Customer Service Tip of the Day

"Sticks & stones may break my bones but words can never hurt me."  When dealing with angry customers just remember, they cannot reach through the phone and physically hurt you!

Customer Service Tip of the Day

"We can­not always oblige but we can always speak oblig­ingly." – Voltaire

Customer Service Tip of the Day

Arrive to work a few minutes early to get settled before helping your first customer.

Customer Service Tip of the Day

Put yourself in the customer's shoes.  How would you like to be treated?  Keep this in mind in everything you do.

Customer Service Tip of the Day

Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it.PETER DRUCKER

Customer Service Tip of the Day

At the end of each call, say "thank you for calling."  This acknowledges that the customer took time out of their day to call!

Customer Service Tip of the Day

Take advice from Walt Disney: Do what you do so well that they will want to see it again and bring their friends.
 WALT DISNEY

Customer Service Tip of the Day

Turn off your cell phone at work so you are not distracted! (Your customers can tell when you're not 100% there!)

Customer Service Tip of the Day

Use "Sir" and "Ma'am" to address military customers.  This is very respectful!

Customer Service Tip of the Day

Keep background noises to a minimum so the customer can hear you better.

Customer Service Tip of the Day

Keep positive letters and emails you receive from customers as a reminder when you're feeling down.  What's the kindest feedback you've ever received?

Customer Service Tip of the Day

Ask the customer to spell their name.  This will ensure that all correspondence has their name spelled correctly on it.

Customer Service Tip of the Day

Take a walk on your lunch break.  You'll return revitalized and ready to take on the afternoon!

Customer Service Tip of the Day

Listening is the most important aspect of customer service.

Customer Service Tip of the Day

End each call with "thank you for calling."  This leaves customers on a positive note!

Customer Service Tip of the Day

Avoid using slang as it often leads to miscommunication!

Customer Service Tip of the Day

Attitude is a self-fulfilling prophecy.  A positive attitude breads positive responses.

Customer Service Tip of the Day

Feeling sleepy?  Grab a glass of ice water to perk you up!

Customer Service Tip of the Day

Be polite.  You don't have to agree with everything the customer is saying, but you do need to be respectful!

Customer Service Tip of the Day

Before ending the call ask the customer "Have I answered all of your questions today?"

Customer Service Tip of the Day

Say I'm sorry in various ways: I'm so sorry to hear that, I'm sorry that happened, I apologize, I'm sorry that we missed the mark."

Customer Service Tip of the Day

Create an empowering name for your job: Customer Experience Specialist, Customer Service Guru, Customer Happiness Expert.

Customer Service Tip of the Day

Breath deep, it helps keep you calm in tense situations!

Customer Service Tip of the Day

Mirror the customer's intensity.  If they are loud, speak up--they might be hard of hearing.

52 Tips for Amazing Customer Service is Now Available on Amazon.com!

We are happy to announce that our newest book is now available on Amazon.com!

For some people providing amazing customer service comes naturally. For others it takes some practice and hard work. Whether you are a natural or not, everyone can take their customer service to the next level. Learning how to give amazing customer service doesn’t need to be difficult!

This book examines top-notch customer service and shows you 52 small things that can make a huge difference. Tackle one concept per week and improve your customer service without ever feeling overwhelmed! Start with one concept and make that your focus for a week. The following week focus on another concept, all the while incorporating what you learned in the previous weeks. Week after week you will learn valuable skills to set your customer service apart from the rest. Customers will respond to your professionalism and enthusiasm and you may even find your job gets easier as you get better at it!

You can find this book on Amazon.com through this link. This would make a great holiday gift for your customer service team so be sure to check it out! 

Tip of the Day

When presenting options to the customer, ask "Which option would you prefer?"  This puts the customer in the driver's seat.

Tip of the Day

Pay attention to your customers.  They will be able to tell if you are distracted or doing something else besides listening to them!

Have you ever called customer service and could tell the rep was distracted? 

Tip of the Day

Write down the name of each customer that you help.  This will help you remember who you are talking to and you can use their name more often in conversation--making the experience feel more personalized!

