Category Archives: Customer Service

customer service skills, case studies, how to keep customers and clients happy.

Snippets That Inspired Me From Pinnacle of Influence

I finished reading this new book that I am a co-author of called Pinnacle of Influence, How the World’s Greatest Thought Leaders Became Global Gurus, and wanted to give both a shout-out to the authors and add a few of my favourite snippets of their inspirational words.  Here are some short phrases or quotes from each chapter (in order) that stuck out as inspirational for me:

Chapter 1 – Mastering the Art of Leadership by Dr. Marshall Goldsmith

“Leadership is not an inborn trait, but a skill set that can be cultivated and refined.”

“Traditionally, feedback…focuses on what went wrong, not what can lead to future success.”

“The true art of leadership lies in the ability to turn vision into a reality, challenges into opportunities, and individuals into high-performing teams.”

Chapter 2 – How a Thought Leader Thinks by Ron Kaufman

“How can I respect the past, work in the present, and contribute to a better future?”

“…encouraging others is a powerful form of service.”

“Becoming a thought leader requires a combination of expertise and vision.”

“Thought leaders cannot be leaders if they only think in isolation.”

Chapter 3 – A Rhapsody in Failure by Arthur Carmazzi

“The power of our Life Symphony is affected by the type of music we hear.  We live up to the expectations of our environment.”

“…credibility is the currency for earning listener’s trust.”

“If a problem can be solved with money, it’s not a problem, it’s an expense.”

“Failure is not the opposite of success, mediocrity is.”

Chapter 4 – Transforming From an Expert to a Thought Leader by John Mattone

“…our lives are not about us.”

“Great leadership is about having a passionate drive to change the world for the better…”

“If you want others to be happy, be courteous, compassionate, and altruistic.”

Chapter 5 – Positioning in Negotiations – What Matters by Greg Williams

“Timing can be a blessing and curse in a negotiation.”

“…he added, “Don’t you want to look good to the other people in the bar?” …and magically, he got to shine more shoes.”

“In a negotiation, the way you position yourself and your offer will determine how you and it are perceived.”

Chapter 6 – Rising to Distinction by Jonathan Low

“(quoting Simon Sinek:) “people don’t buy what you do, they buy why you do it.”

“Communication is the heartbeat of connection.”

“Community isn’t just about the people we meet; it’s a rich soil where growth, learning, and inspiration can thrive.”

“…the pinnacle of influence is not a summit conquered alone; it’s a horizon that expands as we grow together.”

Chapter 7 – Triple Win Leadership Coaching by Will Linssen

“…as human beings, we have more in common than our personalities, principles, or passports would indicate.”

“The future here is the past somewhere else.”

“It is the client who determines the coaching engagement’s success at the outset.”

“…organizational success and social impact can go hand-in-hand.”

Chapter 8 – The Key to Extraordinary by me, Ric Phillips, MBA

I think it would be odd if I wrote my favourite inspirational quotes from my own chapter!  If you have any, feel free to add them in the comments.  I’ll simply give another thank you to my mentors that are mentioned in my chapter, Dr. Marat Ressin, Mark Bowden, Tony Robbins and also mention my company 3V Communications and the non-profit organization that I helped start, NCCA Canada.

Chapter 9 – Breaking the Chains by David Snyder

“Everything human beings do is in response to a feeling.”

“All leaders walk the hero’s journey in one form or another.”

“Just because you can do something does not mean you should…”

“This world…is engineered to make you grow through trial and effort.”

“When people do not want change, they have to create an enemy.”

Chapter 10 – World Influence Mastery by Dr. Peter Chee

“(quoting Aristotle): Where your talents and the needs of the world cross, there your calling can be found.”

“Having an unblemished reputation goes a long way to establishing yourself as someone with integrity who not only gets things done, but also gets things done the right way.”

“You should discard the innate fear you have when approaching someone great to support you on your journey.”

Chapter 11 – Five Fundamental Lessons on my Journey by Dr. Giti Caravan

“My family was the harbor, my mentors were lighthouses, and my peers were fellow sailors braving the stormy seas with me.”

“…the importance of leaving our comfort zone, not as a betrayal of our initial calling but as an expansion of our identify and purpose.”

“Growth has pain, but the pain is rewarding.”

“I learned to balance work and life by saying ‘no’ when necessary and setting boundaries to protect my time and energy.”

Chapter 12 – How Grace Builds Community by John Baldoni

“Within the community, there is the freedom to belong as well as the responsibility of belonging.”

“Grace enables leaders to navigate adversity and confrontation with dignity, creating an environment for open dialogue rather than argumentation.”

“Community arises from people of shared interest coming together for the greater good.”

