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Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

Your Best Ability is… - 5/14/24


I enjoy watching sports, and I’ve even listened to some sports press conferences over the years, just to hear what coaches are saying.  Basically getting the leadership perspective from the sports industry either out of my interest or curiosity, or to figure out how to apply it to the Read more

A Complaint is a Gift - 5/7/24


A complaint is a gift.  Okay, so the complainer is not always a “gift.”  The customer’s delivery of the complaint is sometimes more like a stocking filled with coal than a vase filled with roses.  But this is why we need to be able to differentiate the complaint from Read more

Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

You are the Superhero – 11/5/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment

When I was growing up, there were so many great Superheroes I would read about in comic books or watch on TV. Superman was invincible (despite the occasional bout with kryptonite). Spiderman was a real person – a photographer – who just had this amazing power (and a cool outfit) that allowed him to almost fly through the city and catch villains in his web.

And then there was the greatest Superhero of all – Hong Kong Phooey. Okay, maybe the dog who knew kung fu wasn’t exactly a classic Superhero.

But one thing almost all Superheroes had in common was a tag line, or a motto, or some phrase that – when you heard it – made you think of him or her:

Leap tall buildings in a single bound…spins a web, any size, catches thieves, just like flies…

When I think of Superheroes in the business world, I envision those who help others, who treat others with respect. I think of those who go above and beyond the basics to make a co-worker or customer feel special. I think of people like you – people who do the right thing because it’s the right thing to do. People who don’t just answer a question, but they look to find the solution. People who are amazing problem-solvers, you-first individuals who make their businesses more successful, their customers happier, and their co-workers more enriched because they are doing their thing.

So you may not literally leap tall buildings, but you address big complaints. You might not spin a web, but you can talk with the best of them. You may not catch thieves, but you get at the root causes of issues. And you might not get all the accolades of a Superhero, but you have some of the same great long-term impact.

Great customer service people should be proud of what they do. They’re the Superheroes of business.