Important Email Etiquette Tips

There is no doubt that email is a convenient tool that has made our lives easier.  When used correctly, email helps us be more efficient, creates a written path of what was said to whom, and allows us to correspond with more people in a shorter amount of time.  When used incorrectly, email can make problems worse, upset people, and provide written documentation of things we wish we never said.  Here are some helpful ways to ensure email is used in a positive and productive manner:

1)    Never deliver bad news via email. 

We all know it can be tempting to email a customer when there is bad news.  Rather than calling them and subjecting yourself to the customer’s anger, you type out an email instead.  It is less confrontational and you do not have to deal with the customer directly.  You also do not have the opportunity to turn the problem into a positive interaction.  The customer cannot tell your tone, hear the sincerity in your voice when you apologize, or have a chance to air their concerns. 

Do not be tempted to hide behind an electronic front.  Call the customer and use your excellent customer service skills to smooth over the situation.  It probably is not as bad as you imagine it to be. 

2)    Use email for simple correspondence.

While email is not appropriate in all circumstances, it certainly has its place in today’s world.  Use email to ask simple questions, particularly when dealing with suppliers, carriers, or other internal contacts.  When dealing with customers, use email once a line of communication has already been established.  If it is your first contact, make it by phone.  Ask them follow up questions, touch base with them with updates to their issues, and email them when the issue is resolved to make sure they are completely satisfied.

3)    Keep emails short.

If it takes more than a couple paragraphs to fully explain something, chances are, it is too complex for an email.  It is hard to keep someone’s attention in a long email.  They may be missing out on something important if they skip some of the email.  A long email will likely cause the customer to reply back with an equally long email, and before you know it, it becomes a vicious cycle. 

4)    Use email to recap or confirm conversations.

You did the right thing by calling the customer instead of emailing, but now you are worried about not having a written trail.  After the conversation, send an email confirming what you and the customer just spoke about.  The customer will feel good because you took the time to email them and you will have a written trail just in case.  This is also a good opportunity to make sure you and the customer are on the same page.  There may have been something in your previous conversation with them that was misunderstood, and email follow up is a good means to uncover that.

 

5)    Be professional.

Email does not convey tone, and what you may think is funny, the recipient may interpret as rude.  Stay away from jokes, sarcasm, puns, and abbreviations.  Do not be overly casual in emails either.  This is not a time for you to say “Hey Mel, it was like pulling teeth but I finally got an answer for ya” when “Dear Melissa, I apologize for the delay in getting back to you, I was waiting for an answer” is much more appropriate. 

6)    DO NOT USE CAP LOCKS

In the online world, typing in caps lock indicates yelling.  Many times it is done harmlessly enough, so if someone does it to you, take the high road and do not do it back.

7)    Use email to keep lines of communication open

If you work in an environment where you can openly share your direct email address with customers, do so freely.  This can really work to your advantage!  At the end of a call, if ongoing follow up is needed, ask the customer if they would like your email address to keep in touch.  If they say yes, send them an email with your contact information.  This way they will have a link to you if they need to ask further questions or follow up for some reason.  The worst thing for a customer is to hang up and have another question a minute later, and be forced to call back and go over the whole story again with someone else.  You might be surprised how many customers will email you back with positive feedback!

8)    Be smart.

Never say anything via email that you would not say openly to others.  Email is like a loaded gun, it has the ability to quickly hurt someone with just one flick of the finger.  Yes, that customer is being a pain, and they have called you four times, and you just want them to go away.  And yes, your coworker messed up an order and you had to do the work to fix it.  And yes, this supplier is horrible and you have no clue why you still use them.  But would you want to say any of those things straight to those people?  Probably not.  So do NOT type that in an email.  Anything you write in an email can be quickly disseminated around tens, hundreds, or even thousands of people.  Be smart; if you are not sure you should say it, just don’t.

9)    Be careful of carbon copies (cc) and blind carbon copies (bcc) on emails.

This tip ties in quite nicely with number 8 above.  You received an email from a technician confirming a repair appointment with the customer.  Not realizing they had copied the customer on the email, you replied all “Thank you for doing this so quickly, this customer was crazy and we needed to get this done immediately.”  You were not acting smart with your reply and then you replied all.  You likely have some damage control to do with this customer. 