This book is available on Amazon in both kindle and paperback.  😊

Deer walking in Nara, Japan

Zen Customer Experience

I spent most of January 2023 in Japan. It was a business trip, but there was opportunity to travel as well, so I wasn’t stuck in Tokyo the whole time. I also visited Hakone, Nara, Kyoto and Yokohama. This was my fifth time being in Japan, and I got to see some new places (like the deer-filled streets of Nara), ate some different food (like the black eggs in Hakone), and met some new people. Do you know what DIDN’T change? What has never changed since I first started travelling to Japan in 2008? The super-high level of customer service and client care. It’s so consistent and it’s so refreshing. As a traveller, a visitor, it’s the best experience. People are so polite not just with their words, but with their non-verbal communication as well. Soft voice, respectful eye contact, small arm gestures, calm voice. Definitely a few things the West could learn from.

However even a rose has thorns. I’ll leave you with this counter-thought from a Tokyo guy: “yes the customer service in Japan is high level, but it’s scripted, it’s mandatory and therefore fake. The customer service you receive in Canada (or elsewhere) may not always be top-notch, but at least it’s genuine. When you receive great care in Canada, you know it’s 100% real, and it leaves a special feeling.”

Interesting point. So is the key to great customer service the overall experience, and ease, or is it the genuine heart of the experience? Maybe it’s simply how the experience and people involved made you feel.

lets talk customer experience

The Human Experience of Customer Service

Let’s talk Customer Service Experience! Join me Ric Phillips and Jason Agouris of iTristan Media Group as we delve deep into how we humans respond to customer experience, especially in a world of digital products for business. If you work in customer service, or run a small business, this video is for you, especially if you are (considering) using AI and chatbots to assist the customer experience.

YouTube Video: https://lnkd.in/gzQ6Z4RC

Communication Skills Part of YEDI Success

As most of you know I am part of a team that trains entrepreneurs, both for-profit and not-for-profit, in Canada and abroad.  This year our organization YEDI (York Entrepreneurship Development Institute) which operates partnership programs with York University and Schulich Executive Education Centre was ranked the #1 University-linked accelerator in the world, by UBI Global.  I am proud to be on the YEDI team, where my primary role is to improve the business communication skills of our entrepreneurs in the areas of leadership, customer service, networking and pitching skills (from slides to body language!) and branding.   As an original co-founder of YEDI I can attest that having communication skills training was always part of the formula for YEDI, since a great idea will be wasted or shelved if the business owner cannot express it in a simple and impactful way to potential partners and investors, catching their attention and clearly understanding how they will benefit.  At the risk of sounding too self-serving, I wish YEDI continued success and exciting developments in the near future!

http://www.yedinstitute.org/yedi-ranked-1-in-the-world-by-ubi-global/

Are You the Director of First Impressions?

“Director of First Impressions”

I snapped this picture a few weeks ago while i was visiting my local Scotiabank branch here in Toronto.  I’m not sure how widely used this new labelling is – maybe it’s a national or even international initiative – but it’s eye-catching to say the least.  For me I immediately responded to it because as you know I’m a big fan of interpersonal skills, and I run a coaching program and a workshop entitled “The Art of Small Talk & Winning First Impressions.”  The focus of the training, which has been running since 2007, has always been to help those with technical skills or social shyness to improve their business or social interactions, and leave a lasting positive impression.  This is important to build and enhance relationships in our network or social circle.

What I find interesting is that a bank has chosen to change the typical ‘Help Desk‘ label to this new title, since banks provide a large portion of my clientele.  🙂  Yes, I’ve trained many accountants, financial advisors and planners, wealth management managers, auditors, consultants and the list goes on.  Not only are soft skills extremely important for client engagement in the banking industry, but also for team cohesion.

I love this new sign as to me it signifies the bank wants to be more approachable and communicative with it’s customers, and also – that it is aware that the first person we speak to is indeed the Director of First Impressions.  🙂

Are you the Director of First Impressions at your place of business?  Are you good at it?  Or is there a better fit for this role in the office somewhere?  These are some questions I’d like you to ask yourself and your team while examining who speaks to customers first and how do they interact with the typical customer.

Dealing with “Fishy” Customer Service

gone-fishingMy friend recently received some strange customer service while dealing with a mid-sized company located in the USA.  He had purchased some sport fishing products about a year ago and, to his surprise, when he reached for the pole a couple of weeks ago, it broke in two.  He is very familiar with and loyal to this particular brand, and was shocked with the pole snap because it has a good name in the market.  Therefore he was convinced this breakage was not normal and must be faulty, and so took pictures to send to the company via email.  He also included a photo of the original receipt.

He emailed the company with the 3 pictures, and their response was so short and to the point it gave him the feeling of rudeness.  It read basically “Please send us the pictures in a standard format, like JPEG.”  Now I’m a big fan of making emails short and to the point, but that is ridiculous.  Where’s the sugar?  Where’s the concern, empathy or reassurance that they will look into this matter?

