What You Should Never Say to Your Customers
Business continuation for women (Part 1)
1. - "Let me try to do that..." - Try? That sounds like your customers may not get their issues resolved,
and demonstrates a lack of self-confidence on your part. If you need to ask someone else, or get approval, simply say that you're doing that. Don't sound unsure about whether or not you can help the customer be sure you can!
2. - "What you should do is..." - People generally resent being told what to do. If they called you, they want YOU to fix it not to tell them to fix it. Do everything you can and then offer customers specific follow up steps to resolve their issues.
3. - "I'm not sure, but I think..." - You won't know the answer to every situation, but you shouldn't tell the customer that. You also shouldn't give customers an answer you're unsure of, as doing so might lead them in the wrong direction. Instead, let them know you'll look up some information and either put them on hold or offer to call them back in a few minutes.
4. - "Listen to me..." - Angry customers rarely listen. However, ordering them to be quiet and listen will come across as condescending and make the situation worse. Allow the customer to vent their feelings and empathize with them before offering a solution.
5. - "You shouldn't have done that." - While it's true that the customer shouldn't have thrown away the bill, disregarded the company's email message, or made some other mistake, telling them won't change the situation. It will, however, make the customer feel angry and embarrassed. Focus on the situation as it is and offer the best solution you have.
6. - "You don't want that, you want this..." - Offering alternate solutions or products may seem perfectly reasonable, but phrasing it like this tells customers that you think they're foolish. Instead, say something like, "Yes, that's a great option, but let me tell you about an even better one..." If they doubt the quality or usefulness of your solution, focus on the positive benefits they can gain from continuing their relationship with your company.
Source: inc
Patty Block, President and Founder of The Block Group, established her company to advocate for women-owned businesses, helping them position their companies for strategic growth. Charting the course for impactful, sustainable, profitable businesses, the beacon is control: of your strategic direction, your money, your time, your staffing, and your ability to bring in business. The Block Group brings together the people, resources and ideas that build results.
Business continuation for women.
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