The same holds true for who you carbon copy on emails.  Read the whole chain of emails to make sure there is no confidential information at the bottom.  Many people have uncovered information they did not want or need to know by being carbon copied on emails that they should not have been copied on.

10) Do not hit send!

While email can make it easier to articulate your feelings, email also makes it easy to be aggressive and say things you would not normally say.  Emails are flying back and forth, tensions are rising, and in the heat of the moment you say something you regret.  The email is sent and there is no getting it back. 

In most emotionally charged situations, it is better to deal with the issue face-to-face, or at least over the phone.  But if it must be dealt with through email, save the email as a draft and re-read it before you send it.  Allowing your emotions to cool down might provide a new prospective.  You may decide to change a few things, or even not to send the email at all. 

Customer Service Tip of the Day

Take a deep breath between each call. This allows you to abandon any bad feelings from the previous call and answer each call with a clean slate.

Customer Service Tip of the Day

Put a smile on your face before you answer each call. Your callers will hear the smile in your voice and react more positively to you.

Customer Service Tip of the Day

Never deliver bad news via email.
The customer cannot tell your tone, hear the sincerity in your voice when you apologize, or have a chance to air their concerns. Do not be tempted to hide behind an electronic front. Call the customer and use your excellent customer service skills to smooth over the situation. It probably is not as bad as you imagine it to be.

Customer Service Tip of the Day

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
Jeff Bezos, CEO Amazon.com

Customer Service Tip of the Day

Answer the phone as quickly as possible.  Aim for 1-3 rings.  No one wants to be kept waiting!

Customer Service Tip of the Day

Say "my pleasure" instead of "no problem."  When you say no problem, customers hear the word "no" and have a subtle bad reaction to it.

Customer Service Tip of the Day

Pay attention to your customers.  They will be able to tell if you are distracted or doing something else besides listening to them!

Customer Service Tip of the Day

Keep your keyboard away from the phone receiver.  Customer's don't like to hear typing while they are talking to you.

Uplifting Customer Service Stories

As a customer service representative it's easy to get stuck in a rut of thinking negative thoughts. Day after day you hear dreadful stories of horrible customers and before you know it you are reminiscing about all the bad things you've heard.

Here's a great uplifting article from Help Scout. Check out these remarkable customer service stories.

Now let's start spreading these stories instead of the negative ones!

https://www.helpscout.net/blog/remarkable-customer-service/

Customer Service Tip of the Day

Remember to use proper etiquette when emailing customers.  Check out some tips at: http://thecustomercarecorner.blogspot.com/2011/12/email-etiquette-tips.html

Customer Service Tip of the Day

When you find yourself in the heat of the moment, count to three.  This slows you down and makes you think about what you are about to say.  This can prevent you from saying or doing things you will regret!

Customer Service Tip of the Day

Use agreeing words to show the customer you’re listening.  Saying things such as "yes, I see, okay, sure, uh-huh" are good words to show you're engaged in the conversation.

Customer Service Tip of the Day

Mail out personalized thank you cards to your customers after you have worked through a big issue.

Customer Service Tip of the Day

When you receive positive feedback from a customer, share it with your supervisor.  They will be happy to see how good you are doing!

Customer Service Tip of the Day

When you are away from the office, change your voicemail and email to notify customers who to contact in your absense.

Customer Service Tip of the Day

If you are uncertain about how to pronounce a customer's name, ask them to pronounce it.  Better to ask than to pronounce their name wrong in the future!

Customer Service Tip of the Day

Always answer the phone within three rings.  Customers don't want to be kept waiting!

Customer Service Tip of the Day

Make friends with the people you contact on a daily basis.  Being on friendly terms can help you get things done!

Customer Service Tip of the Day

Don't forget your magic words.  Being polite and saying please/thanks will go a long way with your customers!

Customer Service Tip of the Day

Remember:  There are no traffic jams along the extra mile. ROGER STAUBACH

Customer Service Tip of the Day

Spit out the chewing gum.  It makes it difficult for your customers to understand you!

Customer Service Tip of the Day

Refer to customers as "Mr." or "Mrs." unless they request otherwise.  It is better to be on the safe side and be a bit formal.