This is the point when my friend contacted me as apparently I’m a bit more tech-savvy than he, and so I helped covert the 3 original photos to .jpg and we emailed the company again, referencing the new file number they had also provided him.

He got an email the next day basically saying the same thing – that they could not see the pictures and to please send them in standard format.  I double-checked our email and assured him that we did indeed send the photos as jpeg, but also suggested we send a new, fresh email with the jpegs attached, so that they do not get them confused with the old pictures that are sure to be on the thread.  That is what I assume might have happened.

The response to that email was basically “Send us a picture showing the date of purchase.”  What?  We wondered who was on the other end of this computer.
Regardless we took a new picture of the receipt that showed the date of purchase and jpeg’d it and emailed it to them with the reference file number.  Their response the next day was “Please pay a processing fee of $9.95.”  I kid you not.

This morning my friend had reached his limit in patience and wrote an email complaining about the time wasted in these emails, noting his confusion over the mysterious processing fee, and swearing that he would never use nor recommend their products again.  He luckily called me before he pressed SEND.

He read it to me over the phone and asked for feedback.  I asked him “What is your goal?”  He replied to tell them how he feels.  I suggested that the chance of resolving the original issue is very low if you share your feelings and then sever ties.  I advised him to use the 1-800 number and call the company and speak to someone about this issue instead of firing off the ‘burning-bridges’ letter.  I told him we both understand that the person on the other end of the computer is customer-service handicapped, so more emails, including the letter, will get no response or at best a one-liner.  I told him to keep calm and call them, and just ‘follow up’ on the previous emails, and ‘inquire’ about the processing fee.  He agreed.
He called me back swiftly and told me that the company will be sending him a new fishing pole – but they just require a small processing fee.  My friend should receive the new product in a week. 🙂

By keeping his cool and not resorting to threats and ultimatums, and by not allowing the truly terrible customer service emails to interfere with his right to seek answers and possibly get reparation for his broken pole, my friend was able to find the true meaning behind the cryptic and stunted emails.  By ‘upgrading’ the communication from computer to phone, he found out the company’s true intentions to replace his product, and will now get it in short order.

The main lessons here I think are:
1 – don’t lose your cool not matter how frustrating the communication is
2 – if you don’t understand emails, pick up the phone
3 – never close the door on a brand you actually like and want to keep using
4 – don’t assume you know what the other party is thinking.  Get a clear answer.
5 – Jpegs are a common format for sharing photos
6 – It’s okay to use friends who are tech-savvy and/or knowledgeable about professional communication strategies. ☺

Your Communication Coach,

Books I Read and Recommend for Improving Communications

I love to share information and recommend resources to my friends and clients, and love hearing about books and authors that have made a difference in their life too.  Like many I have an Amazon page that lists the books I use in my coaching and training to help clients and teams improve their skills.  The skills we may focus on include effective interpersonal skills, reading body language, small talk and rapport-building skills, leadership development skills, professional communication strategies, presentations, conflict management, ESL (English as a second language) improvement including grammar, vocabulary and pronunciation, etc.  There are even a couple martial arts books in there too!  🙂   If you’d like to know what books I read and recommend, please check out:

“Ric’s Recommended Communication Skills Training Bookstore”

Happy Reading!

The Old Bait and Switch? – Not the Best Idea for Good Customer Service

Pacific_oystersMy wife and I went to a restaurant recently and experienced something that I think is all too common, at least in Toronto. If you are not familiar with the expression from the title, a ‘bait and switch’ is when you hook someone’s interest with something that is very enticing, and then switch it to something of lesser interest or value once the potential customer has already committed. Here is our story of mediocre customer service:

We knew this restaurant in our area and had been there a couple times before. It is a mid-to-high range restaurant that serves great seafood. When we checked online their website was advertising a ‘happy hour’ menu with ‘buck a shuck’ oysters and cheaper draft beer. We were ‘hooked’ and visited the place.

When we sat down we asked about the happy hour menu and the waitress confirmed the oyster special – but not the beer one. I asked about the cheaper draft special and she said that they are ‘not doing that right now’ and that ‘probably next week’ they will start that.

Interesting that a company can advertise online a special but not honor it when guests arrive! Bait and switch tactic! I was not impressed…

We ordered beer anyway and had a dozen oysters, and a couple more items that we were sharing.   Later we ordered another beer each and another round of oysters. My wife and I decided that to finish off we would split an order of fish and chips. The menu clearly states an order of fish and chips is $14, but if you want 2 pieces, it’s $19. We only wanted a single order to share so I told the waitress we’d like an order of fish and chips.

Guess what came to our table? A lovely order with two pieces of fish on it. I soured. I told my wife that I’m sure they will charge us for the upgrade that I did not ask for, and I was not happy. A server must clarify if you want the second piece of fish, even if there are two people sharing food, in my opinion. The server should not be allowed to think for me or guess what is best. I specifically asked for ‘an order’ of fish and chips.

