A service provider passed on to me a simple phrase that she uses to diffuse angry customers. After the customer expresses their concerns (vents), she confirms the details with the customer, empathizes with their frustration, and then wraps it all together with the phrase, "I see your point." Whether or not we agree with the other person, the phrase, "I see your point," communicates that we've listened and that we understand their perspective. That's a big step towards preserving that valuable customer relationship. Bonus: it's also a great approach to use with family and friends.
Today's chuckle:
What happens if you get half scared to death twice?
Like to forward or reprint this tip?
We have some options to make this easier for you. Click here for a printer-friendly CDrom with all Jeff's tips. Click here for Jeff's book with 101 top tips. If you'd like to cut and paste any of our tips or articles from our website, you are welcome to do so providing you include the following bio and contact information after each tip or article.
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
Click here for Jeff's Latest Tip
and to Subscribe for FREE updates
Copyright© 1992-2010 JC Mowatt Seminars Inc. All rights reserved.
