Customer Service

Confirming Inquiries for More Efficient Customer Service


"Summarize the customer's opening statement. Before you attempt to handle a customer's request, make sure you understand what the customer wants..." Read More

Categories: Improvement ProTips Customer Service


Increasing Customer Retention - Clients for Life


"The Clients for Life Philosophy: Client retention is not a "program"; it's an ongoing commitment to your clients and colleagues..." Read More

Categories: ProTips Management Customer Service


Increasing Customer Retention - The Right Client Under the Right Terms


"Before we developed the Clients for Life philosophy, we failed to acknowledge that once we signed the contract, we committed ourselves and every person in our organization to meet the client's needs...." Read More

Categories: ProTips Management Customer Service


Customer Service Skills - Listening


"Listening well takes practice, patience, and experience. Work on developing this very important skill. One great way to make sure you've heard a conversation correctly is to "play it back" verbally or in written form..." Read More

Categories: Improvement ProTips Customer Service


Problem Resolution Training - Handling an Abrasive Customer


"Show her even more care. Sometimes the more challenging customers can turn out to be your biggest, most vocal supporters..." Read More

Categories: ProTips Customer Service


A Culture of Customer Service


"Customer service is about doing the right thing. At the Green Company, employees are encouraged to do the right thing, even if it costs the company money and time..." Read More

Categories: ProTips Management Customer Service


9/4/13


"According to marketing researchers Valarie Zeithaml, Leonard Berry, and A. Parasuraman, complaints occur when customers' perceptions of adequate service are not met..." Read More

Categories: ProTips Customer Service


8/28/13


"Tom Peters once said, 'We need to learn to make our mistakes faster.' In other words, we need to learn faster..." Read More

Categories: ProTips Customer Service


8/14/13


"It's not their job to care about you; it's your job to care about them..." Read More

Categories: ProTips Management Marketing Customer Service Sales


7/31/13


"'Failure to execute' is one of the biggest problems in organizations today. Many people confuse activity with accomplishment..." Read More

Categories: ProTips Management Marketing Customer Service Sales


7/24/13


"You’re on the right track now! You’ve just about mastered it. You must have been practicing. You did that very well. That’s the best you’ve ever done..." Read More

Categories: ProTips Management Customer Service


7/17/13


"Second on my list is to live with gratitude..." Read More

Categories: ProTips Management Customer Service


6/26/13


"When a customer is dissatisfied with the commitment time you give, try saying..." Read More

Categories: ProTips Customer Service


6/19/13


"When you need to get back to the customer, make a reasonable commitment..." Read More

Categories: ProTips Customer Service Sales


6/12/13


"We have the power to make our customers feel good or bad just by the way we communicate..." Read More

Categories: ProTips Customer Service Sales


6/5/13


"The truth is world class service organizations know and apply certain practices that most companies do not. They do things that exceed customer expectations..." Read More

Categories: ProTips Marketing Customer Service Sales


5/29/13


"Customer service is about seeing the positive qualities in a client with negative behavior..." Read More

Categories: ProTips Customer Service


5/22/13


"Change and growth take place when a person has risked himself and dares to become involved with experimenting with his own life..." Read More

Categories: ProTips Management Marketing Customer Service Sales


5/15/13


"We do know that, according to research, the elderly do not complain as much as younger people. But once they make up their minds to complain, they seem to take very strong positions, and many are willing to fight for what they consider to be fair..." Read More

Categories: ProTips Customer Service


5/8/13


"A major reason for delay and procrastination is a feeling of inadequacy, lack of confidence, or inability in a key area of the task..." Read More

Categories: ProTips Management Marketing Customer Service Sales


5/1/13


"When putting customers on hold, explain why. In addition, tell your customer approximately how long it will take. When you come back on the line, thank the customer for waiting..." Read More

Categories: ProTips Marketing Customer Service Sales


4/24/13


"Step 9: Create an effective reference system. Effective doesn’t mean having dozens or even hundreds of folders and subfolders for every conceivable topic. It means KISS..." Read More

Categories: Management Customer Service Sales


4/17/13


"Step 8: Do something with every email that comes in using the “4Ds for Decision Making. One way we exacerbate the tendency to spend too much time in email is by letting it linger in the inbox far too long..." Read More

Categories: ProTips Management Customer Service Sales


4/10/13


"Step 6: Focus on your goals. American author Robert Heinlein once said, 'In the absence of clearly defined goals, we become strangely loyal to performing daily acts of trivia...'" Read More

