JJ's Tips in this issue:
1. Customer Service Checkup-Acts of Kindness
2. JJ's Favorite Quotes
3. Tele-Coaching & Tele-Mentoring
Use the following tips as training tools.
Present this situation to your group and brainstorm solutions together, or submit your own
situation question to be answered in an upcoming newsletter.
A Reader wrote: "Customer Service seems to be going to hell in a hand basket
everywhere I turn! Why aren't people on the front line giving better service? What can
businesses do to help the situation?"
Every person working in every company needs to take a customer service checkup at least
once a month, regardless of their position. Everyone is in customer service, sales and
Even if the only customers you interface with are internal customers (employees), you
indirectly influence how the customers of your company are treated.
It needs to be a way of life in your company and department. Because you can make a
difference wherever you are.
CUSTOMER SERVICE CHECKUP:
1. Think back to the last few times you were a customer spending your own money, and
remember what experiences were your best, and what were your worst. People usually find
the worst ones are the easiest to remember.
2. You'll notice that both good and bad experiences were usually caused by an employee of
that company, not the price or the quality of the product. The decisions that employees or
managers made about your interaction with them and their products or services determined
3. Next, look at your company interactions with employees and external customers. Which
ones were your best and worst. How did you feel after the interaction? How do you think
the other person in the interaction felt afterward. What could you have done differently
on your worst interaction?
If you had it to do over again, how could you
turn it into your best interaction. How could you have made the good ones even better?
4. Self evaluate and self correct. In one of my front line seminars (The College of
Customer Care), I have the participants follow the first three steps, and then they have a
better perspective of how their interactions internally and externally are being
perceived. They also start self evaluating and correcting after they're shown how to turn
difficult situations around. The things they say will either fuel the fire or defuse
5. Your ATTITUDE is what determines good or bad service. If your attitude is that you'll
do whatever it takes to meet the customers needs, you will. And if you're already meeting
customers' needs, you can then work to exceed customers' needs. It's a self-fulfilling
prophecy, on an individual basis, that starts with the person's attitude to be
The opposite attitude is assuming people you're interacting with are dumb, stupid and a
waste of your time. With this attitude, you're judging them (calling them names) and
setting yourself apart as superior.
6. What most people don't know is what Wayne Dyer recently reminded me of on his
television program called Intentions. He said that when we show acts of kindness toward
others, it causes them to feel a rush of endorphins (a feeling of well being). Then the
giver feels those same feelings, and even others observing it feels them. And everyone
involved has an added benefit; he said their immune system becomes instantly stronger.
7. Chart your interactions for the next week, both as a customer and an employee
representing your company and department. Rate yourself from 1 to 10 (with 10 being the
best) on how the person serving you made you feel and how you felt after interfacing with
an internal or external customer.
The bottom line is, did you get in the other person's shoes enough to make sure they felt
your act of kindness, something extra, something to meet their needs or even exceed their
8. If you're not going home everyday feeling those endorphins around you, you're just
existing instead of accomplishing something important in your interactions. Practice
looking for acts of kindness that you can distribute to your internal and external
customers alike and you'll all feel happier and healthier.
As Wayne Dyer says, think from the end of the interaction and what you want the results to
be. Then you'll naturally have the attitude of being grateful for the interaction. Look
for ways to give more acts of kindness and customers will start telling others about your
products and service. Word of mouth advertising is the best kind, and costs nothing except
a change of attitude and monthly customer service checkups by everyone in the company. Try
it, you'll like it!
JJ's FAVORITE QUOTES:
"No one is useless in this world who lightens the burdens of another."
"Look at a day when you are supremely satisfied at the end. Itıs not a day
when you lounge around doing nothing; itıs when youıve had everything to do,
and youıve done it.²
Tele-COACHING & Tele-MENTORING
DO YOU WANT TO IMPROVE in an area?
Customer service or sales?
Inbound or outbound call center sales and service?
Dealing with irate internal or external customers?
Motivation and growth of your people?
Leading and Coaching your staff?
TRY our one-on-one Tele-Mentoring (phone coaching service) that is
available to business owners, executives, managers, supervisors and staff members.
Call for your FREE CONSULTATION now! 800 500-9656 or 408 445-1590
EVALUATION OF YOUR ENVIRONMENT:
Have you had an Evaluation of Your Environment lately so you could receive suggestions on
improving it? (It's like the doctor's check up, you often don't know you need it, until
after you've had it.)
JJ Lauderbaugh, CPCM (NEW ADDRESS & PHONE)
1716 Husted Ave., San Jose, CA 95124
408 445-1590 or 800 500-9656
JJ works with companies that want to give exceptional customer service to increase sales,
and with Directors and Call Center/Help Desk Managers who
want to improve human performance.
She's an international speaker, trainer, facilitator and certified management consultant
(CPCM) on customer service management, specializing in performance improvement, call
centers, up/cross selling and outbound calling.
For training resources, free articles, tips and streaming video, go to our web site at:
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İ JJ Lauderbaugh, CPCM, Lauderbaugh & Associates, Inc., 2004. Reprinted with
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