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Slowing Down the Fast Talker - 3/24/26


Jeffrey had always been told by his manager to figure out the issue quickly and wrap up the conversation as fast as possible.  So, Jeffrey was hyper-focused at finding that one key word that could identify the issue and help him to transition quickly to what might be some possible Read more

Don’t Bury the Lede - 3/17/26


Mary was working at the office, and she received an e-mail alert from the water company.  There was a water outage in her neighborhood.  It looked like it was going to be a couple hours to fix the issue. Sure enough, a few hours later around mid-afternoon, Mary received another Read more

Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

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

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React, Reflect, Respond – 6/16/20

Posted on June 16, 2020 in Customer Service Tip of the Week Please leave a comment

Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react.

I love people who are in customer service roles. These are the folks that people say things to in the business world that you wouldn’t expect. They are dealing with rude and obnoxious customers, odd situations, and complaints they didn’t cause. The topic and the person that they’re having to deal with can change literally minute-by-minute.

And through it all, these customer service stars try to be caring to that other person. They try to be selfless. They try to balance the company, the customer, and the co-worker.

But even customer service stars aren’t perfect, and they should not expect themselves to be perfect.

We’re all human, and we all react. The difference between people who are truly great in customer service and those who are simply in a customer service job is that those who are great may follow-up that natural reaction with reflection and a response based on that reflection.

The reflection involves understanding the situation, quickly understanding your own role, and then trying to create empathy in the moment for that other individual. The reflection is looking back on the similar experiences you have encountered in the past, the training you’ve received, and identifying the best ways to handle this unique situation.

That reflection is followed in the response – one where the combination of body language and tone of voice and the words you use and how you engage others is done in a thoughtful, professional, and solution-oriented manner.

Those who are great in customer service react naturally. We all do because we’re all human. But those who are dealing with these trying situations and these challenging customers are great at not letting that reaction continue unabated through the conversation. Reflection leading to a thoughtful response is what separates the good from the great.

React, Reflect, Respond.

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