overpromise | Customer Service Solutions, Inc.

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 the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

When You Know More Than They Do - 7/19/22


It was 95 degrees outside.  That’s not too bad when you’re inside and enjoying the air conditioning; but when Rachel’s A/C went out, in came Rachel’s worry.  Luckily, she knew the company to call, and a technician from Acme HVAC (fake name, real company) came out the next morning. Rachel Read more

Avoid the Overpromise – 9/15/15 TOW

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


Bill called tech support to ask about an issue with one of the company websites. After he gave the representative a brief description of the issue, the representative immediately and enthusiastically said “I can DEFINITELY help you with that!” After ten minutes on the phone, it became obvious that the representative couldn’t help and that his statement was merely a script.

The government employee received the building design plans from the architect and told him that the plans would be reviewed in 20 days. It was the first of the month, so the architect thought the plans would be reviewed by the 21st. On the 22nd, having heard nothing about the status of the plan review, the architect called the reviewer.

“No, they’re not ready,” said the reviewer. “I told you 20 days. It took us a couple days of administrative work to get these into review, then it’s 20 business days for review. Then it will take about 2-3 days to get the comments into the system for you to review and respond. So you should be able to review comments by the 5th of next month.”

These are two real-life examples of a company overpromising and a customer being upset with the result. In the website scenario, the employee conveyed hope – which can be good – but he made it sound so definitive that he set unrealistic expectations based on a brief understanding of the issue before knowing the true cause of the problem.

In the second case, the overpromise was due to communication issues. The statement “20 days” – while it seems straightforward – can mean two different things to two different people. There was no clarification of what that meant. If the employee said “the 5th of next month” from the start, there would have been no risk of overpromise.

When working with customers, convey hope if you think you can help, but temper it with a dose of realism. And when setting expectations for timeframes, be clear on what will happen and by when.

Don’t create the irate customer. Avoid the Overpromise.

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