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Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Create Customers for Life - 6/17/25


Veronica has gone to the same automotive service shop for at least 20 years.  She bought a new car about a year ago, and this is the third car she’s brought to the shop instead of taking her car to the dealer where she bought it.  She’s had three Read more

Don’t Turn the Customer into the QA Department - 6/10/25


Roberta received a form with information filled in by the company after her conversation with the account rep.  Roberta just needed to review the information, fill in some of the blanks, sign it, and resend it in order to set up a new account. She noticed that the effective date Read more

Imitate to Improve - 6/3/25


Oscar Wilde said that “Imitation is the sincerest form of flattery.”  Now this doesn’t mean that plagiarism is the sincerest form of flattery.  Nor does it mean that great impersonators such as Rich Little, Dana Carvey, or Frank Caliendo are always offering flattering portrayals of those that they imitate. Wilde’s Read more

How the Customer Perceives a Truth as a Lie - 5/27/25


You’re the customer, you’re asking about an unused item that you’re returning, and you hear the employee say: “The refund process takes 7-10 days.”  You’re thinking: “Great!  I can get the refund check as early as a week from today!”  The reality is that the company means that they’ll Read more

Tell Customers What’s Next - 5/20/25


In most businesses that have been around for a while, how a process was originally designed is not how it currently operates.  Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time.  Maybe the changes Read more

Questions to Guide You to Empathy - 5/13/25


“If I was him, I would do ABC…” If you’ve ever heard somebody say this - whether it’s a friend or acquaintance, whether it’s some TV reporter or podcaster - you may get as frustrated or as annoyed as I do. I get annoyed because we are not that other person. Read more

Negate the Nervousness - 5/6/25


The customer needed a loan, so he walked into the bank, but he was a little nervous.  He knew that launching his business would be easier if he had some working capital, but that’s about all he knew.  He was anxious because he didn’t know what to expect in Read more

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Provide Quality Time to Customers – 1/7/14 TOW

Posted on January 7, 2014 in Customer Service Tip of the Week Please leave a comment


When teaching communication techniques to client personnel, we sometimes get pushback from participants. It might be an employee saying “If I do what you say, I’ll be with the customer FOREVER.” Or maybe a manager will tell us “I don’t have time to greet, clarify needs, confirm my understanding, ask if they need anything else, etc.”

Just like you probably don’t want to spend exorbitant amounts of time with individual customers addressing needs and working through issues, most customers don’t want to spend a ton of time on those topics talking with us either. Their time is valuable, too.

So let’s shift our thinking away from “great customer service means spending lots of time with customers” to the following thinking: Great customer service means spending Quality Time with customers.

We went through an exercise with a client on the topic of “Quality Time,” and here’s a synopsis of what we found. Many customers define “Quality Time” when:

  • Their time with you is uninterrupted and not rushed
  • They are getting the time expected (employees not showing up late for a meeting, for example)
  • Employees are focused on them (i.e., not appearing distracted during the conversation)
  • Staff “pause” their other tasks (e.g., typing information on the computer) to emphasize something or provide a moment of clarity to the customer
  • Staff educate the customer so they can be more independent.

 
These are key methods of enhancing the Quality of the time spent with customers – without necessarily spending more time:

  • Actively listening – don’t be passive in the discussion (nod, paraphrase their need/issue, ask questions)
  • Ensuring customers feel as though they are part of a dialogue (describe the process your working through or include them in discussions you’re having with co-workers)
  • In face-to-face situations, including those who are with them (family members or friends) in the discussions
  • Explaining procedures, processes up front so they know what to expect
  • Conveying your own calm demeanor, particularly when you’re in the middle of an especially busy/hectic environment (picture a retail business during the holidays).

 
Don’t buy into the assumption that great customer service equals your spending undue amounts of time with customers. Instead, buy into the belief that the time we do spend must be high quality.

Provide Quality Time to Customers.