One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as quickly as does its close cousin — “That’s our policy.” Everyone has heard the “We can’t” phrase before, and we’ve heard it used in situations in which we could imagine a reasonable alternative.
Latest "Communication Skills" Posts
Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results. This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service.
by Nancy Friedman
Do you know what the number one skill in sales and service is?
Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques to make us better listeners?
by Nancy Friedman
If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.
Having a solid strategy in place to handle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship.
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service
My entire career has been focused on developing ways to help companies communicate better with their customers.
Great customer service is sought by most everyone. Businesses go out of their way to give good customer service.
By Nancy Friedman, The Telephone Doctor
Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner or manager find out what the customer really likes or dislikes?
Well, your customers have told us what they may not tell you.
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients.
For instance, one forbidden response is, “I don’t know” Replace this with “That’s a good question, let me check and find out!”
Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that – having never met him… but his note was paper clipped to a page which explained why he did.
The page he paperclipped was an article I had written a few months earlier that ran nationwide.(In this case “the Chicago Sun Times – Phone Dr.
by Jared Grafman
The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch. Why did those businesses fail? What makes Millennials so different from Generation X or Baby Boomers?
Not much beyond technology.
STOP TELLING CUSTOMERS HOW GREAT YOU ARE…..AND START SHOWING THEM!
If you’re in the business of satisfying customers, the only thing that matters is what you DO
It’s almost a cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that…bragging about how much you care.