Important words for customer service

Today's Business Lessons

Important words for customer service
 

BUSINESS MATTERS (BEYOND THE BOTTOM LINE) 

By Francis J. Kong  

(The Philippine Star) Updated July 22, 2012 

Author Mac Anderson gives us a list of important words for customer service. The list is an illuminating reminder of how uncomplicated it is to make customers feel loved. Famous author and motivational speaker Zig Ziglar said, “People don’t care how much you know, (or what you sell, or what type of service you provide) until they know how much you care!”

Let me share with you the list, with my own commentary:

The 10 Most Important Words: “I apologize for our mistake. Let me make it right.”

When something goes wrong, most people merely want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right.

I had a customer service horror experience. I called up the hotline to complain. I was waiting for an apology, but all I got was an excuse. I promised never to do business with that company again. If the leadership of that company is not willing to invest in training their people on the proper way to do customer service, then I’m sure they won’t care for me. They probably won’t care for anything else. And so they shouldn’t have my business.

So service providers and customer service people (actually, everyone): NEVER MESS UP AN APOLOGY WITH AN EXCUSE!

The 9 Most Important Words: “Thank you for your business. Please come back again.”

Repeat customers cost less than new customers and are often more loyal.

The 8 Most Important Words: “I’m not sure, but I will find out.”

It’s OK if you don’t know the answer; it’s not OK to make the customer keep searching for it. That’s your job.

The 7 Most Important Words: “What else can I do for you?”

Be prepared to go the extra mile. There’s less competition there.

The 6 Most Important Words: “What is most convenient for you?”

Your customers will be pleasantly surprised when you ask what’s convenient for them.

The 5 Most Important Words: “How may I serve you?”

This question reinforces your role in the relationship. Play that role the best you can.

The 4 Most Important Words: “How did we do?”

Feedback is critical! Your customers have a unique perspective, and they appreciate being asked.

The 3 Most Important Words: “Glad you’re here!”

Customers who feel welcome spend more time, more money and are more likely to return.

The 2 Most Important Words: “Thank you.”

Basic manners... but how often do you get thanked when you’re the customer?

The MOST Important Word: “Yes!”

Become a yes person!

Customers hate hearing the words, “I’m sorry but it’s against our company policy!”

Always offer a solution not a roadblock.

Empathize. The customers may not be right all the time, but it’s not your job to prove them wrong. Your job is to help them solve their problem.

Excellent customer service, as I keep saying, is simply “the art and science of inconveniencing yourself for the convenience of others.”

It’s like “loving your neighbors as you love yourself.”