Whether taking a service request or handling a complaint, show respect to the caller. Be polite and utilize positive and reassuring responses. If you have to put the customer on hold, ask them “will you please hold for a moment” and always remember the universal “magic” responses “please” and “thank youĂ. Quoting company rules doesn’t go over very well with a customer. Everyone knows there are rules but referring to them in almost apologetic terms will soften them and hopefully the customer’s reception will therefore be better. Using technical or industry related terms will not only alienate the customer but it is a major faux pas. The customer does not wish to become an expert in your industry all they want is good service or a resolution to their issue. That said, if the customer uses industry related terms or poses pointed questions do not shy away from them. They may have had previous experiences with other or your Company and have enough knowledge to ask relevant questions or make pointed remarks. Listening is the key to success in customer relations. By asking fact finding questions and then listening and responding thoroughly to the answers, you will Show Respect. Related Articles and Information:
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Friday, August 04, 2023
SHOW RESPECT
