If there’s one thing that Lizzio Development Group knows, it’s
good customer service. Customer Service
is essential for every business regardless of what industry they're working on,
and your employees should be trained on what behavior is acceptable and what
isn't. Sometimes phrases that seem
innocuous to us can seem very rude to some customers. When you're dealing with your customers, be
sure to avoid using these phrases.
Calm Down
When a customer is angry about something telling them to calm down is one
of the worst things you could say to them.
When you say the words "calm down", they hear "your
feelings aren't justified", and they'll only get angrier from there. Sometimes all people need to calm down is to
rant. Let the customer finish their
tirade, and after you're sure their finished engage them in a conversation to
solve the problem.
I don't know
You may just be the guy working the cashier, but to the customer you're
the guy who should know the answer to their questions. Customers expect every employee to be
knowledgeable about the store's products and services. Hearing an "I don't know" from an
employee makes the customer think that the employee is incompetent, or that the
business doesn't train their employees well.
Instead of saying I don't know, say "Let me find out". Those four words let the customer know that
you're dedicated to helping them, and willing to learn information to help
them.
Hold On
Even if you have a line of customers out the door, satisfying the
customer in front of you should be your top priority. If you tell a customer to hold on so that you
can serve someone else, they're going to think that you don't care about their
patronage. Instead of saying hold on,
ask to excuse yourself for a moment and assure them that their needs are
important to you.
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