There are times when dealing with dissatisfied customers that you may not be able to repair the damage or inconvenience that they were subjected to. A common error when attempting to salvage the relationship is to ask, "What would you like us to do?" That phrase sounds too much as though you won't do anything unless the customer gets you to do it. Instead use the phrase, "What will work best for you?" That wording sounds much more like you're willingly going to do whatever it takes to make it right.
Today's Chuckle:
This would be really funny - if it wasn't happening to me.
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Someone once said that life would be easy - if it wasn't for the people! When customers are upset there is a simple, powerful tool that makes life easier for everyone. Empathy. When customers are upset they are often angry for two reasons. 1) The didn't get what they expected. 2) They are frustrated because they're forced to complain. So, along with solving the problem we need to acknowledge the person's frustration. Saying to a customer, "How frustrating!" or "That must have been annoying!" goes a long way to softening the hard feelings that the incident created.
Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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