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Seamlessness - Why the Customer Thanked You - 6/23/26


This doesn’t happen enough nowadays, but the employee received a long thank you e-mail from the customer.  A financial services account manager had taken care of the client during a period of time that was stressful for the customer. Life was unexpectedly changing quickly, and personal emotions, additional financial responsibilities, Read more

When to Avoid the Escalation - 6/16/26


The customer calls with a complaint, and the easy thing to do is to escalate it to your supervisor. That may also be the right thing to do, but how do you know when to avoid the escalation? Why You Would Escalate The first thing to consider is why you would Read more

Let’s be Clear on Clarity - 6/9/26


When trying to manage expectations, it’s vital to be clear with the customer.  But what specifically does it mean to be “clear?” Clarity is in the eyes and ears of the beholder, so what may be clear to one customer may be unclear to another.  However, there are some basic Read more

Allow Yourself to Solve a Couple Puzzles Every Day - 6/2/26


Frank had never been a dog owner before, and when he first got Bosco at the shelter, Frank didn't really know what he was doing.  He would try to be a good parent - feed the dog, play with it, take it on walks - but he was doing Read more

Improve with a Purpose - 5/26/26


If you’re reading these customer service tips, you likely want to get better.  You want an idea, a technique, a reinforcement, or a question that helps you improve. But why improve? At some point you may waver on the commitment to improve, because it can take effort, introspection, time, and change.  Read more

Reciprocate the Thanks - 5/19/26


Jasmine had a great experience with the company, and the company sent her a link to provide an online evaluation following the visit.  So, she clicked the link, gave a rating, and made a comment about her experience. The company monitored their online reviews, saw the positive response, and replied Read more

Don’t Skip the Recap - 5/12/26


The playoff hockey game goes on for almost 3 hours.  There’s non-stop action, with plenty of penalties and takeaways and hits against the boards…and a few goals, as well. You didn’t get to watch the whole game because you had other plans, but you wanted to know what happened.  So, Read more

Finalize the Solution with the 6 Step Checklist - 5/5/26


In last week’s Tip, we showed why and how to Use the 6 Step Checklist before Resolving the Issue.  We noted the importance of taking 15 seconds to mentally walk through the Who, What, When, Where, Why, and How to feel confident that you know what’s needed to fix Read more

Use the 6 Step Checklist before Resolving the Issue - 4/28/26


We talk about trying to resolve the issue right the first time, sharing the technique on how to manage the conversation to get clarity on the real issue, need, or goal, and confirming your understanding before moving forward. But what are you trying to clarify?  What are you trying to Read more

Use the Customer’s Words - 4/21/26


The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after Read more

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Fill ‘er Up! – 6/14/16 TOW

Posted on June 14, 2016 in Customer Service Tip of the Week Please leave a comment


I’ve found myself watching the local and national news much less the last few years. Virtually all their news was negative or graphic or something that engendered every possible feeling that was NOT positive.

I had had enough of the negativity.

Today, I still get my news, but it’s when I want it through the source I want it, and it’s more balanced than you’ll ever see in the nightly news. I get that balance because I choose to fill myself up with knowledge and positivity.

It’s not to say that you should ignore the negative; what I am saying is that – if you fill yourself up with negatives – it’s incredibly difficult to consistently exhibit mindsets and behaviors that are positive.

As a customer service professional, positivity and knowledge are important. The customer prefers those traits, our co-workers would rather work with individuals oozing those traits, and we are generally happier, more confident, more pleasant, and more effective when we have those traits.

So look at what you review online – do you learn and feel better for having engaged with that information source? Make those external sources that which fills you up internally with positives.

Note what people you surround yourself with that provide knowledge/wisdom and positivity. Ensure that those that you interact with – as much as you can control – are individuals that bring you something that you can grow with, learn from, and enjoy.

Are the videos you watch, the messages you read, the conversations you have, and the dialogue you witness filled with negativity, anger, rudeness, divisiveness, or self-centeredness? Find interactions that make you laugh, inform your future decisions, and help you do your job and build your relationships more effectively.

You can’t control everything, but where you have control, fill yourself with knowledge, wisdom, and positivity.

Fill ‘er Up – with good!

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8 Customer Service Phrases that are Music to the Customer’s Ears – 1/26/16 TOW

Posted on January 26, 2016 in Customer Service Tip of the Week Please leave a comment


There are definitely phrases to avoid and others to adopt, especially when you’re dealing with the irate customer. But what about great things to say to the customer just in the normal routine of interacting with someone? What can we say to convey we care? What phrases are music to a customer’s ears?

Here are 8 such phrases to consider adding to your customer service lexicon:

  • How are you today? – Too often we start the conversation asking what the customer needs or what we can do for them. Let’s show some patience and get into dialogue. Ask this question and then – actually let them answer! Patience and dialogue are wonderful things to most customers.
  • You did the right thing – When a customer has taken some steps in a process that led them to you, confirm that they are doing the right thing. Affirm their action as a customer; affirm them as a person.
  • Let’s see what we can do for you – Don’t just take the information and start acting; convey an intent to find a solution even when one might not be readily apparent at first.
  • I’m happy to help you with that – A good way to get positive emotions FROM the customer is to give positive emotions TO the customer. Again, don’t just “do.” Tell the customer you’re happy to “do” for them.
  • That’s perfect! – They suggest a meeting date or a next step. They provided you with more information. You reply “That’s perfect!” This is also positive emotion, affirming them and their action.
  • My pleasure – This is a closing statement synonymous with Chick-fil-A, but the idea is a good one. It truly is a pleasure to serve someone – tell them so.
  • We appreciate your business – This may sound old-fashioned, but it better be true. For a business to succeed, they need their customers. People want to be appreciated. So let’s put those two truths together in one phrase.
  • It was great to talk with you – I often say this at the end of a call or – better yet – in a follow-up e-mail. Follow-up is not just about conveying a next step or a task to be done. It’s conveying the enjoyment of the rapport and relationship.

 
Use phrases that are music to your customer’s ears.

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Lessons from the Beast – 1/19/16 TOW

Posted on January 19, 2016 in Customer Service Tip of the Week Please leave a comment


My daughter loved the movie Beauty and the Beast. Just to set the story for everyone, it’s about a young woman – Belle – who loved to read and the Beast who loved her. Initially, the Beast imprisoned her, hoping he could get her to love him so the curse that turned him from Prince to Beast would be removed. Later he released her, and they fell in love.

Oftentimes, as customer service people, we try to find the prince inside the beast of a customer. We try to look for the good in the person ranting, raving, and being unreasonable. If all we focus on is that exterior ugliness, then we may not want to provide a solution or an answer – we may not even want to help.

But this tip isn’t about how we see the beast of a customer; this tip is about a positive we can learn for ourselves from the Beast himself – the man with the ugly exterior yet the heart (literally) of a prince.

I’m certain that most everyone reading this CSS Tip of the Week is a kind, caring person – one who wants to help others and better his or herself. And while having that pleasant, positive, and helpful inner core is great, the question is: Will our outside show what our inside is all about?

It’s not enough to be caring. We have to convey caring.

It’s not enough to work on a problem for a customer. We have to let them know what we’re doing and when it will be done.

It’s not enough to be pleasant. We need that to shine through in our face and our voice.

It’s not enough to be engaged. We need to let our eyes and questions share that interest.

We need to first know who we are and what we want to be FOR others. Then we have to be intentional about becoming that, and becoming that WITH the other person knowing it.

Show others your service side.

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