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Do This, Not That: Thank The Customer First

Posted by Jana Love

Aug 8, 2017 9:03:00 AM

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Topics: Memorable Interactions, Being Attentive, Communication

ProTip: Sticking Your Foot in the Door (Carefully)

Posted by Michelle Nitchie

Aug 1, 2017 9:04:00 AM

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"If you accept this price, I'll have a lot more work for you in the future."  Agree to this deal only if the following points are true:

  • You get the commitment to future business in writing. 
  • You know exactly how much future business there will be and exactly how much of it will come your way.  
  • You can afford to do the work or provide the goods at the lower rate.

Michael C. Donaldson, Negotiating for Dummies

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Topics: Business Skills, Negotiation, Decision Making

Say This, Not That: Find a Better Way to Deliver "No"

Posted by Jana Love

Jul 25, 2017 9:14:00 AM

SayThisNotThat (072517).pngWhen dealing with customers, you can clearly convey "no" without ever having to say the word. For example, iInstead of "no, we don't have that," try saying, "I certainly see how that would be useful and helpful, but I'm afraid we don't have that at this time," or "While we don't currently have what you are looking for, we appreciate knowing what you want so that we can continue to improve our service." Positive language, delivered correctly keeps the door open for future customer interactions, and the customer will not feel as though it was a waste of their time. 

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Topics: Memorable Interactions, Customer Service Skills, Communication

Are You Cut Out To Deal With Difficult Customers? 5 Quotes That Help

Posted by Katie Scheer

Jul 18, 2017 12:32:06 PM

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You are in business, which means you have customers that have absolutely made you feel this way.  We have all been put in that tough position of dealing with a very unhappy, angry, and/or irrational customer, and at times, we have a hard time keeping our cool.  Here are some simple quotes (that we are revisiting from before), along with my take on them, which will give you advice and tips for handling these tough customers and situations...

 

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Topics: Customer Service, Negotiation, Difficult Situations

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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