Customer Service Tip of the Day

Use common words to describe technical terms.  Customers might not know what the technical name for something is and be embarrassed if they don't know what you are talking about.

Customer Service Tip of the Day

If you are going to be out of the office, change your voicemail message and email bounce-back to let your customers know.

Customer Service Tip of the Day

Read up on customer service related books to keep your mind fresh and learn new ideas.

Customer Service Tip of the Day

Tell customers why things occurred.  People won't want to hear excuses, but they do want an explanation.

Customer Service Tip of the Day

Recap the plan of actions to clear up any last minute concerns.  "To recap, this is what we are going to do."

Customer Service Tip of the Day

Say "please" often.  "Can I have your order number please?"  sounds much better than "Can I have your order number."

Customer Service Tip of the Day

Set daily goals to keep yourself on track.  "By 10 am I will call back all of the customers who left me voicemails last night."

Customer Service Tip of the Day

Be open to unusual solutions.  Just because it hasn't been done before doesn't mean it won't work!

Customer Service Tip of the Day

Don't take it personally.  The customer has a problem with their product or service, not specifically with you.

Customer Service Tip of the Day

If the customer repeatedly turns down your proposed resolution, ask them what kind of fix they want.  "What kind of resolution would make you happy?"

Customer Service Tip of the Day

Compliment your coworkers.  It's amazing what a positive work environment can do for your happiness!

Customer Service Tip of the Day

Empathize with customers "I would be upset too."

Customer Service Tip of the Day

When dealing with a customer who is swearing calmly say "I really want to help you, but I'm going to have to ask you to stop swearing."  This will get most people to stop.

Customer Service Tip of the Day

Give the customer your business hours so they know when they can contact you.

Customer Service Tip of the Day

When leaving voicemails for customer, leave your phone number twice.  If the customer misses the number the first time, they don't have to listen to the entire message again to get your number.

Customer Service Tip of the Day

Avoid saying no if at all possible.  Instead say, "That is not an option, but what we can do is…"

Customer Service Tip of the Day

Make small talk with customers.  This helps get the customer to relax and compromise with you.

Customer Service Tip of the Day

Make a list of the things you are thankful for.  This helps create a positive outlook.

Customer Service Tip of the Day

Share positive stories with your coworkers. Spreading negative stories will not make you feel better, it will only force negativity onto others.

Customer Service Tip of the Day

Post positive pictures in your workspace.  This will keep you in an upbeat mood.

Customer Service Tip of the Day

Ask the customer what they feel would be a fair resolution.  They might come up with fixes that you hadn't thought of.

Customer Service Tip of the Day

"Sticks & stones may break my bones but words can never hurt me."  When dealing with angry customers just remember, they cannot reach through the phone and physically hurt you!

Customer Service Tip of the Day

When a customer explains their problem, recap what they have told you.  This reduces miscommunications and shows the customer you were listening.

Customer Service Tip of the Day

Mirror the customer's speed of speech.  Don't try to make a slow talker speed up or try to slow down someone who talks fast.

Customer Service Tip of the Day

Stand up and stretch between calls.  This gets the blood moving and gives you more energy.

Customer Service Tip of the Day

When apologizing, switch it up a little!  Try: I am so sorry to hear that, I am sorry that happened, I’m sorry this didn’t go smoother, I’m sorry we missed the mark, I wish I could have prevented this from happening, etc.

Customer Service Tip of the Day

Apologize often and sincerely.  Saying "I'm sorry" can go a long way towards calming down an upset customer.

Customer Service Tip of the Day

Be ready to handle any issues that arise by keeping an organized workstation.  Have pens, scratch paper, and a calculator at your fingertips!

Customer Service Tip of the Day

Acknowledge the customer's feelings by saying things such as "I'm sure that was an inconvenience."

Customer Service Tip of the Day

If you need to transfer a caller to someone else, stay on the line until the correct person picks up.  There is nothing worst than being transferred to hold music!

Customer Service Tip of the Day

At the end of each call, recap the plan of action to the customer. This will ensure you are both on the same page.

Customer Service Tip of the Day

Ask permission before putting callers on hold--it makes them feel like they are in control.

