|
|
|
10 Reasons To Survey Your Visitors, Subscribers And Customers
10 Reasons To Survey Your Visitors, Subscribers And Customers
by: William R. Nabaza of http://www.Nabaza.com
1. You'll find out what type of content visitors want to see at
your web site. This will attract your visitors to revisit and
read...
Does Your Customer Talk Back To You?
What is your customer saying about you? Do you really know? Does your customer really know who you are? If you don't know what your customer thinks about you, your business, your product and your services, then you might as well...
Five Secrets to Showing Your Customers You Really Care
Five Secrets to Showing Your Customers You Really Care Copyright © Ed Sykes. All rights reserved During our recent online poll, we asked the following question: What upsets you the most when receiving poor customer service? Eighty percent of the...
“Getting Back to Basics: A Customer Service Tale”
“Getting Back to Basics: A Customer Service Tale” By: Joy Fisher-Sykes One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we...
Is Your Customer Service Excellent?
"The last person to buy from you is the most likely to buy again and soon." This quote is an old one and I do not know the author but I do know it to be true. After spending fourteen years of my life owning and running a retail art gallery, I was...
Keeping Customers Loyal
It's a well-known fact that it costs many times more to acquire
a new customer than to keep doing business with your existing
ones. For this reason, the best way to become profitable is to
have loyal customers who keep coming back again and...
Putting The "Service" Back In "Customer Service"
The future of customer service is here. Technology has made
seeking out support faster and easier than ever. But, has your
digital age company sacrificed true service in the name of
automation?
Today, finding customer support is as simple...
Successfully Adding a Service To Your Business
There will come a time in your business where you feel ready to add another service offering. To make this successful, there are ten tips to consider before moving ahead. 1) Revisit your business plan. If you don't have one, write one for...
The Average Profile of Customers Opting for a Payday Loan Cash Advance
Payday loans are loans of a small amount, taken for a short duration of time. Payday loans are generally meant to be paid off on the next payday.
Payday lenders loan out thousands of dollars every week to people who are in dire need of money....
What Every Small Business Owner Should Know About Seeing The Creative Side of Customer Complaints
Customer Service is a blessing and a curse; a blessing to the customer and a curse to you, the employee. At least so it seems. As the Chief Customer Service Officer (CCSO) for your business, you are faced with a never-ending barrage of...
|
|
| |
|
|
|
|
|
|
Leave Your “Buts” Behind for Great Customer Service
How many times have you heard something similar to this in a customer service situation?
Customer: “Why don’t you just do it this way, and it will take care of the situation.”
Customer Service Person: “I understand what you are saying, but we can to do it this way.”
Then the situation magically goes downhill from there and it is difficult to win back the customer.
What Happened?
The customer service person used the one word that has a powerful negative effect when dealing with customers. The one word, if you can imagine, brings out the horns on the customer’s forehead, turns his face red, tightens his teeth, and clinches his hands…the word is but.
This is because but is an exclusive word. The use of but negates everything that was said previously by the customer. The customer then feels alienated and disrespected. It says to the customer, “You discounted or ignored everything I just said and you are going on with your agenda. Well, you don’t respect me, so I won’t respect your solution.”
The Solution
Replace the use of but with this powerful, positive word that will make the customer feel like he is are a part of the solution, put a smile on his face, and change the mood to the positive…the word is and. And is an inclusive word. If you think about it, and in math equals the function of addition. The use of and says to your customer, “I value what you just said, and we will take that into consideration as I share my solution with you.”
Remember, 90% of satisfying the customer is making the
customer feel like you are listening to them. The use of and says to the customer I am listening to your input.
Lets apply this to the above scenario:
Customer: “Why don’t you just do it this way, and it will take care of the situation.”
Customer Service Person: “I understand what you are saying, and we can to do it this way.”
As you can see it is a more positive response to the customer’s feedback. Instead of the customer being on the opposite side of your solution by using the word and you create a bridge for the customer to cross to consider your solutions. Bottom line, your customer is more likely to quickly accept your solutions.
So, if possible, record yourself in a conversation so that you can see where you are using but. Then work at substituting and in place of but. It may feel a little awkward at first. However, the more you use and the smoother it will sound and you will see immediate results. The benefits are less stress for you, positive customer service situations, and happier customers. Remember, leave your buts behind and you, too, will provide great customer service.
About the Author
Ed Sykes is a professional speaker, author, and success coach in the areas of leadership, motivation, stress management, customer service, and team building. You can e-mail him at mailto:esykes@thesykesgrp.com, or call him at (757) 427-7032. Go to his web site, http://www.thesykesgrp.com, and signup for the newsletter, OnPoint, and receive the free ebook, "Secrets, Stories, and Tips for Marvelous Customer Service."
|
|
|
|
|
|