quality time | Customer Service Solutions, Inc.

Find a Connection Point – Part 2: Situational Connection - 10/4/22


Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer.  Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer.  This is Part 2 - Read more

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

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

Posted on 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.