Customer Service Tip of the Day

Before hanging up, ask the customer if they have any final questions.  This gives them the opportunity to clarify any concerns and will prevent them from having to call back.

Customer Service Tip of the Day

Address the customer by Mr. or Ms. unless they request otherwise.  It helps maintain a professional manner.

Customer Service Tip of the Day

Speak slowly.  Speaking too fast results in miscommunication and wastes time if you have to repeat yourself.

Customer Service Tip of the Day

Mention the customer's name numerous times during the call. This will create a more personalized experience for them.

Customer Service Tip of the Day

Tell the customer approximately how long their hold time will be.  For example, "do you mind if I put you on hold for 1-2 minutes?"

Customer Service Tip of the Day

Never deliver bad news via email.
The customer cannot tell your tone, hear the sincerity in your voice when you apologize, or have a chance to air their concerns. Do not be tempted to hide behind an electronic front. Call the customer and use your excellent customer service skills to smooth over the situation. It probably is not as bad as you imagine it to be.

Customer Service Tip of the Day

Put a smile on your face before you answer each call. Your callers will hear the smile in your voice and react more positively to you.

Customer Service Tip of the Day

Take a deep breath between each call. This allows you to abandon any bad feelings from the previous call and answer each call with a clean slate.

Customer Service Tip of the Day

Use humor appropriately. Avoid using sarcastic or ironic phrases. Follow the customer's lead and only speak in a joking manner if the customer initiates it first.

Email Etiquette Tips

There is no doubt that email is a convenient tool that has made our lives easier.  When used correctly, email helps us be more efficient, creates a written path of what was said to whom, and allows us to correspond with more people in a shorter amount of time.  When used incorrectly, email can make problems worse, upset people, and provide written documentation of things we wish we never said.  Here are some helpful ways to ensure email is used in a positive and productive manner:

1)    Never deliver bad news via email. 

We all know it can be tempting to email a customer when there is bad news.  Rather than calling them and subjecting yourself to the customer’s anger, you type out an email instead.  It is less confrontational and you do not have to deal with the customer directly.  You also do not have the opportunity to turn the problem into a positive interaction.  The customer cannot tell your tone, hear the sincerity in your voice when you apologize, or have a chance to air their concerns. 

Do not be tempted to hide behind an electronic front.  Call the customer and use your excellent customer service skills to smooth over the situation.  It probably is not as bad as you imagine it to be. 

2)    Use email for simple correspondence.

While email is not appropriate in all circumstances, it certainly has its place in today’s world.  Use email to ask simple questions, particularly when dealing with suppliers, carriers, or other internal contacts.  When dealing with customers, use email once a line of communication has already been established.  If it is your first contact, make it by phone.  Ask them follow up questions, touch base with them with updates to their issues, and email them when the issue is resolved to make sure they are completely satisfied.

3)    Keep emails short.

If it takes more than a couple paragraphs to fully explain something, chances are, it is too complex for an email.  It is hard to keep someone’s attention in a long email.  They may be missing out on something important if they skip some of the email.  A long email will likely cause the customer to reply back with an equally long email, and before you know it, it becomes a vicious cycle. 

4)    Use email to recap or confirm conversations.

You did the right thing by calling the customer instead of emailing, but now you are worried about not having a written trail.  After the conversation, send an email confirming what you and the customer just spoke about.  The customer will feel good because you took the time to email them and you will have a written trail just in case.  This is also a good opportunity to make sure you and the customer are on the same page.  There may have been something in your previous conversation with them that was misunderstood, and email follow up is a good means to uncover that.

 

5)    Be professional.

Email does not convey tone, and what you may think is funny, the recipient may interpret as rude.  Stay away from jokes, sarcasm, puns, and abbreviations.  Do not be overly casual in emails either.  This is not a time for you to say “Hey Mel, it was like pulling teeth but I finally got an answer for ya” when “Dear Melissa, I apologize for the delay in getting back to you, I was waiting for an answer” is much more appropriate. 

6)    DO NOT USE CAP LOCKS

In the online world, typing in caps lock indicates yelling.  Many times it is done harmlessly enough, so if someone does it to you, take the high road and do not do it back.

