Category Archives: User Services Training

Customer Service Tip: The incomplete answer

By: Shep Hyken (submitted by Carmen Gass)

I recently wrote about the expected experiences gap, where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.

We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap, one that results from incomplete information. In other words, it’s the gap
between the answer the customer received the first time they asked and the answer they should have received. Read more here.

Customer Service Tip: How to help your team cope with empathy fatigue

By: Jeff Toister (submitted by Carmen Gass)

Empathy is a critical customer service skill that’s hard to master.

Showing customers a little empathy requires two things:
1. We must be able to relate to how our customer is feeling.
2. We must have the presence of mind to acknowledge and understand those feelings.

Empathy is fairly easy if you’ve been in your customer’s shoes. Just think about how you felt when it happened to you and try to show the customer you understand.

It gets trickier if it’s never happened to you. For example, someone working in tech support might find it hard to empathize with a confused customer because they can fix their own computer.

Here’s what you can do to demonstrate empathy when you don’t have a relatable experience:
1. Ask yourself, “Why is this customer upset?”
2. Think about a time when you had a similar feeling.
3. Try to demonstrate to the customer that you know how they feel.

Learn more about empathy fatigue here.

Customer Service Tip: How to get a talkative customer to cut to the chase

By: Myra Golden (submitted by Carmen Gass)

Research shows the average business call lasts two minutes longer than it needs to. The bitter truth is most of us spend far too much time on the phone with customers and co-workers in idle small talk or listening to the whiner, rambler, or storyteller.

So how do you politely end a call when you know it’s no longer productive? I’ll give you six of my favorite strategies for graciously bringing a long-winded caller back to focus. Read more here.

Customer Service Tip: How do you really know if you’re doing a good job?

By: Shep Hyken (submitted by Carmen Gass)

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment.

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools
such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback. My good friend and speech coach, Patricia Fripp—who happens to be the top speaking coach on the planet to professional speakers and executives—shared a great story about how one business got creative to get the inside scoop on what their customers were saying about them. Read more here.

Customer Service Tip: How quickly should you respond to email?

By: Jeff Toister (submitted by Carmen Gass)

One day is too long to respond to email.

A 24 hour response time was acceptable way back in the good old days of dial-up internet. That seems quaint in today’s age of “always on” communication.

A new survey reveals nearly a third of customers expect businesses to respond to emails in …. read more here

Customer Service Tip: You shouldn’t have told me that

By: Shep Hyken (submitted by Carmen Gass)

The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. It looked like they were almost finished with their breakfast, but we had no idea how
long that might be. Read more here.

Customer Service Tip: The Power of putting people first

By: RASMUS HOUGAARD (submitted by Carmen Gass)

“If we take care of our people, they will take care of our customers, and the customers will come back.” Marriott’s business philosophy is crystal clear. Their people-centered approach is what have made them one of the world’s largest hotel chains.

Companies are increasingly realizing the power of creating people-centric organizations that value the happiness of employees as much as the bottom line. Read more here.

Customer Service Tip: Digital body language

By: Erica Dhawan (submitted by Carmen Gass)

People rely on body language and tone to grasp the real meaning of messages. Without these cues, we misunderstand each other more quickly, argue more, and walk away faster from
relationships. In the virtual world—where most business is conducted—it’s even harder to communicate. If you want to build closer relationships with colleagues and clients, digital
body language is your solution. Access the LinkedIn Course here.

Customer Service Tip:  Empathy for customer service professionals

By: Myra Golden (submitted by Carmen Gass)

Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn’t feel positive. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Access this LinkedIn Learning course here.

Customer Service Tip: Serving customers through chat and text

By: Leslie O’ Flahavan (LinkedIn Learning) [submitted by Carmen Gass]

Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at
writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. Learn more here.

Customer Service Tip: Batteries included

By: Shep Hyken (submitted by Carmen Gass)

“There are two kinds of people: Batteries Included and Batteries Not Included.”

That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name. I’ve learned a lot over the years by attending his workshops and coaching sessions. He recently released a book that included many of his quotable words of wisdom. This one—about Batteries Included or Batteries Not Included—resonated with me. If it doesn’t already resonate with you, I bet it will in just a moment. Read more here.

Customer Service Tip: Why gemba is the best way to solve service failures

By: Jeff Toister (submitted by Carmen Gass)

The CEO called me with an urgent training project.

Our parking management firm was in danger of losing an important contract at a hotel where we managed the valet and self-parking operation. The client was unhappy about poor service quality and gave us thirty days to improve.

The CEO told me to go to the hotel and train the staff and the manager. He wanted me to show them how to deliver service the right way, and then make sure they did it. This was going to be
my priority for the next 30 days.

I decided to meet the parking manager and take a gemba walk. It was fortunate that I did, because it quickly became clear that training was not the problem. Read more here.