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Sep 9, 2014 · We understand that our customers know their market, and they understand that we know design and development. An easy way to break that trust and understanding is by disrespecting the other half. “Obviously” does just that.
May 9, 2016 · If they were truly concise they would realize they can simply do without the extra word. Contrast, "Obvisouly we need to keep travel costs down this year." versus the same statement without the "obviously."
- “I Can’T Help with that.”
- “You Misheard me.”
- “I Don’T know.”
- “I Don’T See Your Account Information in Our Database.”
- “Calm down.”
- “Uhh,” “Umm,” and The Like
- “That’s Just A Glitch.”
- “Let Me Put You on hold.”
- “That’s Not Our fault.”
- “What You Should Have Done was…”
This statement is a common one—after all, there may be many problems someone calls with that a particular agent, or even your company in general, can’t help with—and yet, saying so directly is negative phrasing and creates a dead end in the conversation. Instead, say what you can do. For example: “I’d love to help with that, let me _______” You may...
Avoid directly blaming the customer for any miscommunications or problems. While you might feel the customer is at fault, they are almost certainly less knowledgeable and familiar with the product or service than you are, which means they are at a disadvantage when it comes to communicating about the situation. Instead, clarify both what the custom...
While agents can’t know the answer to every question immediately, saying so directly can make agents seem untrustworthy. Instead, build up customer confidence and trust by demonstrating that you’re committed to getting customers accurate facts and double-checking solutions. For example, instead of just saying, “I don’t know,” you could say: “Let me...
If you have a modern CRM and call center software, this shouldn’t be happening often. If it is happening frequently, it’s time to consider upgrading your call center software so you can keep customer information and data updated and easily accessible to all agents. An outsourcing team like Global Responsecan take care of this migration for you so t...
Telling someone to calm down rarely has the intended effect. Similarly with phrases like, “No need to get so worked up about it,” or “I don’t understand why you’re so frustrated.” These customer service phrases shut down the connection between you and the customer, and demonstrate to them that your brand doesn’t care about how they feel. Instead, l...
These normal vocal pauses are common in everyday speech, but in customer service, they can insinuate a lack of confidence. When speaking with customers, agents should be careful to avoid these types of pauses and instead speak confidently and clearly. If agents need to pause to collect their thoughts, simply pausing for a moment or saying something...
While there may very well be glitches or bugs in your product from time to time, stating as such can discredit your own product—so be careful to have agents stay away from this. It can also make customers feel that their problem is minimized by blaming an unpredictable product. Instead, try to say something like: “Hmm, this definitely does seem lik...
While it’s often unavoidable to put a customer on hold or double-check something for them, it’s essential to avoid giving vague or unclear information to customers. Set expectations clearly by giving the customer an understanding of (a) what you’re going to do while you put them on hold, and (b) approximately how long the hold is going to take. For...
While this statement may very often be true, it doesn’t help anyone. Not only will it upset customers—who are expecting you to take responsibility for, and solve, their problems—but it will also make your brand seem irresponsible and defensive, which is bad for customer satisfaction and brand perception. Instead, say something like: “I’m so sorry t...
Blaming the customer for the problems they’re experiencing is never productive. While the customer may have made a mistake or contributed to the problem they’re now experiencing, centering their faults or responsibility in the problem rather than emphasizing the current solution doesn’t help build trust or loyalty. Instead, it mostly breeds resentm...
Dec 7, 2022 · Objection handling is when a prospect presents a concern about the product/service a salesperson is selling, and the salesperson responds in a way that alleviates those concerns and allows the deal to move forward. Objections are generally around price, product fit, or competitors.
Jun 11, 2021 · 1. Identify the three most likely obstacles and ask the prospect to choose one. “That’s totally understandable. Most of our customers need time to think it through. Could it be that you’re worried about the cost, implementation, or not being too sure about what you’ve heard from us?" Stop talking after you say this.
Jun 8, 2015 · How do you currently handle it when your prospect gives you the stall, “I need to think about it”? If you’re like most sales people, you might give a wimpy, half-hearted response and then ask when you can call them back. That doesn’t feel too good, does it? Let’s face it, whenever you get this […]
People also ask
How many times do customers say no before they say yes?
Should you tell a customer no?
Do I need to say 'Obviously'?
Can You say'sorry' to a customer too many times?
How do you respond to a customer's objection?
What do you say if you don't understand your business?
Oct 4, 2018 · In the business world, this means trying to understand what consumers and clients are saying, and responding to them in ways that reflect that understanding. For the most part, however, the...