Categories: ProTips Management Customer Service Sales


4/3/13


"Step 4: Learn Outlook quick key: Control/Shift M. This will summon a new email to you while in any Outlook view..." Read More

Categories: ProTips Management Customer Service Sales


3/27/13


"Step 3:Change the default view in Outlook to Calendar instead of Inbox..." Read More

Categories: ProTips Management Customer Service Sales


3/20/13


"Rule 5: Embrace the idea that email is not full of emergencies. Important information, yes. But life threatening crises, highly unlikely..." Read More

Categories: ProTips Management Customer Service Sales


3/13/13


"Rule 2: Turn off the chimes, icons, and any other settings that interrupt to inform about new incoming emails..." Read More

Categories: ProTips Management Customer Service Sales


3/06/13


"Rule: There will never be enough time to do everything you have to do..." Read More

Categories: ProTips Management Customer Service Sales


2/27/13


"One of the formulas world-class service organizations use to “wow” customers is this.." Read More

Categories: ProTips Management Marketing Customer Service Sales


2/13/13


"Consider the customer's answer. The customer's response will determine whether she is objecting because she does not agree with your proposal or whether she is looking for more information..." Read More

Categories: ProTips Marketing Customer Service Sales


2/06/13


"Follow up with a question. The customer objected. You listed to the customer's objection, acknowledged it, and gave more information about your proposal. Next, you need to follow up..." Read More

Categories: ProTips Customer Service Sales


1/30/13


"Acknowledge the objection. Always validate the customer's reason, then respond with a positive statement..." Read More

Categories: ProTips Marketing Customer Service Sales


1/23/13


"Listen to the customer's objection. When the customer says "no," an objection is made to your proposed solution. To learn the reason behind the no, ask a combination of open and closed questions..." Read More

Categories: ProTips Customer Service Sales


1/09/13


"Experience is a word we've heard many times during the past few years..." Read More

Categories: ProTips Marketing Customer Service Sales


1/2/13


"People who are habitually optimistic, positive, and upbeat think and talk continually about their goals..." Read More

Categories: ProTips Customer Service


12/26/12


"In study after study, psychologists have determined that "optimism" is the most important quality you can develop for personal and professional success and happiness..." Read More

Categories: ProTips Customer Service Sales


12/19/12


"Ask closed questions to control the conversation. When you need short answers to clarify information or when you need a specific yes, no, or short answer, choose closed questions..." Read More

Categories: ProTips Customer Service Sales


12/12/12/


"Plan email processing time proactively on your Calendar every day. Instead of continuing with the reactive behavior of living in your inbox, try processing email in batches at various intervals throughout the day..." Read More

Categories: ProTips Management Customer Service Sales


12/5/12


"Want to be part of a winning team? Get involved. Be part of the solution, not the problem. Speak up. Share your ideas..." Read More

Categories: ProTips Management Customer Service Sales


11/28/12


"Want to know what your customers think of your company? Ask them!..." Read More

Categories: ProTips Marketing Customer Service


11/21/12


"Appreciate the good in yourself and in others. Appreciation can be learned by changing your self-talk (the words you use when you think) to positive thoughts..." Read More

Categories: ProTips Management Customer Service Sales


11/14/12


"Fully 95 percent of your emotions, positive or negative, are determined by how you talk to yourself on a minute-to-minute basis..." Read More

Categories: ProTips Management Customer Service Sales


10/31/12


"Practice active listening head moves - as you talk with others today, use these various methods of nodding with head tilts..." Read More

Categories: ProTips Management Customer Service Sales


10/24/12


"Decide exactly what you want. Either decide for yourself or sit down with your boss and discuss your goals and objectives until you are crystal clear about what is expected of you and in what order of priority..." Read More

Categories: ProTips Management Customer Service Sales


10/17/12


Keep your questions simple. Stick to one type of question [at a time]. When you lump the two types of questions [closed and open] together, you run the risk that your customers may not register all the responses.... Read More

Categories: ProTips Management Customer Service Sales


10/10/12


"The Four Golden Rules for Learning Skills Rule 4: Practice in Safe Situations..." Read More

Categories: ProTips Marketing Customer Service Sales


10/3/12


"The Four Golden Rules for Learning Skills Rule 3: Quantity Before Quality..." Read More

Categories: ProTips Management Customer Service Sales


9/26/12


"The Four Golden Rules for Learning Skills Rule 2: Try the New Behavior at Least Three Times..." Read More

Categories: ProTips Management Customer Service Sales


9/19/12


"The Four Golden Rules for Learning Skills Rule 1: Practice Only One Behavior at a Time..." Read More

