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How many times have you heard something similar to this in acustomer service situation?Customer: Why dont you just do it this way, and it will takecare of the situation.Customer Service Person: I understand what you are saying, butwe can to do it this way.Then the situation magically goes downhill from there and it isdifficult to win back the customer.What Happened?The customer service person used the one word that has apowerful negative effect when dealing with customers. The oneword, if you can imagine, brings out the horns on the customersforehead, turns his face red, tightens his teeth, and clincheshis hands the word is but.This is because but is an exclusive word. The use of butnegates everything that was said previously by the customer. The customer then feels alienated and disrespected. It says tothe customer, You discounted or ignored everything I just saidand you are going on with your agenda. Well, you dont respectme, so I wont respect your solution.The SolutionReplace the use of but with this powerful, positive word thatwill make the customer feel like he is are a part of thesolution, put a smile on his face, and change the mood to thepositive the word is and. And is an inclusive word. If youthink about it, and in math equals the function of addition. The use of and says to your customer, I value what you justsaid, and we will take that into consideration as I share mysolution with you.Remember, 90% of satisfying the customer is making the customerfeel like you are listening to them. The use of and says to thecustomer I am listening to your input.Lets apply this to the above scenario:Customer: Why dont you just do it this way, and it will takecare of the situation.Customer Service Person: I understand what you are saying, andwe can to do it this way.As you can see it is a more positive response to the customersfeedback. Instead of the customer being on the opposite side ofyour solution by using the word and you create a bridge for thecustomer to cross to consider your solutions. Bottom line, yourcustomer is more likely to quickly accept your solutions.So, if possible, record yourself in a conversation so that youcan see where you are using but. Then work at substituting andin place of but. It may feel a little awkward at first. However, the more you use and the smoother it will sound and youwill see immediate results. The benefits are less stress foryou, positive customer service situations, and happiercustomers. Remember, leave your buts behind and you, too, willprovide great customer service.
Check,Yourself,for,Outstanding