Outstanding Customer Service - The Art of Saying No
January 29th, 2010 |
Customer retention is a critical success factor in any business. Supporting customers can be a rewarding experience as you answer questions, solve problems and make everyone happy. But, not every situation you run into will allow you to resolve the problem. The art of saying “No” to a customer is undoubtedly one of the areas that a customer sales or service representative will need to develop over time.
Is the customer always Right? Not always. It is a 100% guarantee that you will run into situations that require you to tell the customer that the product, service or their interpretation of the contract are not accurate or their level of service does not allow you to give them what they are asking for.
Although a customer is an important aspect of any business, it can be a diverse and difficult animal to tame. Customers are people and can have varied opinions, backgrounds and personalities. Establishing a rapport with each person on the phone is a skill you will learn as you develop and become more experienced. Unfortunately, some people feel that if they have purchased a company product or service, they are entitled to certain things that may or may not be available to them.
For example, if you are supporting a specific washing machine, the customer may call up indicating the machine is not performing as expected and want the company to fix it right away.
A Sample Dialogue my go like this:
CSR: Good Morning, Customer Service, this is Montgomery how may I help you?
Customer: Yes, I have a Problem, your Washing machine is not working.
CSR: Understood, can you tell me what the issue is?
Customer: It does not power on.
CSR: How long have you owned it?
Customer: 12 years last month
CSR: Did you purchase the Extended warranty?
Customer: No, I did not think I needed it at the time.p>
CSR: Unfortunately, the washing machine is under a 10 year warranty. We can send someone out, but it would be a billable service call.
Customer: I see, I think it may be better to purchase a new one… Thanks for your help.
A clear understanding of their issue is paramount to getting them to feel you are on their side and sincere in your wanting to help them through the issue.
Sincerity is key to successfully getting them to understand that nature of your position. treating them with respect and dignity will go a long way in making them feel you are on their side but the solution may be out of your control or not available at all.
Customer Sales and Service roles are not always easy to perform, but can be a valuable asset to keep the customer happy. Outstanding customer service is easier if you are in sincere in respecting the customer and their needs.
Customer retention strategies are crucial to keeping customers happy and business alive. Find out more at http://gravitygarden.com/build-customer-loyalty/index.html.
