Tag: Customer Service

How to Get Buy-in and Create Ownership

When I was overseeing consumer affairs for an international car rental company, I struggled with getting my team to deliver the level of customer service our customers expected and deserved. One day I sat down […]

You Get What You Celebrate (Customer Service Tip)

One of my clients asked me to deliver a keynote to kick off their Customer Service Week celebration.  Right before I took the stage, the company played audio testimonials from a few very happy and […]

How a Complaint and a $14 Earpiece Improved My Customer Experience

My business was founded to help companies completely restore customer confidence and regain goodwill after service failures occur. I tell my clients all the time that a complaint is a gift. A complaint is a […]

Webinars are an Affordable Option for Working with Me

I help companies deliver a great Customer Experience. I help them do that through my consulting and professional speaking. I travel throughout North America to speak at conferences and conventions, like the Contact Center Association, […]

Be Your Own Customer for a Day

Years ago, when I worked in Consumer Affairs I found myself on the phone with a very disgruntled customer who experienced a problem with our company’s product. On top of that, he had great difficulty […]

Diagnose a Customer’s Problem BEFORE You Prescribe a Solution

It’s frustrating when companies don’t listen Today I took one of my laptops into a computer repair shop for troubleshooting and repair. I explained to the Front Desk representative that my laptop would not save […]

If you’re not into customers, why are you even working here?

I just wrapped up a meeting with a brilliant CEO. I’m on retainer to manage the client experience at his company and today we were reviewing gaps in service. My client is big on “feeling.” […]

How to Handle Difficult Customers – 4 Tips Featuring Steve Martin

I got a belly-laugh watching this video! Steve Martin, in “Planes, Trains and Automobiles” is the perfect difficult customer in this example. Laugh as you learn 4 practical tips for dealing with difficult customers.   […]

Your Employees Are Going to Have to Get Better at Asking Customers Questions

Operator woman talking on headset at work

Questions are a double-edged sword for customer service professionals. We have to ask questions to get to the root of the problem, completely log issues, and in general, to serve customers.

But often a series of questions can sound like an interview. If we’re not careful, a series of questions can come across as an interrogation.

Years ago, when I managed a small contact center, I realized that my team had to ask our customers 7 questions to completely log issues in our system. Seven questions is a lot.

Through call monitoring, I discovered that our customers were annoyed with our questioning. And it honestly sounded to me like we were interrogating our customers with our line of questioning!

So I began instructing my team to bridge to questioning and not just jump into our litany of questions. Here’s what I taught them.