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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

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

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You can read me like a book – 9/14/21

Posted on September 14, 2021 in Customer Service Tip of the Week Please leave a comment

Let’s say that I’m the customer, so it’s important to listen to what I say when we’re talking.  However, sometimes there are hidden words within the words.  I’m not talking about the tone of voice that I use as much as I’m talking about the words I choose.

Sometimes you can read into what I’m saying by listening closely to specific ways I convey my message.  Here are a few examples:

  • One Word Answers – Assuming you’re not asking me questions that simply require a “Yes/No” response, when I reply with 1-word answers, I may be upset, impatient, or don’t yet trust you. I may not like the questions or direction of the conversation.
  • “Um…uhh…” – These pauses/phrases suggest I’m uncertain, or I’m trying to control my emotions.
  • Use of Absolutes – This can be a sign that I’m being defensive (such as “I never” or “I definitely”) or argumentative (such as “You never” or “You always”).
  • “Of course…” – Maybe I’m insulted by the question such as “Of course I did that. How dare you ask!”
  • Repeating My Question – If I repeat my question, I may think you’re not listening, or I don’t like your answer.
  • “Understand” (as in “I don’t understand…” or “Help me understand…”) – I may be confused, or I could be probing for details because I disagree.
  • “Hold on” or “Wait” – I may not understand, or I may feel you’re rushing me.
  • “Can you repeat that?” – I’m unsure that I understand, or I’m not paying attention.

 
When you hear these phrases or get these reactions, think about the deeper meaning.

Read the phrase to best respond to the person.  Read me like a book.

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Tailor to the Type – 5/25/21

Posted on May 25, 2021 in Customer Service Tip of the Week Please leave a comment

Every customer is different.  We need to look at each customer as unique, because they feel that they and their situation are unique.

But even when you have that individual focus, there are a few basic philosophies of great customer service that apply to certain customer types:

  • If they’re upset, listen.
  • If they’re new, learn.
  • If they’re long-term, appreciate.

 
When people are upset, they want to feel that you care, like you truly want to help.  But when you interrupt or argue, you’re not allowing them to vent and blow off steam.  You’re not allowing them to make their point.  You’re conveying that you don’t care.  If they’re upset, listen.

When a customer is new, you want to begin developing a relationship, and as we often say, it’s easier to have a relationship with someone you know than with someone you don’t know.  Be inquisitive.  Ask questions.  Why did they shop with you?  What do they need?  What do they look for in an organization like yours?  If they’re new, learn.

When you’ve had a customer for a period of time – a recurring customer, they want to feel like you value their past purchases, their business…like you value them.  Get to know their name; be patient; reference past positive interactions.  Say “Thank You” over and over again – they deserve it!  If they’re long-term, appreciate.

Know what type of customer you’re engaging, and refine your approach.

Tailor Based on Customer Type.

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The Problem with “No Problem” – 5/18/21

Posted on May 18, 2021 in Customer Service Tip of the Week Please leave a comment

The man asked for his girlfriend’s hand in marriage, and she said: That’s not a problem!

The customer walks into the bike shop wearing a cast and notes that the new bike he just bought had brakes that failed and that need to get fixed. The employee responds:  No problem.

The employee picks up the phone, and the customer says:  Thank goodness I finally got a live voice! I’ve been on hold for 15 minutes!  The employee responds:  No problem.

These are just crazy examples…or are they?

I wish we could strike “no problem” from the list of acceptable phrases in the world of customer service.  The problem with “no problem” is that it is literally saying that the customer is not a problem for the employee.

In the example above, the girlfriend’s sentiment is to shout Yes, but she says “no problem.”  Oftentimes customers do their part in a process or are doing something nice for the employee, and instead of employees being appreciative, they say “no problem.”  Where is the positivity and appreciation?

With the customer in the bike shop, there was an issue that was caused by the company, and instead of the employee being empathetic/understanding and accepting responsibility, he basically ignores all that and instead states “no problem.”  Why would you just tell somebody who you’ve created a problem for that helping them is no problem?

Just because the customer who’s been on hold 15 minutes says “thank goodness,” that doesn’t mean that the employee should respond “no problem.”  A 15-minute wait actually IS a problem.

In customer service, we talk about body language and tone of voice a lot, but the words matter, too.  Appreciation for customers matters.  Accepting responsibility for problems a company causes matters.  Conveying some empathy for the difficulty customers had to go through to get to us matters.  And all those things that matter don’t come across in the phrase “no problem.”

Realize the problem with no problem.  Make sure the words we use convey the right message to our customers.

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