What not to say:
What’s your name again?: When a customer is talking, listen carefully, especially to their name. If you keep on asking for his or her name, your customer will become irritated and feel unheard.
That's not my job: Even if it’s not your department, try to come up with an explanation for the client, or assign the problem to the right person.
You are wrong: Don’t ever say to a client that he or she is wrong. Rather assure the client that you understand where he or she is coming from, then attempt to resolve his or her dispute.
I will get back to you as soon as I can: Be specific about when you are going to follow up on a customer’s inquiry. Don’t ever leave the customer wondering when you will get back to him.
Silence: Try to avoid silences when the customer is detailing his problem. Clarify what you have heard and ensure you understand what is going on.
What you should say:
Call the client by his or her name: To show that you are listening to your client, ensure that you use his name when addressing him. This will also help the client to feel more appreciated.
How may I help you: The buyer wants you to say you are going to help her, not simply transfer her without listening to what she is going to say.
Apologise: Listen to what the customer says and apologise for any inconvenience the customer has been subjected to.
I will deal with your problem: Come up with a solution on how you are going to attend to the situation. If you can’t: Then be honest with the client by telling him you are going to hand over the problem to someone who is capable of doing so.
I know how you feel: Put yourself in his shoes and tell the client you understand how he feels.
Staff Training is a soft skills training provider. Contact us at (021) 839 3021 for more info or email us.