Everyone sure learned that lesson this past week! The news is giving us all a lesson. If you say you’re joking but the words are mean, you’re NOT joking, you’re mean. In all our classes we teach Customer Service Reps to be kind in word and in deed. Sarcasm just doesn’t work. Words that deride the company you work for make your business suspicious. Hedging on speaking the price makes the customer fearful and nervous. Let’s use words that communicate what we really mean. L-A-M-A Lessons on AMAZON . . .
Instead of: “I understand your concern.” This almost always sounds canned and expressionless…say this instead and mean it. “We are so sorry that happened. You did the right thing to call and you have the right person. I will get on it immediately. What happened exactly?”
“What is your account number, do you happen to have that handy?”
Instead of: “Why do you want to cancel?”
Demonstrate you care by acknowledging the customer has the right to change his or her mind and you just want to know why so that you may find a way to solve, dissolve, or resolve the matter completely. NEVER ask “Why?”
Say THIS: “I am so sorry to hear that. Our job is to assist you with your account and any other thing that may make your experience with us a good one. May I ask what caused you to make that decision?”
Check out the words you use and the intent behind the words. Make sure the words express what you want to say in a way that makes it easy for your customer to hear and to make it safe for him or her to express whatever he/she wants. When your INTENTION is clear, you will quickly be able to express what you really mean. You don’t have to say “Please don’t leave us! We hate when that happens.” (Even if it is what you wish you could say.) Ha Ha … see, you laughed. Now you get my INTENTION.