Join Jeff Toister for an in-depth discussion in this video Avoiding unpleasant surprises, part of Working with Upset Customers.
- Customer service employees often set expectations … about what will happen next. … How long will it take for an order to arrive? … How long will it take to solve the problem? … Will the boss be willing to make an exception to a policy? … In these situations, … it's natural to want to make customers feel good, … like we're approaching their problem … with a sense of urgency. … But if we're not careful, … we can set customers up for a big disappointment. … That's because customers tend to hear the best-case scenario … when we aren't specific and clear. … Here a few examples. … If you say, "Your order will be delivered … "in five to seven days," … customers will hear five days. … If you say, "I'll get right back to you," … customers will think you'll get back to them … in a few minutes, even if you really meant a few hours. … And if you say, … "I'll check with my boss … "and see if she can make an exception to our policy," … the customer will believe that the exception will happen, … even if it's really unlikely. …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words