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May 26, 2016 · The most common question is, “What if the person you are asking doesn’t know the answer to the question?” You need to understand what it really means when your client says, “I Don’t Know.” The...
- Ian Altman
You see, just because a potential customer says “No!” – it doesn’t mean that they’re not interested in doing business with you. The real reason could be: “I’m interested, but the timing’s not right.” “We’d love to, but we’re waiting to make a new hire.”
- “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...
- “No Problem” Saying that there is no problem might make the customer think that they were bothersome. Instead, when providing a solution to an issue, take ownership of the problem and let the customer know that you are happy to help.
- “I’m sorry you feel that way.” This phrase is passive-aggressive and makes the customer feel as though they are being blamed for a bad customer service experience.
- “I don’t know.” Excellent customer service requires strong listening skills to understand the customer’s needs and concerns. Avoid simply saying that you don’t know the answer because this might suggest you are unwilling to help.
- “You should have…” Accusing a customer of doing something wrong is not an effective customer service approach. If you sense that the customer has made a mistake, take a customer-centric approach and acknowledge their experience to build customer loyalty.
- One way to handle this objection is by simply agreeing to the customer by using the false sense of choice.
- Let’s think about this for a while, the previous sales objection was targeted towards a prospective customer that may or may not have been able to understand the product.
- Pivoting is another strategy. You can sell to a prospect that you don’t know anything about.
- Using social proof or citing how their competitors are using your product often helps. The goal is to open them up by: Either using social proof to leverage fomo.
Sep 4, 2019 · Here are three common misconceptions I’ve found when it comes to knowing your customer, plus tips on how to get it right. Misconception 1: All customers make considered purchases.
People also ask
What should a customer say if they don't know the answer?
What if a customer misunderstood you?
Why do customers say 'I will see what I can Do'?
Should you tell a customer no?
What does it mean if a customer says 'that's not my job'?
How do you respond if a customer is not interested?
Jun 2, 2020 · However, if you acclimatize to the ‘customer is always right’ policy, you could actually be hurting your business. You give empowerment to the rude customers, take a notch down on innovation, and eventually end up creating unpleasant experiences for other customers as well.
