I researched a lot for some content like this when I was working
on a project and looked up on the internet for relevant material, however I
didn't find any. I just had a thought that there might be a lot of people
looking for such kind of content just the way I did. That's exactly why I
posted this. Enjoy the read!
Joel
Nine things you should never say to a customer.
The
words that you use with customers can help you communicate effectively...or can
sometimes generate bad feeling.
Here
are three vital things to remember:
1.
NEVER blame the customer. When trying to find what went wrong, use the indirect
approach or ‘I’ statements. ‘I can see that you are very upset. Could you tell
me exactly what happened?’
2.
Avoid giving orders: ‘You have to …’ The customer doesn’t HAVE to do anything.
3.
State what you CAN do – not what you CAN'T do. Replace ‘I can’t do that’ with
‘I don’t have the authority to take that action, but I’ll get my supervisor to
contact you. What's the best time to catch you?’
Here
are 9 Forbidden Phrases ...
and a
few strategies for turning negatives into positives.
1.
NEGATIVE PHRASE
'Are
you sure?'
Explanation:
It sounds as if you don’t believe the customer.
POSITIVE
WAY TO HANDLE THE PROBLEM
“That’s
most unusual. Would you mind telling me exactly what happened?”
2.
NEGATIVE PHRASE
'You’re
confusing me....'
EXPLANATION:You're
blaming the customer for confusing you.
POSITIVE
WAY TO HANDLE THE PROBLEM:
Always
attribute any blame to yourself, rather than the customer. Say: "I'm
sorry, but I'm not clear about the problem. Would you mind telling me exactly
what's wrong please?"
3.
NEGATIVE PHRASE
'What’s
the problem this time?'
EXPLANATION:You're
inferring that the customer is a troublemaker. Even if he is, you don't need to
come on so strong.
POSITIVE
WAY TO HANDLE THE PROBLEM
'How
can I help you, Mr Smith?'
4.
NEGATIVE PHRASE
'You’re
wrong......'
EXPLANATION:
Never
tell the customer they are wrong! Assume the blame for not understanding the
problem to avoid an all-out war. (You will NOT win!)
POSITIVE
WAY TO HANDLE THE PROBLEM:
"There
seems to be a misunderstanding"
5.
NEGATIVE PHRASE
'No
one else has complained .......'
EXPLANATION:This
infers that the customer is a first-class whinger.
POSITIVE
WAY TO HANDLE THE PROBLEM:
'Would
you mind telling me what happened?
6.
NEGATIVE PHRASE
'Who
told you that?'
EXPLANATION:This
infers that there's a problem within your team and you are trying to fix the
blame onto someone.
POSITIVE
WAY TO HANDLE THE PROBLEM:
'There
seems to be a misunderstanding. Would you mind telling me what happened?'
7.
NEGATIVE PHRASE
'It’s
not my job......'
EXPLANATION:As
far as the customer is concerned, it IS your job! Whoever answers the phone or
is on the desk IS the organisation to the customer and is responsible for
helping the customer.
POSITIVE
WAY TO HANDLE THE PROBLEM:
'Please
tell me how I can be of assistance and I will make sure that (the nominated
person) gets back to you on this.
8.
NEGATIVE PHRASE
'You’ll
have to .....'
EXPLANATION:The
customer doesn't HAVE to do anything. If you want their business, you
HAVE to look after them.
POSITIVE
WAY TO HANDLE THE PROBLEM:
'Would
you mind...?'
9.
NEGATIVE PHRASE
'It’s
company policy....'
EXPLANATION:This
is like a red rag to a bull. Give the reasons for the policy and you will
generate understanding instead of thoughts of murder. Most importantly, tell
the customer you want to help them...and mean it!
POSITIVE
WAY TO HANDLE THE PROBLEM:
'The
reason for this policy is ..... I really want to help you fix this problem. How
do you think we can reach agreement?'
Note:
Always work within your polices and procedures.
Follow
these simple guidelines and you'll find that your customers are much nicer to
work with....and they keep coming back....and your business continues to
flourish...and your staff keep their jobs...need I say more?
This
is an excerpt from the course 'Customer Service Magic'.
Empower
your staff to look after your customers and keep your business booming by
running your own course in your own workplace.
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