View this online Hi Reader, You're taught to always go the extra mile. You can't go wrong with giving a customer a little extra, right? Well, sometimes you can. Be careful when giving extras Giving customers something extra can sometimes create a service failure. A free dessert at a restaurant can backfire if the guests are already stuffed or watching their diet. Do they eat something they don't want or reject such a nice gift? An upgrade to the deluxe package at the car wash can backfire if...
about 2 months ago • 1 min read
View this online Hi Reader, When do customers get the best service? At the start of your shift At the end of your shift Any time, my service is consistent! One customer service manager helped answer this question. He let me evaluate his team's customer service survey scores by time of day. The answer? Survey scores averaged 8% worse during the second half of each person's shift. It's natural for our performance to lag when we get a little tired. This week's tip can help you even things out....
2 months ago • 1 min read
View this online Hi Reader, You're supposed to maintain a positive attitude. But that's not always easy in customer service. Difficult customers, demanding bosses, and defective products can all get in the way. And, on top of all that, we're human. This week's tip helps you maintain a great attitude, even when things are getting you down. Someone I know took this week's tip so seriously that she got it tattooed on her arm. The Attitude Anchor The Attitude Anchor is a great way to neutralize...
2 months ago • 1 min read
View this online Hi Reader, I once worked for a customer service team better described as the "Department of Customer Misery." Our company had a lot of upset customers. We got their orders wrong. A lot. If it wasn't wrong, it was damaged. Or we just sent it to the wrong address and then made the customer wait while we sorted things out with the shipper. It was our job to make them happy again. I tried a lot of different techniques. One technique consistently got customers to give us another...
3 months ago • 1 min read
View this online Hi Reader, My first job was in a retail clothing store. I'll never forget my boss teaching me the concept of zone coverage. Each employee on the sales floor was assigned to a specific "zone" within the store. It was your job to greet every single customer who entered your zone. I later learned this technique is called the 10 & 5 rule. The 10 & 5 Rule for Greetings The 10 and 5 rule is famous in the hospitality industry as a simple reminder to consistently greet people you...
3 months ago • 1 min read
View this online Hi Reader, Your customer is angry. You've solved their problem. Said all the right things. Used all your secret techniques to try and make them happy. But they're still agitated. Quick fixes won't help in those situations. This week's tip is all about playing the long game. Give upset customers some time Customers sometimes just need a chance to cool down. Intense emotions like anger, frustration, or anxiety can make it difficult for your customer to think clearly....
3 months ago • 1 min read
View this online Hi Reader, Do customers ever misinterpret your words?Squishy language might be to blame: Who really knows what "3-5 business days" means? When exactly will you respond if you say, "I'll get right back to you." Has "just a moment" ever been a single moment? There's an easy way to avoid these misunderstandings. Use clear and specific language Let's say a customer ordered a new pair of jeans and is anxious about when they'll receive them. Which option do you think inspires more...
3 months ago • 1 min read
View this online Hi Reader, It's a busy day and your next customer has been waiting for awhile.What should you say to acknowledge the delay? "I'm sorry for the wait." "Thank you for waiting." Nothing. The best choice might surprise you. Thank customers after minor service failures Small issues, such as a delay, can damage a customer’s self-esteem. They make people feel disrespected or less valued. The key to service recovery in these situations is to restore a customer’s self-esteem and make...
4 months ago • 1 min read
View this online Hi Reader, How can you tell a customer is lost, even if they don't say it? You probably notice a confused look on their face. They might walk slowly while looking around, as if they're trying to find something. That's an example of this week's tip. Look for service cues Listening alone is sometimes not enough to understand your customers. Sometimes, we need to pay attention to their service cues. Service cues are unspoken customer needs. They're often found in the specific...
4 months ago • 1 min read