It’s episode eight of The Upsell Podcast. Another solo episode as I dig into a few things that are on my mind or have happened to me recently.

 Segment #1 – Top of Mind “Let’s Flip Customer Service”

The term customer service is losing it’s effect. It’s a department. It’s something company’s play lip service to. What if we moved the words around to inspire and provide a call to action? The smallest moves can have the biggest impacts on mindset.

Segment #2 – Word of the Week: Ripples

Like ripples in a pond, our actions have consequences. Customer service is no different.

In person, online or at work, good service actions can inspire while bad ones can bring the whole place down. For example:

• In your store, the way you treat a customer can be seen by all the other customers there. Whether it’s neglect, failure to fix a problem or blow them away with value, those moments are on display.
• Online, no interaction is private. Whether it’s on a forum like YELP, an exchange on Twitter or Facebook, a blog comment or even an email, one interaction can be blown and go viral with a screenshot or a share.
• At work, coworkers see how others work with customers. Those actions can really impact culture

What can you do to address those ripples?

• listen and engage with all your customers.
• show true empathy.
• give and follow up on internal surveys of your employees.

Segment #3 – Tell Me an Upsell Story

After a recent email exchange with a social media management company, I was less than impressed with how they spoke to me, as a prospective client and someone they didn’t have a prior relationship with. Whether it was the sales associate’s condescending, “From what I can see, you’re doing a great job.” to his manager’s excuse that the sales guy is great, I’m just “outside his personality.”

Some lessons to share:

1. Words can be perceived badly, even if that’s not the intent.
2. Everyone is “outside the personality” of your staff.

Segment #4 – A the Q: Answer the Question

Our latest question: “What industry provides great customer service, generally?” I heard AMAZING answers from our last two questions on customer service and leadership and I can’t wait to hear your responses to this one. Let me know yours.

Segment #5 – We Sum it All Up

And quick one this time. Thanks so much for listening to the latest show, were we…

1. tried to get more meaning out of the term “customer service” by making it more dynamic.
2. touched on a few ways your customer service actions have consequences, like ripples in a pond, in store, online or at work.
3. looked at a recent experience of mine that demonstrated that even if not intentional, your words can hurt your relationship building.

Thanks again for being a listener. Can’t tell you how much it means. (OK, I’ll try. It means a lot)

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