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Wrap It Up Right: Why Follow-Up Communications WOW Customers - 1/14/25


Dena had some questions about her water bill, so she looked for answers on the utility’s website.  She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold.  She had lots going on, but she Read more

From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

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

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Refine Your Decision-making Process – 11/26/24

Posted on November 26, 2024 in Customer Service Tip of the Week Please leave a comment

Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making process…

To choose, it is necessary to know.  Herman Finer

Strive to find information that will guide you in your decision-making.  Investigate and inquire enough to choose the right course of action.

The understanding that underlies the right decision grows out of the clash and conflict of opinions and out of the serious consideration of competing alternatives.  Peter Drucker

To make the best decisions, seek out people who have different perspectives from you.  Gather their input on the issue or the solution in order to identify the best response and to build your confidence.

When it is not necessary to make a decision, it is necessary not to make a decision.  Lord Falkland’s Rule

Do you have to make a decision right now?  If not, don’t feel obligated to make a decision on the spot.  Buy yourself some time to seek the input of others and build your comfort level with what to do in a particular situation.

People whose lives are affected by a decision must be part of the process of arriving at that decision.  John Naisbitt

Think about who could be affected by your decision.  Maybe this includes the customers themselves. Understand the downstream effects of what you are about to decide, and wherever possible, allow stakeholders to weigh-in and help create their buy-in.

When making decisions, seek information, seek the wisdom of others, know whether the decisioning timeline is urgent, and tap into the voice of those potentially affected by the outcomes.

Refine Your Decision-making Process.

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

Posted on October 8, 2024 in Customer Service Tip of the Week Please leave a comment

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 just expecting, and it does not show on the doorstep.  We don’t get the confirmation e-mail.  We were told it’s coming and should have been delivered, but now we’re not so sure.

This is something that happens literally thousands of times a day.  And often, the customer’s response to the lack of delivery is to call.  They’re nervous about a delayed package.

So, how do you deal with those nerves, that customer anxiety?

Customers often mirror what they see or hear from the employee, so if you’re calm, there’s a better chance that they will be, too.  If your voice is quieter, if you speak more slowly, if you’re clear, there’s a chance they may respond in kind.

If you explain the tracking process and the reason for the delay (if known and appropriate), they understand why the delay is occurring and what is happening – facts/information help to combat anxiety.

When you provide a new expected delivery day or time and how this process will be handled, if you offer to check back with them to confirm receipt of the item being delivered, they will be able to envision a more positive outcome.  And the customer may feel reassured and appreciative of the expected follow-up.

When you get a call from a customer whose expectation wasn’t met, meet them with calmness, explain the situation with facts, let them know the upcoming process, and offer proactive follow-up.

Have a game plan to address their anxiety.

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Notice the Little Changes – 9/24/24

Posted on September 24, 2024 in Customer Service Tip of the Week Please leave a comment

“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 have affected consumer expectations, methods of communications, level of engagement or interest, and the effort customers have to put in to gather information.

What’s Changed in the Past Year?

But let’s look in a shorter window than “decades.”  Let’s think about the last 12 months.  If part of delivering great customer service is to continuously try to improve, here’s a quick question to ask yourself to identify improvement opportunities: What about your customers has changed in the last 12 months?

Really dive into this question.  Has your mix of customers changed, by age, by some other demographic, by preferred communication method, by first-time customers v. long-term customers, by the attributes they expect to get out of the actual product or service you’re providing?

Has their satisfaction level with your organization gone up or down in the last 12 months?  Have competitors become stronger or weaker in your customer’s eyes in the last 12 months?  Are customers more likely to seek an answer via AI before giving you a call?

Improve Based on Changes You’ve Identified

Based on your answers to these questions, see what unique opportunities you can uncover…

If your customer base becomes older – with a higher percentage aged 60+ – have you adjusted your approach to callers or walk-ins?

If your customers are more focused on the experience they receive, not just the product or service itself, have you modified how you greet them on the phone or in-person, how quickly you respond to them, how intuitive your mobile app is, how self-evident it is to navigate your facility, and how you gauge your own performance?

If your customers are using AI before they contact you, how proficient are you with AI?  If they are getting their basic questions answered before calling using AI, have you prepared to deal with more educated customers, more complex questions and scenarios than you were a year ago?

Sit back for a few minutes, and think about what is different from a year ago, particularly with your customers. Use this information to improve.

My, how times have changed.

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