Embrace the Power of Validation in Customer Service

When you and your team have direct interaction with customers, don’t just settle for answering questions and managing complaints. Instead, validate the customer’s decision to do business with you in the first place. What does that entail? Yes, you do have to answer questions and manage complaints, but also take the time to make suggestions, […]

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What Word Describes Your Business?

I’ve often noted that changing vocabulary can help shift an attitude and even a company’s culture. But some companies have taken it to the next level, and are inventing words that emphasize who they are to their customers. Think Southwest Airlines and “Transfarency.” Or Volkswagen’s “fahrvergnugen.” If you’re looking for the perfect word to describe […]

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Don’t Let Bad Customer Service Become a Habit

When you practice something day after day, and it becomes natural, then it has become a habit. That can be a good thing—or it can be a bad thing. Customer service naturally becomes a habit, which means that bad customer service can become a habit, too—and one that you need to avoid! Delivering amazing customer […]

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You’re Only as Strong as Your Weakest Link

It might sound like a cliché, but it’s true: you’re only as strong as your weakest link, and that saying holds true for your business and your brand. Even if 99 employees are great, but 1 is not, what happens when a customer encounters the one? It hurts your brand reputation, at least for that […]

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Phrasing Matters

Have you ever noticed the subtle differences between how employees ask you questions at different businesses? Servers at one restaurant versus another, for example? The differences can be subtle, but those differences matter! The words you say can be the difference between a satisfactory and an amazing customer experience. Think about the words and phrases […]

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Don’t Make the Customer Service Mistake You Saw in “Pretty Woman!”

We’ve all heard the saying, “Never judge a book by its cover.” That rule is very important in customer services. Sometimes people make the mistake of prejudging a potential customer based on outward appearances—what they’re wearing, what car they’re driving—and can miss out on good business! Treat customers like customers, unless proven otherwise, not based […]

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Stop Going Through the Motions

Have you ever seen someone who was clearly just going through the motions? Someone who mindlessly asks you a question that you’ve already answered just because it’s the next question in their script? Or asks a question that is clearly irrelevant to your situation? Many people start to go through the motions, especially as the […]

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Take the Time to Write a Note

There are lots of ways that we can show appreciation and offer congratulations to people—clients, employees, partners, or anyone else we encounter. But there’s something special about the personal handwritten note. Some of my colleagues and I have had experiences where we received handwritten notes in various situations, and I can tell you they really […]

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