Sometimes, what the customer is asking is impossible for you to do. In those cases, your best response is to use ACT statements. Learn how to use ACT statements on any customer call, email, or chat.
- Your customer demands to talk to a manager, … but right now, there's no manager available. … Or this complex situation. … The customer insists on knowing the precise location … of their package, but your system is telling you nothing. … Sometimes, what the customer is asking … is impossible for you to do. … In those case, your best response … is to use what my colleague Rich Franco, … a customer service manager, calls ACT statements. … Here's how it works. … Rich has his employees always make ACT statements, … part of the call, email, or chat flow. … The A is for Acknowledge the issue. … Before giving the customer your explanation … or telling them what they can't do, … you need to recognize the impact the issue has on them. … Here are some ways to acknowledge. … I know you're anxious to receive your package. … Or, I'm sorry that there's been no follow-up … with you as promised. … Next, you need to express care or concern. … When you combine your acknowledgement with care and concern, …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.