Leave Your Buts Behind for Great Customer Service
- Update Date:2007-03-17
How many times have you heard something similar to this ina customer service situation? Customer: ?hy don? you just do it this way, and it willtake care of the situation.?br /> Customer Service Person: ? understand what you aresaying, but we can to
How many times have you heard something similar to this ina customer service situation?
Customer: ?hy don? you just do it this way, and it willtake care of the situation.?br />
Customer Service Person: ? understand what you aresaying, but we can to do it this way.?br />
Then the situation magically goes downhill from there and itis difficult to win back the customer.
What Happened?
The customer service person used the one word that has apowerful negative effect when dealing with customers. Theone word, if you can imagine, brings out the horns on thecustomer? forehead, turns his face red, tightens his teeth,and clinches his hands?he word is but.
This is because but is an exclusive word. The use of butnegates everything that was said previously by thecustomer. The customer then feels alienated anddisrespected. It says to the customer, ?ou discounted orignored everything I just said and you are going on withyour agenda. Well, you don? respect me, so I won? respectyour solution.?br />
The Solution
Replace the use of but with this powerful, positive word thatwill make the customer feel like he is are a part of thesolution, put a smile on his face, and change the mood to thepositive?he word is and. And is an inclusive word. If youthink about it, and in math equals the function of addition.The use of and says to your customer, ? value what youjust said, and we will take that into consideration as I sharemy solution with you.?br />
Remember, 90% of satisfying the customer is making thecustomer feel like you are listening to them. The use of andsays to the customer I am listening to your input.
Lets apply this to the above scenario:
Customer: ?hy don? you just do it this way, and it willtake care of the situation.?br />
Customer Service Person: ? understand what you aresaying, and we can to do it this way.?br />
As you can see it is a more positive response to thecustomer? feedback. Instead of the customer being on theopposite side of your solution by using the word and youcreate a bridge for the customer to cross to consider yoursolutions. Bottom line, your customer is more likely toquickly accept your solutions.
So, if possible, record yourself in a conversation so that youcan see where you are using but. Then work at substitutingand in place of but. It may feel a little awkward at first.However, the more you use and the smoother it will soundand you will see immediate results. The benefits are lessstress for you, positive customer service situations, andhappier customers. Remember, leave your buts behind andyou, too, will provide great customer service.
Ed Sykes is a professional speaker, author, and successcoach in the areas of leadership, motivation, stressmanagement, customer service, and team building. You cane-mail him at mailto:esykes@thesykesgrp.com, or call him at(757) 427-7032. Go to his web site,http://www.thesykesgrp.com, and signup for the newsletter,OnPoint, and receive the free ebook, "Secrets, Stories, andTips for Marvelous Customer Service."
