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Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

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How to Handle the Customer’s Error – 10/18/22

Posted on October 18, 2022 in Customer Service Tip of the Week Please leave a comment

Are all of your customers perfect?  Anyone?  Bueller?

Of course, customers are not perfect.  Neither are we, but let’s focus this Tip on what they do wrong and what we can do about it in a professional, positive, and productive manner:

  • When the customer isn’t clear, you respond: Is it OK if I ask you a couple of quick questions just to make sure I understand the situation?
  • When the customer doesn’t complete the form, you respond: To make sure we get this moving for you, I just wanted to get some additional information.
  • When the customer calls the wrong number, you respond: Since I’m not the best one to address that for you, let me get you in touch with the person who can help you.
  • When the customer goes to the wrong location, you respond: I’ll be happy to show you the best way to get to where you need to be.
  • When the customer leaves out some facts in a situation, you respond: Just to make sure I’m clear, I’m going to walk through my understanding of what we just discussed. Where they left out the facts, you ask: Now, what happened at this point?
  • When the customer gave you the wrong information, you respond: Unfortunately, I’m not able to pull up that account, but let’s try a different method.

 
Notice that we are avoiding blame.  We are using a lot of phraseology that deals with you, as the employee, gaining clarification or understanding.  We are not calling anything an error as much as we are using terms that convey we are making this as complete as possible, or getting the best person to address the need.  We are identifying what the issue is without noting who caused the issue.  We are often talking about why we are asking the question or talking about a particular topic.

When addressing the customer’s error, be professional, positive, and productive.

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My Relatives are Odd…or Maybe I’m the Odd One – 9/23/14 TOW

Posted on September 23, 2014 in Customer Service Tip of the Week Please leave a comment


Sometimes I don’t understand people – even my relatives. I was sitting next to my teenage daughter last week, and she was playing on her smart phone. I asked what she was doing, and she said that she had created 22 “flash cards” using an app on her phone, and was quizzing herself for her Biology test.

While it was great that she was studying, I thought to myself, “That was odd. I would have just used actual index cards to make flash cards.”

Over the weekend, I was talking with my father-in-law about his lovely new flip phone, and he was telling me about a discussion he had with the service representative at his Verizon store. My father-in-law had gone into the store to pay his bill.

I thought to myself, “That was odd. I would have just paid my bill online.”

I could have concluded that my daughter’s and father-in-law’s actions were odd, or they could have concluded that my way of doing things was odd. But probably the real answer has nothing to do with oddities.

It has to do with differences – generational differences, yes – but also differences that go beyond ’57 Chevy v. Prius, that go beyond black and white television v. HDTV.

Not everybody is like us. In healthcare, just because the nurse likes to talk and socialize with others doesn’t mean that every patient wants the non-stop conversation. In sports, just because the NASCAR fan loves to camp doesn’t mean that every sports fan will drive 600 miles for an event. In government, just because some residents love having a 311 number to dial for service doesn’t mean that everyone prefers to handle their business on the phone.

When you’re considering how to handle this call, this e-mail, or this guest that’s standing in front of you, don’t assume they are just like you.

Ask enough questions to move from assumption to understanding.

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