Customer Service
Reality Check: Handling Angry Customers like a Pro
Nobody wants them, yet we all have them—angry customers. Whether you’re on the front lines or in leadership, knowing how to handle dissatisfied customers is a critical skill. Here’s a straightforward guide to navigating these tough interactions: Stay Calm Frontline staff often bear the brunt of customer frustration. The instinct is to either fight back…
Read MoreReality Check: Are Your Words Building Connections or Creating Barriers?
In today’s Reality Check, we’re diving into the art of smart communication — from avoiding taboo words to harnessing the power of tone. What if you never had to apologize to a customer again, but instead had scripts at the ready to turn any potential inconvenience into an opportunity to connect and communicate? Words and…
Read MoreReality Check: Is this your biggest Customer Service weak spot?
Let’s face it—there’s no shortage of customer service advice out there. Break room walls are practically wallpapered with motivational posters and feel-good slogans that sound great but often miss the mark. Take this classic: “A satisfied customer is a loyal customer.” Sounds nice, right? But here’s the tough truth: satisfied customers can (and do) leave. …
Read MoreCustomer Service Week – Lessons to go Above & Beyond
Are you ready for Customer Service Week (October 7-11)? This year, we’re honoring all those customer service staff who go Above & Beyond to deliver excellent experiences, and I’ve shared six key ways to do just that. These lessons are valuable any time of year, but they’re each a great example of how to continue…
Read MoreCustomer Service Week 2024 – Who Will You Nominate?
Every year, I look forward to Customer Service Week in early October. It’s a chance highlight all the hard work and effort put in day-in and day-out to deliver excellent customer service to our customers, clients and guests. This year, its October 7-11 and the theme is “Above & Beyond.” I’ve got a lot of…
Read MoreFive Years of The 10¢ Decision | Favorite Learnings and Lessons
It’s hard to believe but August marks five years since the publication of my book The 10¢ Decision. Five years might sound like a long time, but the lessons and ideas in this book are evergreen. The book and lessons inside are full of ideas that are all about how small change can pay off…
Read MoreBust Out Of Service Fatigue: Recapping Six Key Lessons
Over the last six months, I’ve been sharing Bust Out of Service Fatigue lessons each month. But for the last year, I’ve been sharing my newest keynote program and actionable solutions to teams and leaders across the country. And I’ve learned some interesting lessons of my own along the way. Discover them all in my…
Read MoreBusting Out in Real Life: How One City Reenergized Customer Service Delivery
When I started looking into the concept of Service Fatigue in early 2020, I had no idea a pandemic was on the way that would cause our capacity for excellent customer service delivery to plummet. Since then, I’ve been working through my Bust Out of Service Fatigue program and sharing it with key teams in…
Read MoreBust Out of Service Fatigue: Crave More Joy
Finding, creating, and craving joy in your work are essential parts of showing up as your best self and ensuring that teammates, customers, and stakeholders all get the most committed version of you in every interaction. And that’s not just me saying it… Learn more with the Bust Out of Service Fatigue Keynote and Frontline…
Read MoreWord Swap for Customer Success: Is it me? Am I the problem?
Word Swap is back, and you get to be the judge on this one! Do I have a reasonable complaint or am I expecting too much? Here’s the deal: A few weeks ago, I stopped into a local big box store’s lawn and garden department. When I asked an employee working the area a question…
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