phrases | Customer Service Solutions, Inc. - Page 6

Home  /  I Think I Think is Wrong – 10/20/20  /  phrases

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

•••••

I Think I Think is Wrong – 10/20/20

Posted on October 20, 2020 in Customer Service Tip of the Week Please leave a comment

I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much.

Please forgive the Shakespearean reference, but it seems to fit well here.  When we are talking to co-workers and customers, and we’re giving our opinion or sharing some information or knowledge, the other person knows we’re speaking. The other person knows the news is coming from us.  However, many of us feel the need to put the phrase “I think” in front of a lot of what we say.  We feel the need to say something like “from my perspective” before we give our perspective.

And while it may be accurate wording, it’s often unnecessary.  And it’s not only unnecessary, but it can reduce the credibility of the statement, the strength of the word, and the confidence the customer has in what you’ve said.

Let’s repeat what’s at the top:  I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much.

Now compare without “I think” included:  That’s not going to be feasible.  We can do that.  You’re on the right track.  Thou dost protest too much.

The “I think” leaves doubt, and – if there’s no room for doubt – you’re creating uncertainty unnecessarily.  If you say I think that’s not going to be feasible, the other person could ask if you could check just to make sure.

If you say I think we can do that, then the customer may ask if they could talk with someone who can confirm whether it can be done.

If you say I think you’re on the right track, the customer may ask what they should do differently.

By creating doubt, you could be lengthening the conversation and creating more work for you or your co-workers.  You could be curtailing customer confidence when you want them to support your conclusion or suggestion.

If there is no doubt, eliminate “I think” to build customer confidence.

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


Know What You Don’t Know – 11/5/19

Posted on November 5, 2019 in Customer Service Tip of the Week Please leave a comment

Twitter, Instagram, Facebook – yak, yak, yak.  In the social media world, there’s an awful lot of talk that goes on and a lot of opinions shared.  But sometimes those opinions are not based on any level of deep knowledge. Sometimes they are based on assumptions.

In the world of customer service, basing actions on assumptions is a risk we shouldn’t take, and it’s a risk we do not need to take either.  Taking action is work. Taking action also requires a customer’s time and almost always has some kind of an impact on the customer.  So before we take an action, let’s make sure we know what we need to know.

When responding to a customer need, briefly in your mind run through a mental checklist.  Run through the 5 W’s:  Do you know the Who, What, When, Where, and Why?  If not, these are questions you can ask the customer to give you the information you need before you take action:

  • Who – The name of the person with the need or those involved in the request.
    • Can I get your name, please?
    • Who needs this service?
    • Can I get the name of the person needing this item?
    • To whom am I speaking?
  • What – A description of what they want done.
    • Which service do you need?
    • What would you like done?
    • Which item are we discussing?
  • When – A common understanding of timeframe – when it’s needed.
    • By when do you need this done?
    • When do you need to receive this item?
    • What date are you considering?
  • Where – The location where something needs to take place.
    • Where does this need to be held?
    • Where are you located?
    • To where does this need to be delivered?
  • Why – An understanding of the other person’s goal.
    • What are you hoping to accomplish?
    • What’s your ultimate goal?
    • Can you help me understand the result you’re looking to achieve?

Before you take action for the customer, first know what you don’t know.  Then get to know what you need to know to address the need right the first time.

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


Fix the Unfixed Issue for Your Customer – 1/23/18

Posted on January 23, 2018 in Customer Service Tip of the Week Please leave a comment


Here it comes again. It’s the issue that came to your attention last week but still hasn’t been fixed. It’s a glitch on the website, it’s a backorder issue, or it’s a new phone system causing the average wait time to double. You know about the issue, but – worse yet – your customers know about the issue. So how do you handle it when the customer brings it to your attention?

First, empathize and admit knowledge. Convey your understanding of the other person’s frustrations as you would with any complaint. Do not try to hide the issue. Tell them that you’re aware of it.

Second, note what is being done to resolve the problem. Tell them in general what is being done to address the issue. Even if it is a statement such as “We have a team looking at it” or “Our tech folks are investigating” or “The system is in the process of being upgraded” – those brief statements suggest that resolution is underway, and complaints of customers like the one that you’re talking with are being taken seriously. Don’t dwell on the details of the issue or all the specific actions being taken to rectify the concerns. This can get the conversation off track or going down negative path.

Transition to a near-term solution. Quickly move toward some alternatives that the customer could consider in the meantime. These are typically actions that YOU can take as opposed to having the customer go through several steps on their own to fix a problem that was caused by the company. For example, you could transition with statements such as: “Fortunately, we do have a couple other options for you to consider” or “However, there is some good news…” or “While we’re updating the website, here is what I can do for you right now…”

When dealing with a known issue, don’t ignore it, try to hide, or argue with the customer about it. Instead, empathize, admit knowledge, note the action being taken so they won’t have to deal with this again in the future, and quickly transition to an alternative.

Fix today’s customer issue even before the real issue is resolved for tomorrow’s customer.

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

 


« Previous   1 2 3 4 5 6 7 8   Next »