TRIPLE III TIME: The “Sliding-Scale” of Customer Service

customer-serviceIn today’s confusing and challenging private and public sector business conduct, the definition and delivery of quality customer service has been changed.  If you think in-depth about the needs, expectations, timing, locations, and laws surrounding effective and efficient customer service… you realize that many of the old principles have to be altered. So when asked to possibly offer a customer service training session for a solid group later this year… I quickly realized the terms “Change and Adaptation” in the customer service arena would be key.

Therefore, in an effort to at least offer start-up suggestions about addressing The “Sliding-Scale” of Customer Service… take a look at the following specialized TOP 10 suggestions:

  1. Allocate more service time for every customer. Gaining a full/better understanding of what they need is critical.  ASSUME NOTHING!
  2. Fine-tune your listening skills. Service/product requests via telephone, online, and in-person all require different listening approaches. (Roleplaying training in each listening area may help.)
  3. Be your own customer from time-to-time and ask: What would YOU want to hear or happen from YOU?
  4. Anticipate all processes and forms that may need to be revised… just to accommodate new products and service delivery methods.
  5. Likewise be open to, flexible, and innovative regarding customer service delivery methods (i.e. online, in-person, videocasts, drive-thru, WHATEVER!)
  6. Understand that there are or will be new rules for health and safety. Embrace them quickly and move on.
  7. Remember great customer service is always a “two-way street”. So plan to ask a number of service questions to attain high quality.
  8. Slow down. Although others may be waiting… ensuring you deliver customer service right the first time… will get you more great second time business.
  9. As you are in the customer service action… consider how you would be measured with regard to: Patience/Process/Performance/Personality?
  10. Think about… identify… and utilize multiple ways to say THANK YOU. Everyone needs to hear and feel appreciated.

OK I realize this message went a little long.  But The “Sliding-Scale” of Customer Service has endless points of priority and impact… my TOP 10 are just a thought-generating start.


About Inspiring Innovations, Inc.

Marv Pichla is currently the owner and Creative Advisor for his own small business, Inspiring Innovations, Inc. Sharing his unique experience with entrepreneurship and innovation in public service, Marv consults with public and private business, education, and community organizations to develop new and different problem solving methods through real-life example-based learning. Prior to starting-up Inspiring Innovations, Inc. Marv served as Executive Director for Thumb Area Michigan Works! As Executive Director, Marv used public sector innovation as his guide for the organizations regional career development, employment service, education and strategic planning initiatives. Finally, Marv was raised on a farm in the Thumb Area of Michigan where he claims he received the education principles he values most. However, he obtained his Bachelors and Masters Degrees from Center Michigan University in Public Administration and eventually his Ph.D. from Capella University in Minnesota. Marv can be reached at:

Posted on July 24, 2020, in Triple III. Bookmark the permalink. Leave a comment.

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