Monthly Mash | The Right Demeanor

Monthly Mash and the Right Demeanor

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 18: April 2013

Thoughts on the Customer: Does Your Team Project the Right Demeanor?

On a flight this past weekend, the pilot came over the speaker system and told the passengers, “Please return to your seat and fasten your seat belts.” We had just encountered minor turbulence, but the pilot’s voice was excitable, as if we were about to fly into The Perfect Storm. It could have been stress or frustration, but he sounded almost panicked. It was a bit disconcerting.

Monthly Mash | The Right DemeanorAll pilots generally sound the same. Put on your best Morgan Freeman voiceover voice and read, “Ladies and gentlemen, it looks like we might have a patch of rougher air for a few minutes. If you could return to our seat and fasten your seat belts, we should be past it in just a few moments.”

The reason most pilots sound like Barry White on Xanax is because that is the appropriate voice for the situation. The one sentence pilot I had this past weekend was not projecting the right demeanor.

Customers judge our tone and energy as much as they do what we say. Help your teams learn to find the right voice for each situation.

And also, give your customers an extra bag of peanuts if they ask for them.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience we read this past month.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

This month, we were really excited to launch our new video series, Inside Customer Service. The series focuses on the insights and experiences of business professionals who have customer service experience. We hoped to get a mix of stories and experiences from their professional lives as well as their personal lives.

In each interview, we ask the same three questions:

  1. What is the most outrageous customer service situation you have ever been involved in?
  2. What phrase or idea would you ban from customer service if you could?
  3. If you could give one piece of customer service advice to companies today, what would it be?

If you didn’t already watch the videos, check out what Laura Click of Blue Kite Marketing and Sean McGinnis of 312 Digital had to say in our first episodes of Inside Customer Service!


By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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4 replies
  1. Bill Dorman
    Bill Dorman says:

    You say best posts for the month; didn’t you link all previous posts of yours? Well, if you got it, flaunt it, huh?

    Don’t turn your Inside Customer Service into a dude-fest, make sure you have at least one lovely lady, ok?

    What is your best customer service story for the week?

    I’m headed up Ocala way today to catch up w/ a couple of fraternity brothers, hopefully we don’t create any bad customer service stories…:).

    • Adam Toporek
      Adam Toporek says:

      That would be cool, a monthly mash of nothing but CTS posts. I think I could call myself a guru then. 🙂

      Hope you had fun in Ocala — with no bad customer service stories!

  2. Michelle Quillin
    Michelle Quillin says:

    Adam, you always assemble the best lists of customer service content in these Monthly Mash posts! I just read Carol Lynn Rivera’s post, “Customer Experience is Everything: A Lesson In Falling In And Out Of Love With A Brand,” and completely related to her story. I’ve experienced the same thing, sadly. Now I’m off to read Jay Baer’s “How Social Media and Smartphones Breed a Petri Dish of Negativity.”

    Loved the video interviews with Laura and Sean, and I’m looking forward to more!


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