When dealing with an unhappy customer, it is important to choose your words carefully.
Don't use "always," "never," "must," or "you have to". Use "however" instead of "but".
The red flag goes up when a customer hears, "it's against our policy". Instead, say "it's not within our normal procedure or approach".
If you don't have an understanding of non-verbal communication, the best words will fail.
The meaning of words accounts for only 10% of a message. Voice tone and body language account for 90%. Don't roll your eyes or shrug your shoulders, if your customer asks you to do something that is out of ordinary. If it's something you can't or won't do, tell the customer " I apologize; however, I am unable to do that for you". If they ask why, state "once again I apologize but it is not within our normal procedures or approach".
Remember, it's not what you say but how you communicate what you are saying. Treat each customer as if they were your only customer with dignity and respect. One because it is the right way and two because that is the way we wish to be treated.
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The Bane-Clene® Team