How attitude anchors can help you stay friendly
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
2w ago
Being friendly is a basic expectation in customer service. That's easy on some days. You're in a good mood. You enjoy helping people and things are going well. The products or services you support work well and customers are generally happy. Friendliness is more difficult on other days. You just don't feel friendly, warm, or upbeat. Customers are grumpy. Frustrating problems keep happening that are out of your control, and you don't have any solutions to prevent them. Being friendly takes a lot more effort on those days. It's called emotional labor, and it can leave you feeling exhausted. Atti ..read more
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Why you need to take responsibility for your customer service
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
1M ago
Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach. Unfriendly policies get in the way. Yet, unless you have a giant ego, you need to take some responsibility, too. You were hired to do a job that helps your company. It's not always easy to do great work, but you can often do more than you think. Here's how you can overcome obstacles and take more owne ..read more
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Three ways to predict and avoid service failures
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
1M ago
Imagine you had a customer service crystal ball. This crystal ball could magically predict service failures. It would give you just enough time to swoop into action and avoid disappointing customers. While I don't have a crystal ball, I can share three proven techniques that do the same trick. Each of these techniques can help you predict when something will go wrong and give you just enough time to prevent it. Isn't that what superheroes do? Yep, you're about to become a superhero. Tip #1: Learn from experience Make a list of the top reasons that customers get disappointed. Think about your e ..read more
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My top six lessons learned from serving customers
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
2M ago
Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Sure, you might have taken a class. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer. That's my story. Many of my customer service skills can be traced directly to customer interactions. Here are six of my favorites, starting with the first customer I ever served. Lesson #1: Know your product My first customer service encounter ended in service ..read more
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How to hold customer service employees accountable
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
2M ago
Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. It was a fascinating discussion. One thing the discussion revealed was that many managers start thinking about accountability way too late. Here's a proven process that starts muc ..read more
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How service culture is built on everyday hero moments
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
3M ago
The original Shake Shack location is in New York City's Madison Square Park. The first time I visited, Al Roker was there. Roker was handing out samples of his new Roker Burger. It was a special burger he created with Shake Shack to raise money for No Kid Hungry, a nonprofit dedicated to ending childhood hunger. A Today Show crew was there to film the segment. Shake Shack's mission is to Stand for Something Good. Working with a celebrity to create a special burger and get national news coverage to raise money for a nonprofit certainly aligned with that mission. That's one example of the Shake ..read more
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Is your giant ego is crushing your customer service?
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
3M ago
"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request. The class was shocked when I revealed the dismal results. Nobody passed. One employee failed to meet a single service standard. They completely ignored me as they rang up my transaction because they were too busy talking to a coworker. The employee in class wouldn't relent. She was furious at this unknown coworker f ..read more
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Reduce average handle time with this one simple trick
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
4M ago
Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center. I shared one simple trick that can produce immediate results. It's a trick that I discovered more than 20 years ago while running experiments on AHT reduction. The results initially surprised ..read more
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Five customer service tips for people with ADHD
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
4M ago
We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service is hard. It requires a lot of focus, calm nerves, and the ability to work through multiple distractions. All of that gets a lot harder when you have ADHD. ADHD stands for Attention Deficit Hyperactivity Disorder. There are three general types: Inattentive Hyperactive Combined Many common ADHD symptoms spell danger for someone who works in customer service: Lack of focus Hy ..read more
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How appreciation can boost customer service employees
Inside Customer Service - Toister Performance Solutions, Inc.
by Jeff Toister
5M ago
"This is discrimination!" The passenger in the row behind me was throwing his second tantrum of the flight. The first one happened after he walked from the main cabin into first class to use the restroom. Three flight attendants were working in the front galley and one of them politely asked him to use the restroom in the main cabin. He raised his voice and cursed about it, but the flight attendants remained polite, calm, and professional. Finally, the passenger relented and walked to the back of the plane. Now, the passenger wanted to give one of the flight attendants another earful. "This i ..read more
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