinion.

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Defend without Being Defensive – 7/8/14 TOW

Posted on July 8, 2014 in Customer Service Tip of the Week Please leave a comment


The customer is not always right. Sometimes they’re flat out wrong. Your co-workers aren’t perfect. Sometimes they don’t return the call, or they’re rude, or they provide misinformation, or they set unrealistic expectations. People make mistakes.

When apologizing to the customer, you sometimes have to say “I’m sorry” or “I apologize,” but those words are hard to come by when that customer is wrong. Those words are difficult to share when they’re criticizing your co-worker.

At the same time that you’re trying to defuse that irate customer, we suggest that you do two things that can seemingly be in conflict: Support your co-workers, and don’t get defensive.

So how do you defend without getting defensive?

Think of defensiveness as having an emotional quality, where you’re trying to protect the co-worker or company, maybe you’re trying to deflect blame from yourself. While these are all natural things to want to do, when you bring your emotion into the conversation, you begin to lose one of the key tenets of successfully dealing with an irate customer – pull emotion out of these conversations.

Therefore, when defending others, do it without emotion, without the tone and body language and words that can raise the temperature of a conversation.

Now you may want to ask why we should “defend” in the first place. Won’t that start an argument? Won’t that make them more irate?

Well it could if done incorrectly, and there’s a fine line we’re walking. The reason to occasionally defend is this: If you allow incorrect conclusions to be solidified in the customer’s mind, then that will affect that customer’s loyalty, that customer’s word-of-mouth, and that customer’s attitude in future interactions with your business.

And while I’m not suggesting you correct every customer misstatement (since that surely will backfire), if they say that Chris – your co-worker – did something that he’d never do (yelled at the customer or advised the customer to do something that’s obviously against policy), you want to support your co-worker. Consider these phrases:

  • I wasn’t in that conversation, so I can’t speak specifically to what was Chris said, but I’m sorry you had to deal with it, and I want to help you find a resolution.
  • I’ve known Chris for years, and I’ll definitely talk with him since that’s not the experiences his customers typically have, and I’m very sorry about what happened in your case. Let’s discuss how we can best resolve this moving forward.
  • That’s not how we typically do things around here, so I’m very sorry about the situation. I’ll definitely share your concerns internally after our call, and right now I want to make sure we can get this situation addressed immediately.

The commonality in these statements is that we don’t agree with the customer that our co-worker was at fault, we stay composed, we let them know that the situation isn’t typical, and we transition the conversation to a resolution.

When dealing with the irate customer, learn to defend without being defensive.


Adopt the Practice of Proactive – 4/1/14 TOW

Posted on April 1, 2014 in Customer Service Tip of the Week Please leave a comment


Proactive – I use the word all the time (maybe too much). I sometimes use it so much that I’m assuming everyone defines it similar to how I do, and I wonder how we really apply the concept.

I define “Proactive” as initiating an action or a sharing of information. In the world of customer service, the initiation is done to benefit the customer. We’re not waiting for the customer to call or come in, to request or complain, to ask or convey. We’re taking the monkey off their back by starting the conversation and providing the solution, without even being asked.

If your way of looking at Proactive is different, let me know, but for the rest of this Tip, let’s use that definition to address how we really apply being “Proactive.”

The main question I’d like you ask yourself is this, “About WHAT could I be proactive?” Remember, we’re not reacting and responding; we’re identifying and acting. So what can you identify that you can act on?

For example, what issues are cropping up internally in your organization that you KNOW will impact your customer? How can you communicate those issues and solutions to customers? Maybe you’re part of a government entity, and you know that some tax refunds are going to be released later than anticipated. You work in a doctor’s office, and you just determined that a physician will be out of the office, and his patients scheduled for that day will now be seen by a nurse practitioner instead.

Think about the issues that you uncover which could impact customers; then don’t wait for them to find out on their own and come at you with the complaint and the emotion; be Proactive.

What new products, policies, procedures, processes, or people are coming up that will impact your customer? How can you tell them about it? You could be a pro sports team whose most experienced account representative left, and now his account holders will all have a new point person. You’re the school modifying the proof of residency documentation requirements for student placement. Maybe you work in a bank, and you just found out that fees are going up for certain types of accounts.

Think about the needs the customer has which will be impacted by changes in your people or internal operations; don’t wait for them to come in with one expectation and get something totally different; be Proactive.

Take a few minutes and identify the issues and needs you know today that the customer will find out tomorrow.

Adopt the Practice of Proactive.

 


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