Want to know the biggest secret about great Customer Service? When it comes to delivering the best customer service experience, there are many books you can read, many training courses you can take, and many companies who have opinions on how to do this correctly, and all of these are really good resources. However, I want to focus on the most important resource...you. It has to be all about you, to work the best.
Topics: Customer Service Skills, Being Attentive, Communication
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When 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.
Topics: Memorable Interactions, Customer Service Skills, Communication
One of the most effective approaches is to take full responsibility for the lack of communication. After all, it may well be that your question was unclear. Why not give the other person the benefit of the doubt? You might confess you don't remember whether she gave you the information you needed...or acknowledge that you may not have grasped her explanation. Unless the person is being evasive, she'll be glad to comply.
- Jo-Ellan Dimitrius, Ph.D., and Wendy Patrick Mazzarella, Reading People
Topics: Problem Resolution, Teamwork, Communication, Etiquette, Difficult Situations
Not all questions are created equal. Learning how and when to utilize different types of questions and questioning techniques will mean the questions do the heavy lifting for you. You need to think: work smarter, not harder.
Topics: Communication, Discovery and Questioning Skills, Qualifying
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