Anyway, time to go. I had had enough of this place for now. It’s too bad really because there was a male server who sometimes helped us and he seemed really good, and I wondered if he would have made the same automatic upgrade of our dish as she did. My guess is no.

When the bill came I asked my wife to check it to see if we were charged the extra $5 and sure enough – we were! But just as I sat there thinking about if and how I would deal with this extra charge, my wife said “but they forgot to charge us for the second round of oysters!” I smiled and knew that the restaurant gods were on my side that day! Normally I am happy to let a server know if they have missed something, but today that was not going to happen.

I paid for the bill, and we left, and on the way home I laughed and smiled so much! My sour mood was replaced with a feeling of justice and equality in the world. The waitress had charged us an extra $5, but missed $12, so we were up $7! It may have been a small victory, but it was a sweet one for me.

The lesson for servers out there is to understand if you are going to increase the price of anything on any order, clarify first that the customer is okay with it.

The lesson I learned actually is something I already knew, which is that I can’t take anything for granted and must be clear to the staff of what I’m ordering, especially in a case where an item has two choices, like a small and a large portion. I shouldn’t have assumed that the server would know ‘an order’ does not mean ‘feel free to upgrade our order without my permission just because there are two of us here and you want to make an extra $5.’

VIA Rail Employee Made My Mother Smile

Hello fellow customer service advocates of Toronto!
Today’s post is a little late, but as the saying goes, it’s better late than never!  (By the way, isn’t it sad how people often don’t post about good service, but quickly will post about bad service?  Why can’t we be balanced in our online reviews?  LOL)

My mother visited us Torontonians on the weekend after the Canadian Thanksgiving weekend, as she couldn’t come to Toronto on the actual holiday.  No matter, her family here in T-Dot including myself made sure she had a good time, as always, and took her to the new Ripley’s Aquarium.  It was very cool, but that’s another post.  Anyway the family members up here had Thanksgiving dinner on Saturday and on Sunday my mom was booked to leave on a later VIA train.  This would be Sunday October 19th that I am referring to, around 6 pm.

When we arrived at Union station, even though we were early, there was already a long line-up for her train.  The electronic departure sign indicated that the train was already boarding, but our line was not moving.  I told my mom to stand put and I went to inquire because, well, ya never know right?  🙂
So I spoke with a friendly VIA RAIL gentleman at the front of the line, where the business lounge is, and I asked about the train departure time.  He asked to see my ticket and I then told him I was inquiring on behalf on my mom.  He then asked “Oh, how old is your mom…like over 60?”  I said “Yes, she is” and he said “Bring her here.”  I noticed some elderly folks and a pregnant woman sitting in the lounge, and then felt a bit guilty and stated “but my mom’s very healthy!” and he said “it’s okay.”  So I retrieved my mom, and told her not to walk ‘too fast’ and to follow me.  When we arrived the VIA gentleman expressed his surprise at my mother’s youthful looks (always a great thing to say to a lady!)  and she smiled and said she would be turning 63 soon!  He invited her to sit down and we all chatted about the little things in life while we waited for the official boarding, which was a little behind.  I was so happy she didn’t have to stand in the very long line-up, and I was not aware of the “over 60 lounge” policy.  I didn’t catch the name of the VIA gentleman, although I did scan for a name tag, but he was a healthy-looking 57 year old French-Canadian with a warm smile and hearty laugh, who was able to reduce stress and discomfort for those around him.

When boarding was finally announced, the VIA gentleman turned to my mother, the pregnant lady and those others in the lounge and waved them forward.  My mother, always the polite one, wasn’t sure if she deserved this special first-class treatment.  But he urged her on and I could tell from the look in his eye that there was a brief window of time he was trying to get her through, before the line started moving.  I ushered her on, and she said thank you and good bye to the gentleman.  She gave me a quick kiss and hug and I pushed her on.  She was one of the first to board.  As she went up the escalator out of sight, I turned to leave, but wanted to thank the kind gentleman first.  I could see now he was quickly in the midst of a sea of travellers, checking tickets and answering questions.  A handshake was impossible, but I did catch eyes and bow my head to him, and smile.  He bowed and smiled back.

I then left, and as I did, went past an incredibly long line-up.  I was so thankful my mom, though healthy, didn’t have to stand in it.  After all, she may look 50, but she is almost 63!  🙂

I truly appreciate what this VIA RAIL employee did for us, and others in need.  Thank you!

WestJet Christmas Miracle! Real-Time Giving

This is a very heart-warming example of marketing done right, i.e. the company gets great exposure, but the customer also gets something great in return!  Just watch and see, and then ask yourself if you’ve ever seen something similar done by another company.  This is great!  And it was partly filmed at Toronto’s Pearson Airport.  🙂