7)    Use email to keep lines of communication open

If you work in an environment where you can openly share your direct email address with customers, do so freely.  This can really work to your advantage!  At the end of a call, if ongoing follow up is needed, ask the customer if they would like your email address to keep in touch.  If they say yes, send them an email with your contact information.  This way they will have a link to you if they need to ask further questions or follow up for some reason.  The worst thing for a customer is to hang up and have another question a minute later, and be forced to call back and go over the whole story again with someone else.  You might be surprised how many customers will email you back with positive feedback!

8)    Be smart.

Never say anything via email that you would not say openly to others.  Email is like a loaded gun, it has the ability to quickly hurt someone with just one flick of the finger.  Yes, that customer is being a pain, and they have called you four times, and you just want them to go away.  And yes, your coworker messed up an order and you had to do the work to fix it.  And yes, this supplier is horrible and you have no clue why you still use them.  But would you want to say any of those things straight to those people?  Probably not.  So do NOT type that in an email.  Anything you write in an email can be quickly disseminated around tens, hundreds, or even thousands of people.  Be smart; if you are not sure you should say it, just don’t.

9)    Be careful of carbon copies (cc) and blind carbon copies (bcc) on emails.

This tip ties in quite nicely with number 8 above.  You received an email from a technician confirming a repair appointment with the customer.  Not realizing they had copied the customer on the email, you replied all “Thank you for doing this so quickly, this customer was crazy and we needed to get this done immediately.”  You were not acting smart with your reply and then you replied all.  You likely have some damage control to do with this customer. 

The same holds true for who you carbon copy on emails.  Read the whole chain of emails to make sure there is no confidential information at the bottom.  Many people have uncovered information they did not want or need to know by being carbon copied on emails that they should not have been copied on.

10) Do not hit send!

While email can make it easier to articulate your feelings, email also makes it easy to be aggressive and say things you would not normally say.  Emails are flying back and forth, tensions are rising, and in the heat of the moment you say something you regret.  The email is sent and there is no getting it back. 

In most emotionally charged situations, it is better to deal with the issue face-to-face, or at least over the phone.  But if it must be dealt with through email, save the email as a draft and re-read it before you send it.  Allowing your emotions to cool down might provide a new prospective.  You may decide to change a few things, or even not to send the email at all. 

Customer Service Tip of the Day

Always thank the customer for calling.  They will be happy that you acknowledged the time it took for them to call!

Customer Service Tip of the Day

Speak clearly.  If the customer cannot understand you they may miss some important points you discussed.

Customer Service Tip of the Day

Always give the customer your name and contact information.  This will save time if they have to call back.

Customer Service Tip of the Day

Use agreeing words to show the customer you’re listening.  Saying things such as "yes, I see, okay, sure, uh-huh" are good words to show you're engaged in the conversation.

Customer Service Tip of the Day

Give a final offer to help: "Is there anything else I can help you with today?"

Customer Service Tip of the Day

Listen first, talk later.

Customer Service Tip of the Day

Do not interrupt customers.  It will only make customers more upset!

Customer Service Tip of the Day

Let customers vent their frustrations.  Sometimes all they want is someone to listen to their concerns.

Customer Service Tip of the Day

Give customers numerous options on how the problem can be fixed.  Customers don't like to be forced into one solution.

Customer Service Tip of the Day

Do your least favorite task right away in the morning.  Getting it out of the way frees your mind and energy up to do more productive things.

Customer Service Tip of the Day

Remember: ‎"Opportunity is missed by most people because it is dressed in overalls and looks like work." --Thomas A. Edison

Customer Service Tip of the Day

Spell check all of your emails prior to sending.  Spelling mistakes are unprofessional and embarrassing!

Customer Service Tip of the Day

It's not about winning, it's about finding a solution that both the Company and the customer can live with!

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Customer Service Tip of the Day

Sit up straight.  Good posture makes you feel more energized!

Customer Service Tip of the Day

When helping customers in person, always greet them with a smile on your face!

Customer Service Tip of the Day

When you are ready to help the next person line, avoid saying "I'll help whoever is next."  Try saying "I can help the next person."  People do not want to feel like "whoever."  They want to feel like an important person!