When customers email us, they may be angry or confused. These feelings can prevent them from accepting our answers. To move customers from emotional to rational, learn how to acknowledge a their feelings, even if you don't agree with them.
- When you're reading an email from a customer…does the image of a toddler having a tantrum…sometimes pop into your head?…Sometimes the fierceness of our customers feelings…can be surprising.…For our response to be effective in those situations…we need to help the customer get past their feelings…and begin thinking.…One way to do that is to acknowledge…the customer's feelings.…When our customers email to express those big, big feelings…we need to acknowledge the feelings…without necessarily agreeing…that those feelings are justified.…
For example, if a customer emails your hotel…to say that he was disgusted because the tiny bar of soap…on the vanity was unwrapped…you may think, oh my sir, you need to get a life.…Of course, what you really should do is respond…and acknowledge the customer's feelings.…You might not agree with the customer's feelings,…but ignoring those feelings won't make them go away…and it may cause the email exchange…to go on longer than it should.…One reason to acknowledge the customer's feelings…
- Reading emails carefully
- Anticipating follow-up questions
- Answering all of the customer's questions
- Handling difficult questions
- Explaining your process to the customer
- Paraphrasing the customer's situation
- Acknowledging the customer's feelings
- Apologizing when appropriate
- Avoiding clichéd language
- Demonstrating empathy and sincerity in your writing
- Building rapport
Skill Level Beginner
Customer Service Foundations (2014)with Jeff Toister1h 57m Beginner
Managing a Customer Contact Centerwith Brad Cleveland1h 31m Intermediate
1. Answer the Customer's Question
2. Show Customers You've Read Their Email
3. If You Must Apologize, Be Sincere
4. Customize Templates to Avoid Sounding Robotic
5. Build Your Email Writing Skills to Build Your Career
Self evaluation3m 24s
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