Lighten the Load for Upset Customers

Imagine you’re dealing with a company that’s performing their services slower than promised. When their front line employee attempts to fix things, which of these phrases would you as the customer find to be the most reassuring to hear: A) “I’ll tell my manager about it.” B) “I’ll look into it.” Or C) “Your problem just became my problem. And I’m going to pursue this until it’s resolved and you tell me that you’re satisfied.” No contest. ‘C’, the last phrase, conveys the take charge, responsible attitude that customers need and want to hear. Powerful results for a few words.

4 Customer Service Trends to Boost your Business

customer service trends to boost your business videoTrusted Advisor Customer Service Video Tip
Customer Service Trends and Tips
Capitalizing on Boosting your Business

Check out this surprising video where I reveal 4 of the top customers service trends that can boost your business.

We can’t Overlook….

What would you tell the customer in this situation? You are a driving examiner and you have to fail an applicant because they ran a stop sign. An amateur would explain that, “It’s policy to not pass anyone who runs a stop sign.” A professional however, would rephrase the statement to, “Running a stop sign is a safety issue that we just can’t overlook. So, you didn’t qualify today.” The phrase “we can’t overlook” something gives the same information as “it’s policy”, but sounds more reasoned and acceptable.

Do you want the GOOD news or …?

giving customers bad newsOne of life’s more difficult tasks is giving customers bad news. A common error is to start with the bad news – then trying to make it better by giving the good news afterwards. The problem is that as soon the receiver hears the bad news they become emotionally stressed. So they aren’t really listening anymore when you explain the good news. Instead, when giving both good and bad news, begin with good news (so they actually hear it) – then explain the bad. Hint – instead of calling it ‘bad’ news, say the ‘glitch’ or ‘challenge’ is…

Why Customers Shouldn’t be Number 1

why customers shouldn't be #1

Trusted Advisor Customer Service Video Tip
Time Management Tips
Reveal if you're working Smart or Hard

Typical time management methods often leave employees feeling like they are spinning their wheels. Team members want to complete important projects and take care of customers, but there are so many interruptions and competing priorities it’s difficult to gain ground. Fortunately, in this video I have three questions that reveal how by simply adjusting a few priorities, you can improve customer service, enhance efficiency, and help make more money for yourself and your company. As bonus, you get to go home at a decent hour and take care of your health and your relationships.

Anything Else I can Do for you?

Here's a wonderful phrase that separates service professionals from people who are just going-through-the-motions. In this case the employee was coordinating the conference room at a hotel where I was speaking. When he and I had finished going over the audio/visual set-up, he cheerfully offered, "Anything else I can do for you?" By using that phrase, he demonstrated that he wasn't just an employee who needed to set-up a meeting-room; he was a professional sincerely interested taking care of a customer. Simple sentence. Big difference.

Improve your Team’s English with Customers

Customer service video tip - improve your team's english with customers

Trusted Advisor Customer Service Video Tip
Improve English pronunciation
Accent reduction in customer service

As a manager, you may have noticed that some customers may have a hard time understanding some of your employees; for whom English is not their first language. That can strain customer relationships. That’s why in this video I’ll share four tips and strategies including accent reduction - to not only enhance customer relationships, but also personal relationships.

Four common customer turnoffs and hot to avoid them

customer service video tip - customer turn offs

Trusted Advisor Customer Service Video Tip
Customer Experience
4 common customer turnoffs and how to avoid them

Even well established companies commit some customer experience turnoffs. Problem is in most cases, managers aren’t even aware of these turnoffs. In this video, I reveal four of most common customer experience mistakes and how to avoid them

What Customers and Coworkers Actually Think of You

If you’ve attended my seminars you know that we often discuss the importance of not trying to become your customer’s pal. Nothing wrong with being friends with customers. Reality is though, many people may not like us because of our age, gender, ethnic background, sexual orientation etc. My suggestion is don’t try to be your customers’ or co-workers’ buddy. Instead, strive to be seen as their trusted advisor.  Here’s the catch…

We don’t say to others, “I’ll be your Trusted Advisor.” That would be laughable. Our brand is not what we claim it is. Our brand or reputation is what others think it is.

Similarly, it’s counterproductive saying to others, “I’m the kind of person who…” When we use a phrase like that, we’re trying too hard to impose an impression. Unfortunately, it just makes us sound insecure and desperate.

The bottom line is your reputation at work isn’t about whether people like you as a pal. It’s about earning a reputation for reliability. When you make commitments, you keep them. You don’t worry about gaining attention or who gets credit. Instead, you deliver consistently. That’s when people notice you, respect you, recommend you, and consider you to be their Trusted Advisor.

Four Words to Resolve Conflicts

In a perfect world, we’d never disagree with customers, co-workers, or family members. In reality, no matter how much we want to live in harmony, there will be differences of opinion. Our challenge is how do we address conflicts without making the situation worse?

The good news is one simple four-word phrase can help you to gain agreement. Here it is: “Help me understand..." Agreements don’t happen when we defend a position. True harmony comes from people feeling like they’ve been listened to. By saying, help me to understand…you’re indicating your willingness to consider their feelings and actions. That goes a long way to helping them become more receptive to yours.


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.