Customer Service Training TIps

Overall Context Over Immediate Concern

Imagine shopping for household necessities with two restless preschoolers. Observing your situation, the store employee greets the children, “Hi kids, taking Dad shopping? You like colouring? How about if we set you up over here to colour while Dad finishes shopping?” (as she looks to you for permission). As the parent, you’d likely be delighted. The employee generated these good feelings by focusing more on the customer’s overall context (trying to be a good parent), than just dealing with the immediate concern (buying stuff for the house). When dealing with others do you focus on overall context or merely immediate concern?

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

Be nice to your kids. They’ll choose your nursing home.


Like to forward or reprint this tip?

We have some options to make this easier for you. Click here for a printer-friendly  CDrom with all Jeff’s tips.  Click here for  Jeff’s book with 101 top tips.  If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so  providing  you include the bio and contact information after each tip or article.   Please also email a link to any tips or articles that you post on-line to [email protected].

Copyright © JC Mowatt Seminars Inc.   All rights reserved.

Like to forward or reprint this tip?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates


Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.