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One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

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PERKI Customer Service – 3/18/25

Posted on March 18, 2025 in Customer Service Tip of the Week Please leave a comment

After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you?

Positive and Patient

Do you convey positive messages to co-workers and customers, trying to focus on what you/they CAN DO rather than what can’t be done?  Do you try to avoid interrupting others, try not to make them feel rushed?

Empathetic and Efficient

Do you convey an understanding of the other person and their situation, so they feel you care?  Are you organized and proficient enough to be productive and responsive?

Relationships and Responsibility

Do you know how to get to know people, build trust, determine their likes/dislikes, and address their uniqueness?  Are you reliable, dependable, and accountable for your duties and actions?

Knowledgeable and Kaizen-oriented

Do you know your processes, policies, products, and people?  Do you try to improve yourself, your organization, your quality, your service experience?

Interested and Intentional

Do you focus on the other person, conveying your interest with your words, your expressions, your body language and tone of voice?  Do you think about the purpose of what you say and how you say it – before you speak – considering why you’re asking the question or making the statement, considering the effect on the other person?

In considering these questions, how did you do?  If you excel at any of these, pat yourself on the back!  And if any of these “PERKI” attributes are not strengths or are areas that could be improved, make a game plan for your own professional development.

Chart a course for providing better customer service.

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Sharpen Your Service Delivery – 1/9/24

Posted on January 9, 2024 in Customer Service Tip of the Week Please leave a comment

You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull?

I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its nature, excitement attracts others, usually involves others.

Now let’s define “dull.”  It means that something doesn’t keep interest.  It’s not sharp.  It brings to the mind images of yawns, of boredom, of sleep.  Something that’s dull makes the mind wander.

Are you attracted to something that keeps your interest…or are you attracted to things that don’t?  Do you prefer interactions that engage you…or those that make your mind wander?  Are you more interested in something that has energy…or something that doesn’t?  Do you prefer something with a positive nature…or something that lacks positivity?

For your service to be effective, functionally it needs to fix the problem, respond quickly, and provide accurate and helpful information.  But for your service to be a relationship-builder, it needs to keep the customer’s interest, to engage the customer, to convey energy, and to be put forth in a positive nature.

As a customer service professional, think not only of what you deliver, also consider how your service is received from the customer’s perspective.  Work to keep the customer engaged, to make the interaction interesting, to convey your energy, and to be a positive part of their day.

Identify aspects of your interactions (your way of speaking with or writing to others) and your service processes that are “dull,” and seek to serve in a more engaging manner.

Sharpen your service delivery by keeping customers engaged and interested…in a positive way.

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I Did This…For You – 10/31/23

Posted on October 31, 2023 in Customer Service Tip of the Week Please leave a comment

Michelle needed to run by the grocery store during her lunch break, and because it’s October in the USA, that means it’s Halloween month!  Fittingly, the grocery store had every shape and size of a pumpkin you can imagine; there was even this small basket of mini pumpkins.

They were very cute – with a wide body and a long stem on top.  Michelle immediately thought of a co-worker who was having a bad day; the co-worker’s morning presentation didn’t go well, and he had a lot of work to get cleaned up by day’s end.  Michelle picked up one of the small pumpkins, put it in her shopping basket, and bought it for her co-worker.

When she got back to the office, Michelle walked up to her co-worker’s desk and set the pumpkin down.  Michelle said:  I got this mini pumpkin for you.

Her co-worker looked down at the pumpkin, then up to Michelle, smiled, and said thanks.

Now, I’m sure many of you do things for co-workers and customers every single day.  It’s a task, it’s an action, you’re giving them information or handing over some product.  You’re having a conversation with the other person.

And believe it or not, the simple phrase for you makes a big difference to them:

  • I tracked down a status update for you.
  • I verified that the transaction went through for you.
  • I pulled this quick summary together for you.
  • I’m going to submit this request now for you.
  • I initiated the return for you.
  • I booked the conference room for you.
  • I followed up on that item for you.
  • I got this mini pumpkin for you.

 
With most of us, having somebody do something for us is a wonderful thing, but we might not fully realize or appreciate what they did unless there was some verbal reinforcement of the action.  And when that verbal reinforcement includes for you, it makes us feel special, it makes us feel like we got a little gift.

When you do something for others, weave in the phrase “For You.”

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