By Robert Bacal
The appropriate word for each state of affairs . . . each time you may have heard it one million instances: ''The patron is often right.'' yet let’s face it--sometimes the buyer is misinformed, burdened, or downright tough. the facility to deal with such buyers is what separates the intense expert from the typical worker. excellent words for customer support, moment variation, offers the language you wish for daily customer support situations--and contains uncomplicated, powerful innovations which could assist you meet even the main difficult purchaser wishes. grasp the simplest phrases and words for: Defusing undesirable events prior to they worsen dealing with lawsuits patiently and professionally pleasing consumers and lengthening revenues development long term relationships with vital consumers
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Additional resources for Perfect Phrases for Customer Service, Second Edition
Sample text
If you don’t have printed material available, you can jot down notes for the customer to take away. Customers see this as helpful and feel that you are going the extra mile. Provide Explanations You may be surprised by the idea that employees tend to take for granted that customers understand what they are saying. It happens all the time. Providing explanations means exactly this: you explain. Here’s an example. You could assume this is obvious, which would be a mistake,or you could explain the reasoning by talking about why your store has that policy, referencing any laws that might apply or that the policy exists to protect every customer.
Verbal Softeners People don’t respond well to language that sounds absolute, authoritarian, or harsh. For example,“We never make those kinds of mistakes” is very categorical and likely to antagonize even mild-mannered customers. ” The word “unlikely” is a verbal softener. ”“Perhaps”is the softener, but notice we’ve also replaced the word “mistake” with “misinterpreted,” a less harsh word. Verbal softeners are valuable tools in helping you appear more cooperative and likable to customers and to prevent conflict.
Provide Alternatives Similar to “Offer Choices/Empowering,”this is a simple technique to present alternative products, services, or actions that might apply to the customer’s situation. For example,“You can contact me by phone or e-mail, whichever is more convenient” provides two alternatives to the customer. What’s the difference between offering choices, as described earlier, and offering alternatives? 34 Customer Service Tools and Techniques When you offer choices, you usually ask the customer which alternatives he or she wants to pursue.