On this page you'll find links to literally dozens of Jeff Mowatt's 30-second tips for improving internal and external customer service.
To receive free updates with Jeff's latest tips, or to order these tips in book or CDrom format to share with your team, click on the "Latest Tip" link to the left.
Tips on How to Make a Positive First Impression
- Get in-sync with customers
- "Hi, Have you been here before"
- Avoid telling the world your troubles
- Avoiding Wardrobe Malfunctions
- Learn the Local Language
- What Neatness Really Means
- Is Your Public Behavior Remarkable?
- Casual Elegance or Casual Sloppy
- When Does a Sale Begin?
- What's in a Name?
- Business Etiquette - Are you On Time?
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Tips on How to Improve Customer Service
- Two words to boost your Business
- I'll be "Happy To"
- "No Problem"
- "Sir and Madam" (Politeness that's Considered Rude)
- Answer the Question, then Elaborate
- Ask if it Would be Useful
- "My Pleasure"
- "Anything Else I Can Do For You?"
- Power of Touch
- What do you think We can do to Improve?
- "I'll Take Care of It"
- The Reciprocity Response
- Make Your "Thank You" Memorable
- It's In The Bag
- Ensure That Customers get Your Message
- Take Ten Before & Ten After
- How do you Rate Your Status
- Do you "Have to" or "Get to"?
- Stop Checking your Blackberry
- What Are You Like to Work With?
- Overall Context Over Immediate Concern
- "That's A Great Question..."
- Problems Solved within 24 Hours
- Creating Clarity for Distracted Customers
- It's OK - I Trust You
- Pass The Candy Dish
- Tell them Why they're a Good Customer
- Are You a Friend or a Professional?
- Just Say No to the Nightly News
- Are you an Informer or Interpreter
- When You Forget Their Name
- The 'Secret' of Customer Service Motivation
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Tips on How to Handle Customers on the Telephone
- "Thank You for Calling..."
- How May I Rush You?
- Nix "...speaking" from your Telephone Greeting
- How to Lose a Customer in Under Five Seconds
- "Returning your call"
- Transferring a call, "Certainly"
- Receiving a Transferred Call
- Interrupt Caller - Call Their Name
- Common Blunders with 'Please-hold' Messages
- Avoiding the Run-around
- When You're being Pushed
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Tips on How to Manage Waiting Lines, Line-Ups, and Multiple Customers
- Are you Breaking Assumed Promises
- Do you 'Accidentally' Offend Customers?
- Instant Acknowledgment
- Are you Visible and Available?
- Eye on the Prize
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Tips on How to Break Bad News Gently
- Tone Down Bad News
- Catastophize and Take Responsibility
- Give the Positive Side of Info "Walk Please"
- "Do you ant the Good News...?"
- "We can't Overlook...
- Reveal Similar Circumstances
- Three Words that Annoy Customers
- Softening a Blunt Message
- When Cheerfulness Backfires
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Tips on How to Deal with Dissatisfied Customers and Handle Complaints
- Give something for inconvenience
- Upset customers - don't ask "Why?"
- Discuss cusotmer concenrs, not complaints
- What will work best for you?
- The Power of Empathy
- Take Ownership of Complaints
- Lighten the Load for Upset Customers
- Take Recovery Skills to a Higher Level
- How to Disarm a Bank Robber
- What Can You Do?
- Dissatisfied Customers - What's Really At Stake
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Tips on Customer Service Systems and Trends
- Experience Skills
- Are you Predictable?
- Service is a popularity contest
- Are your repeat customers Loyal?
- To whom do you give preference?
- Closing the Customer Feedback Loop
- Students of Customer Surveys
- Fair isn't Equal
- What's your First Priority?
- The most Profitable Customers
- Creating a Customer Focused Culture
- How to Compete when Value is Assumed
- The Misnomer of Customer 'Loyalty' Programs
- The Soft Sounds of Spending
- Don't be Better, be Different
- A Lesson from King Arthur
- The joy of 'Hassle Free'
- What are You Like to Work With?
- Hiring Motivated Employees
- What your customers are Really Saying
- When Nature Calls
- Good News about the Recession
- Serve the Whales
- The Next Big Thing in Customer Service
- Good News Fridays
- Insider Information
- Motivating your Millennials
- Why Customer Service Rumours are Spreading
- The Downside of Good Service
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Tips on How to Sell
- "Really, believe me"
- Ask permission to present
- The Rule of Three
- Share your Grand Intention
- Ask a Question as a Statement
- Ask question, then stop
- "What that means to you is...
- Quoting package Savings
- Replace 'if' with 'when'
- Honesty - Point out Your Product's Weaknesses
- Could you Give me Some Advice?
- Point out that you're not on Commission
- Offer a "Unique Selling Proposition"
- The Power of Demonstration
- Personal Stories Sell
- Use "Linking Phrases"
- Your Thoughts?
- Selling Smarter
- Creating the Right Selling Mindset
- Sell More by Taking it Away
- Conveying Professional Pride without Bragging
- Offer Less and Sell More
- The Value of the Slight Edge
- Ask What if...?
- The Myth of Requesting Referrals
- I'm Probably Overselling This
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