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Customer Service
Article
Leave Your “Buts”
Behind for Great Customer Service
By Ed Sykes
How
many times have you heard something similar to this in a customer service
situation?
Customer:
“Why don’t you just do it this way, and it will take care of the situation.”
Customer Service Person:
“I understand what you are saying, but we can to do it this way.”
Then
the situation magically goes downhill from there and it is difficult to win back
the customer.
What Happened?
The
customer service person used the one word that has a powerful negative effect
when dealing with customers. The one word, if you can imagine, brings out the
horns on the customer’s forehead, turns his face red, tightens his teeth, and
clinches his hands…the word is
but.
This
is because but
is an exclusive word. The use of
but
negates everything that was said previously by the customer. The customer then
feels alienated and disrespected. It says to the customer, “You discounted or
ignored everything I just said and you are going on with your agenda. Well, you
don’t respect me, so I won’t respect your solution.”
The Solution
Replace the use of
but
with this powerful, positive word that will make the customer feel like he is
are a part of the solution, put a smile on his face, and change the mood to the
positive…the word is
and.
And
is an inclusive word. If you think about it,
and
in math equals the function of addition. The use of
and
says to your customer, “I value what you just said, and we will take that into
consideration as I share my solution with you.”
Remember, 90% of satisfying the customer is making the customer feel like you
are listening to them. The use of
and
says to the customer I am listening to your input.
Lets
apply this to the above scenario:
Customer:
“Why don’t you just do it this way, and it will take care of the situation.”
Customer Service Person:
“I understand what you are saying,
and
we can to do it this way.”
As you can see it is a more positive response to the
customer’s feedback. Instead of the customer being on the opposite side of your
solution by using the word and you create a bridge for the
customer to cross to consider your solutions. Bottom line, your customer is
more likely to quickly accept your solutions.
So, if possible, record yourself in a conversation so that
you can see where you are using but. Then work at substituting
and in place of but. It may feel a little awkward at
first. However, the more you use and the smoother it will sound
and you will see immediate results. The benefits are less stress for you,
positive customer service situations, and happier customers. Remember, leave
your buts behind and you, too, will provide great
customer service.
Suggested Reading:
Bad Customer Service Is Not So Funny: Five Secrets to
Giving Outstanding Customer Service
Five
Secrets to Showing Your Customers You Really Care: Creating Empathy
Check Yourself for Outstanding Customer Service
Leave Your
"Buts" Behind for Great Customer Service
Ten Customer Service Secrets to Win Back Customers
Getting Back to
Basics: A Customer Service Tale
Show Your Customers You Care
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