Categories: ProTips Management Customer Service Sales


9/12/12


"Never answer a question unless you are sure your answer is accurate. It is better to say, "I don't know," than to give an answer than may be incorrect..." Read More

Categories: ProTips Customer Service


9/05/12


Before answering a customer's question, make sure you understand it. If you do not clearly understand the question, recap the question or ask a clarifying question rather than guessing the answer. It is better to ask another question than to answer the wrong question... Read More

Categories: ProTips Customer Service Sales


8/29/12


Customers love and cherish companies that treat them the way they’d like to be treated. In fact, some consumers will even pay more to obtain those kinds of services. Here are some survey statistics proving the point:.. Read More

Categories: ProTips Management Customer Service


8/22/12


It has been estimated that the tendency to start and stop a task, to pick it up, put it down, and come back to it, can increase the time necessary to complete the task by as much as 500 percent... Read More

Categories: ProTips Management Marketing Customer Service Sales


8/15/12


Want to Have a Great Reputation? Earn It!... Read More

Categories: ProTips Marketing Customer Service Sales


8/8/12


Customer service is about answering repetitive questions graciously. Customers don't know that others have asked you the exact same question hundreds of times before... Read More

Categories: ProTips Customer Service


8/1/12


It is important for all hospitality managers and service providers alike to understand and appreciate who exactly their internal customers are... Read More

Categories: ProTips Management Customer Service Sales


7/25/12


We know from the latest neuroscience research that our brains are programmed to "catch" the other person's delight and happiness whenever we see a genuine smile. So the New Body Language approach is to… Read More

Categories: ProTips Marketing Customer Service Sales


7/18/12


Maintain good posture. Standing straight also sends the message that you are confident. Get in the habit of holding your head comfortably high, but keep it in a relaxed position... Read More

Categories: ProTips Customer Service Sales


7/11/12


Here is a great rule for success: Think on paper. Only about 3 percent of adults have clear, written goals. These people accomplish five and ten times as much... Read More

Categories: ProTips Management Customer Service Sales


7/03/12


5th C of Intimacy Theory - Conflict Resolution: Conflict resolution involves creating trust in relationships so people can work through conflicts... Read More

Categories: ProTips Customer Service


6/27/12


4th C of Intimacy Theory - Comfort: Comfort means reaching out to someone else to create a feeling of compatibility and then doing everything possible to help that person. Read More

Categories: ProTips Customer Service


6/20/12


3rd C of Intimacy Theory - Commitment: Commitment is taking responsibility for being reliable, for creating a feeling of "we-ness."... Read More

Categories: ProTips Customer Service


6/13/12


2nd C of Intimacy Theory - Caring: Caring means valuing another individual for who he or she is, rather than who you would like that person to be... Read More

Categories: ProTips Customer Service


6/06/12


Customer focus can be optimized if an organization implements the five Cs of intimacy theory: communication, caring, commitment, comfort, and conflict resolution. All five require active questioning and listening skills... Read More

Categories: ProTips Customer Service Sales


5/30/12


Empathy does not mean that service providers become embroiled in their customers' emotions. Empathy implies sympathetic listening, without becoming consumed by the problem... Read More

Categories: ProTips Customer Service


5/23/12


Mood "Restarts" 1) Geographical shift: This strategy involves reducing negative emotions by physically moving away from the work site... Read More

Categories: ProTips Customer Service Sales


5/16/12


Becoming an emotion-friendly organization requires a basic understanding of human emotions and an awareness of personal emotional states... Read More

Categories: ProTips Customer Service


5/9/12


We define emotional value as the economic value or monetary worth of feelings when customers positively experience an organization's products and/or services... Read More

Categories: ProTips Customer Service


5/2/12


Verbalize what you are doing. Tell your customer what you are doing throughout the contact. Never assume the person on the other end understands... Read More

Categories: ProTips Customer Service


4/25/11


At the service encounter level, hospitality service providers are anticipating effectively when they provide service before the guest asks for it. This requires not only knowing what the guest will need but also when... Read More

Categories: ProTips Customer Service


4/18/12


Noticing Body Language Activity: Your mission is to norm at least three completely different "types" of people... Read More

Categories: ProTips Customer Service Sales


4/11/12


Never assume you know what your customers want. If you are unsure, ask a clarifying question.... Read More

Categories: ProTips Customer Service Sales


4/04/12


In simplest terms, complaints are statements about expectations that have not been met. They are also, and perhaps [this is] more important, opportunities for an organization to reconnect with customers by fixing a service or product breakdown... Read More

