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9 Customer Service Phrases That Pressure Cook Problems (and What to Say Instead!)

19 CUSTOMER SERVICE PHRASES THAT PRESSURE COOK PROBLEMS And What to Say Instead! | 1 Let me lock into that. This is too vague, and makes the customer feel put off. Instead, provide a clear plan of action, and when the customer can expect a solution. What to Say Instead? "I'm going to do some more research. I'will call you back with a sclution by 3pm today." те Unfortunately, no... There's always a better way to say no, besides just saying no. When people hear "no", they instantly tune you out. What to Say Instead? "Although we can't provide that, here's a better/similar option." 3. There's nothing I can do. There's always something you can do, even if it's offering a listening and understanding ear. What to Say Instead? "I understand your frustration. What can i do to help?" 4 Let me correct you on that. This statement makes you sound like you're on the defense, which automatically sets you up to be the bad guy. What to Say Instead? "I must not have explained that correctly, my fault!" 5 There musť've been a miscommunication. This is a passive aggressive way of placing the blame back on the customer. It will escalate the situation, and does nothing for problem solving. What to Say Instead? "I totally misunderstood your request. Let me fix it!" 6 l'm Sorry, l'm. sorry, l'm sorry. If you made an honest mistake, apologize. But don't use this as a filler for effective communication. Instead, work towards a solution. What to Say Instead? "I'm sorry you had to experience this, but don't worry, we'll make it right." 7 I have another call coming in, can you hang on? Avoid this whenever possible, as it makes the customer feel like his or her problem doesn't matter. What to Say Instead? "If you don't mind, l'm going to put you on hold while l figure out a solution." I don't have any record of your purchase/account. This statement will easily make the situation 10 times worse. What to Say Instead? "Did you order under a different name/address/phone number? While l look for your account, how can l help you today?" 69 That's not something I can do. If a solution is outside your scope of involvement, quickly send the call to a superior. What to Say Instead? "I can't make that call, but I know my supervisor will be happy to help. Let me transfer you right now." When Dealing with Disgruntled Customers, Remember These 5 Tips It's not a personal attack. Remember, they are voicing their frustrations with the company, not you. Don't shed a tear over their harsh words, instead focus on tackling the issue. 2 Be relatable. If it's appropriate, offer a personal anecdote. This reminds the customer that you're human, and might ease the tension. Don't dwell on the problem. Don't apologize 20 times, and let the customer go on and on about their experience. Acknowledge the problem, and then move on towards a solution. #@*! If you feel threatened, harassed, or violated, end the call or transfer to a supervisor. Offer an acceptable solution, and if this still isn't good enough, ask for help. You should never sacrifice your personal safety for the sake of customer service. Remember the good times. When dealing with a frustrated customer, remember all the positive phone calls you've gotten in the past. Channel that energy into your current situation. This infographic was brought to you by top SMS marketing provider, SlickText.com Give them a call today at 1.800.688.6290 to sign up for your free plan. :) ---.. .... ...... --... 8 2]

9 Customer Service Phrases That Pressure Cook Problems (and What to Say Instead!)

shared by SlickText on Nov 23
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When dealing with disgruntled customers, follow these simple do's and don't's.

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Slick Text

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Business
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