oppo | Customer Service Solutions, Inc.

Home  /  Every Moment is an Opportunity – 1/24/17  /  oppo

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

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

•••••

Every Moment is an Opportunity – 1/24/17

Posted on January 24, 2017 in Customer Service Tip of the Week Please leave a comment


It’s a “Moment of Truth.” That’s a phrase used in customer service to typically describe when we’re one-on-one with the customer, and how we react or respond or engage the customer in that situation is make or break.

Do we build a relationship through our actions or tear it down? Do we engender loyalty or drive the customer away? Do we create “Raving Fans,” or do we develop detractors?

When we view that “Moment of Truth” phrase in these terms, it can seem ominous. It can create pressure. It can cause us to focus on “not doing something wrong” in that moment, causing you to hold back or do little proactively.

To help us get in a Success Mindset, let’s view every one of these moments as an opportunity:

  • It’s a chance to get customers to love your organization.
  • It’s a situation that could create positive word-of-mouth.
  • It’s a chance for you to convey you care about someone.
  • It’s an opportunity to make someone smile.
  • It’s a moment that will set your business above competitors in the mind of this individual.
  • It’s a chance to help this person to feel valued.
  • It’s one of those moments where we can flip anger to appreciation.
  • Instead of “making a sale,” it’s an opportunity to “make a customer.”

 
Don’t let the importance of the customer service Moments of Truth overwhelm you and cause you to hold back.

View every moment as an opportunity.

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