Categories: ProTips Customer Service


3/14/12


Stress can easily zap anyone's positive attitude. If you find yourself getting stressed at work, try to get away from the situation for a few minutes... Read More

Categories: ProTips Management Customer Service Sales


2/22/12


What should I say when the customer calls and he's mad as hell? The customer is looking for two things. They want to know that you care about them personally, and they want to know what you are going to do about it now... Read More

Categories: ProTips Customer Service


2/1/12


When you look for the positive qualities of your challenging customer, you increase your ability to connect with that customer and enjoy your time together... Read More

Categories: ProTips Customer Service


1/25/12


Take off your customer service provider hat for a moment and put on your customer hat. Think about your own interactions as a customer... Read More

Categories: ProTips Customer Service Sales


1/18/12


Customer expectations of service organizations are loud and clear: look good, be responsive, be reassuring through courtesy and competence, be empathetic, but, most of all, be reliable. Do what you said you would do. Keep the service promise... Read More

Categories: ProTips Customer Service


1/11/12


"Use 'I' instead of 'they' or 'we.' To a customer, the company begins and ends with you..." Read More

Categories: ProTips Customer Service


1/04/12


Believe in yourself. When you stop your negative self-talk, you will start to believe in yourself... Read More

Categories: ProTips Customer Service


12/21/11


Good service pleases both the giver and the recipient by the beauty of the performance, thereby enhancing life and adding value to an event that would otherwise be only a transaction... Read More

Categories: ProTips Customer Service


12/14/11


Our customer support is so responsive that…Oops, there's a call, gotta go! - Advertisement for an Internet Service Provider Read More

Categories: ProTips Customer Service Sales


12/07/11


Are your customer service associates properly trained in how to handle a customer complaint or an irate person?... Read More

Categories: ProTips Management Customer Service


11/23/11


The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue... Read More

Categories: ProTips Customer Service


11/16/11


Add welcome words to your vocabulary. When you use words that sound positive and confident, you will project a positive and confident attitude... Read More

Categories: ProTips Customer Service Sales


10/26/11


At the service encounter level, hospitality service providers are anticipating effectively when they provide service before the guest asks for it. This requires not only knowing what the guest will need but also when... Read More

Categories: ProTips Customer Service Sales


10/12/11


What's the relationship between success and crucial conversations?... Read More

Categories: ProTips Management Customer Service


10/05/11


You can't promise your customers sunny weather, but you can promise to hold an umbrella over them when it rains... Read More

Categories: ProTips Customer Service Sales


9/28/11


What is the best way to control a phone conversation? Two words: ask questions. The person who asks the questions has the control... Read More

Categories: ProTips Customer Service Sales


9/21/11


Promptness is always related to quickness. Timeliness is not. That is, what may be considered timely is relative to the situation and to customers' expectations... Read More

Categories: ProTips Customer Service Sales


9/14/11


Promptness is particularly important at the first step of the service encounter - the point of initial greeting. No customers enjoy standing and waiting at the greeting area of any establishment without their presence at least being acknowledged... Read More

Categories: ProTips Customer Service


9/07/11


Respond to your customer's opening statement with an assurance that you can help. Say something like, "Absolutely. I can help you with that." Even if you are going to refer the customer to another department or employee, you can give an assurance... Read More

Categories: ProTips Customer Service


8/31/11


Faulty assumption #1 – The customer is always right. Using such polar thinking – right versus wrong – precludes getting at the real issue of how we can build mutually useful relationships… Read More

Categories: ProTips Customer Service


8/24/11


Because of the need to serve internal as well as external customers, customer service must be everybody's job within a hospitality organization... Read More

Categories: ProTips Management Customer Service


8/10/11


Validate customers' decisions. Even if you do not agree with customers' choices, always validate their decisions. If the vacuum salesperson was not able to make the sale, he could validate the customer's decision by saying... Read More

Categories: ProTips Customer Service Sales


8/03/11


Dr. Albert Mehrabian of the University of California at Los Angeles once wrote an article entitled, “Communication Effectiveness.” In it, he said that communication effectiveness is: Read More

Categories: ProTips Marketing Customer Service Sales


07/27/11


The classic 3.5 reasons people (you included) don't achieve their goals are... Read More

Categories: ProTips Marketing Customer Service Sales


07/20/11


If your best solution is not suitable for the customer, try to find something that will work. If you are at a loss to know how to resolve a problem, ask the customer what she would do to solve the problem if this were her business... Read More

Categories: ProTips Customer Service


7/13/11


A rose on time is far more valuable than a $1,000 gift that's too late. - Jim Rohn Read More

Categories: ProTips Customer Service


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