Articles by David Lee

I had a customer experience yesterday that reminded me of two messages I try to bring to managers of customer service staff: Much of the job stress that comes from dealing with difficult customers is actually created  by the customer service professional themselves. They inadvertently create stress for themselves because they A) interact with customers in ways that create frustration and...Full Article »

If you want to stop giving “good” customer service and join the ranks of the “elite”,  you must learn how to make it safe and welcoming for customers to give you feedback.      If you don’t, you’ll never hear about those little annoying Moments of Truth that alienate your customers. They won’t tell you because they, like...Full Article »

I just got off the phone with Mitzi of REI, the outdoor gear and clothing retailer. If I didn’t know better, I would have guessed I was the only person she had talked to that day. She sounded present, engaged, interested, and very human. There was no bored, robotic voice. There was no dull, asking a question you had already answered. There were no requests for information delivered in a...Full Article »

Does each employee who deals with your customers, clients, or patients understand your brand promise and how to deliver it or… do you have pockets of excellence and pockets of mediocrity? Recently, the employees at a collision repair shop, Prime Collision, a division of the Prime Auto Group in Maine, reminded me of how rare—and powerful—it is for all employees in a businesses...Full Article »

This weekend I stopped into the one-hour eyeglasses place for the third time and finally got what I had paid for. The first time I returned was because my left lens seemed “off”. The technician checked them out and said that they were .25 diopters off, which was within the acceptable range, but since I was having trouble with them, they would gladly fix. When I picked up my glasses...Full Article »

“People do business with people they  know, like, and trust.” Have you used this business maxim to examine how you and your Customer Service and Sales teams interact with potential customers? If not, I recommend you do. I recently had an experience with two different printers that reminded me of how important it is to continually look at the way you treat prospects and clients,...Full Article »

“When I hear how our people talk to our customers, I cringe.” This was said to me recently by someone calling to inquire about customer service training. Her comment reminded of a story I heard recently from marketing guru Dan Kennedy about a business owner client who overheard his inbound call center staff at work for the first time in years. A flood forced the business owner to...Full Article »

On the same day a while back, I witnessed examples of both ends of the spectrum. First, customer service rep as Cyborg and then the caring human being example… While waiting in line at an electronics store, I observe a woman rummaging through her wallet for the correct change. With a self-conscious laugh, she apologizes to the clerk for how long it is taking her to find the right change....Full Article »

Do you help your customer service representatives help you upgrade your customer service experience or do you say, “Just do your job and leave the thinking to us?” You obviously don’t actually say those words, but that’s the message your customer service representatives get if you don’t ask them to solicit customer feedback or at the very least,  ask them to...Full Article »

Are you continually coaching your customer service and tech support professionals to empathize with your customer’s experience? If not, you can never create a consistent, brand-building customer service experience. Do you rigorously hire only people who possess the essential qualities of a great customer service professional—such as empathy, social grace, a desire to please, and...Full Article »

If your business serves the public and you’re not monitoring how your employees represent you, you should be afraid. Very afraid. If you think I’m exaggerating, think of all the interactions you’ve had as a customer that leave you thinking “What were they thinking when they hired this person?”  Think of how often you’re “served” by someone who...Full Article »