If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this.
I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final.
1. Show regret.
Your words of regret help you come across as genuinely concerned and helpful. When customers feel you’re concerned and willing to help, they’re more likely to accept your word as final. Saying something like, “I can appreciate how frustrating this must be for you” is perfect.
2. Sound confident.
It’s important that you sound confident when you tell the customer what you can’t do. Otherwise, some customers won’t take your word as final. They’ll push and ask to talk to someone higher up. Here are some of my tips for sounding confident.
- Slow down a bit.
- Enunciate and speak clearly.
- Relax. (Consciously try to release tension and anxiety.)
3. Assertively make your point.
Continue reading “5 Little Tricks To Get Customers To Accept Your Word As Final”
I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word.
You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month. You’re about to learn how to deliver bad news with confidence and in such a way that you minimize backlash from customers.
You can give a customer bad news easily and without fear of how your customer might respond when you use 4 Keys. When you have to deliver bad news to your customer, you need to:
Say what you have to say Assertively
Acknowledge how hard this is for the customer
Offer Options, when it makes sense
Let’s look at each key.
Key 1: Say What You Have to Say Assertively
Continue reading “4 Keys to Delivering Lousy News to Customers”
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class.
Here’s a description of the course:
Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in a variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.
- Communicating clearly
- Acknowledging the customer’s concerns
- Being open to additional questions
- Offering alternatives
- Reviewing customer service policies
- Communicating on the phone or via email
- Interacting with customers in person
Duration: 48m 13s
Watch Delivering Bad News to a Customer on LinkedIn and on Lynda.com Or, bring this training to your company.