Perfect phrases for customer service angry customers
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Perfect phrases for customer service angry customers

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Perfect phrases for customer service angry customers Presentation Transcript

  • 1. Perfect Phrases For Customer Service
  • 2. Be thankfulfor customers who complain. You still have the opportunity to make them happy.
  • 3. Mints on the pillow don’t mean a lotif the bed is not made. Focus on the basics first.
  • 4. If I go to a restaurant and the food is okay, but the service is great, then I’ll go back.If the food is great but the people aren’t, I won’t go back – and I’m in the cooking profession. Wolfgang Puck, Chef
  • 5. Agenda• Get in the right state of mind.• Dealing with Angry Customers.• Customer Service to LAST• Resources
  • 6. Why Learn Good CustomerService?• Manage your Expectations – And Theirs.• Improve your Work Life, and the Lives of your Customers. Respect Assure Perspective Listen Apologize Solve Thank Sympathize
  • 7. Rule #1
  • 8. Treat every customeras though they were your favorite celebrity, hero, friend, neighboror your grandma.
  • 9. Imagine that each customeris wearing a sign that says “Make me feel important.”
  • 10. Perspective
  • 11. If you break your neck, if you have nothing to eat, if your house is on fire, then you got a problem. Everything else is inconvenience.
  • 12. Pretend your next customeris a mystery shopper ready to reward you with $1000 for providing superior service.
  • 13. Angry Customers
  • 14. Four Magic Phrases
  • 15. That’s Interesting…
  • 16. That’s Interesting… #1 Tell Me More
  • 17. That’s Interesting… #2Why would you Do That?
  • 18. That’s Interesting… #3Why would you Say That?
  • 19. That’s Interesting… #4Why would you Ask Me That?
  • 20. Go into Computer Mode.
  • 21. • Go into computer mode. − Don’t take the Bait
  • 22. • Go into computer mode. − Don’t take the Bait − Speak generally, without Emotion
  • 23. • Go into computer mode. − Don’t take the Bait − Speak generally, without Emotion − Be an Automated Response System
  • 24. • Go into computer mode. − “People get irritated when they don’t immediately get the help they need.”
  • 25. • Go into computer mode. − “People get irritated when they don’t immediately get the help they need.” − “It’s very annoying to experience a delay in service response.”
  • 26. • Go into computer mode. − “People get irritated when they don’t immediately get the help they need.” − “It’s very annoying to experience a delay in service response.” − “Nothing is more distressing than feeling like you’re being passed around when all you want is help.”
  • 27. • Go into computer mode. − “Have I don’t something to personally upset you?” − "There is no need to yell or be loud to get my attention; I promise to give you that.“ − "I really want to help you, but your foul language is getting in the way."
  • 28. Focus on Feelings First
  • 29. • Focus on Feelings First − “Clearly, we’ve upset you, and I want you to know that getting to the bottom of this is just as important to me as it is to you.”
  • 30. • Focus on Feelings First − “Clearly, we’ve upset you, and I want you to know that getting to the bottom of this is just as important to me as it is to you.” − “I didn’t mean to get you upset; I’m sure we can resolve this.”
  • 31. • Focus on Feelings First − “Clearly, we’ve upset you, and I want you to know that getting to the bottom of this is just as important to me as it is to you.” − “I didn’t mean to get you upset; I’m sure we can resolve this.” − “Sorry, I didn’t mean to upset you. Here’s what I meant.”
  • 32. • Focus on Feelings First − “Clearly, we’ve upset you, and I want you to know that getting to the bottom of this is just as important to me as it is to you.” − “I didn’t mean to get you upset; I’m sure we can resolve this.” − “Sorry, I didn’t mean to upset you. Here’s what I meant.” − Why don’t you relax a little, and we’ll figure this out.
  • 33. Get Some Space
  • 34. • Get Some Space − “Why don’t you come in my office where it’s quiet and I can focus on what you’re saying.”
  • 35. • Get Some Space − “Why don’t you come in my office where it’s quiet and I can focus on what you’re saying.” − “Let’s step over here where it’s quieter and I can hear you better.”
  • 36. • Get Some Space − “Why don’t you come in my office where it’s quiet and I can focus on what you’re saying.” − “Let’s step over here where it’s quieter and I can hear you better.” − “Why don’t we step outside so you can have some privacy?”
  • 37. Calm them down.
  • 38. • Calm customers in the first line without using Leading Language.
  • 39. • Calm customers in the first line without using Leading Language. Leading: “I’m sorry you had to go through this; that would have really upset me, too.”
  • 40. • Calm customers in the first line without using Leading Language. Leading: “I’m sorry you had to go through this; that would have really upset me, too.” Sympathetic: “I’m sorry you had to go through this; I’m sure it wasn’t pleasant.”
  • 41. • Calm customers in the first line without using Leading Language. Leading: “Thank you for letting me know about this terrible experience.”
  • 42. • Calm customers in the first line without using Leading Language. Leading: “Thank you for letting me know about this terrible experience.” Sympathetic: “That must have been very frustrating for you.”
  • 43. Thank them.
  • 44. • Thank them for their input. - “Thank you for letting me know about this situation.”
  • 45. • Thank them for their input. - “Thank you for letting me know about this situation.” - “I appreciate your telling me your concerns.”
  • 46. • Thank them for their input. - “Thank you for letting me know about this situation.” - “I appreciate your telling me your concerns.” - “We appreciate customers telling us when things aren’t right.”
  • 47. • Thank them for their input. - “Thank you for letting me know about this situation.” - “I appreciate your telling me your concerns.” - “We appreciate customers telling us when things aren’t right.” - “Thank you for giving me the chance to help you address this matter.”
  • 48. • Thank them for their input. - "I am very sorry you feel that way. I hope you will give us another opportunity to serve you again in the future."
  • 49. Assure them you can help.
  • 50. Assure customers you can help. - “I am sure we can resolve this situation immediately.”
  • 51. Assure customers you can help. - “I am sure we can resolve this situation immediately.” - “I appreciate the opportunity to clarify any misunderstandings.”
  • 52. Assure customers you can help. - “I am sure we can resolve this situation immediately.” - “I appreciate the opportunity to clarify any misunderstandings.” - “I’m sure I can explain what happened and find a good solution.”
  • 53. Assure customers you can help. - “I am sure we can resolve this situation immediately.” - “I appreciate the opportunity to clarify any misunderstandings.” - “I’m sure I can explain what happened and find a good solution.” - “I need to hear your point of view and then talk to accounting department about why it happened.”
  • 54. - "I have full authority to resolve your concerns. Please give me the opportunity to fix this situation.”
  • 55. Get to the root of the problem.
  • 56. Get to the root of the problem. - “Start from the beginning and tell me what happened.”
  • 57. Get to the root of the problem. - “Start from the beginning and tell me what happened.” - “When exactly did this happen?”
  • 58. Get to the root of the problem. - “Start from the beginning and tell me what happened.” - “When exactly did this happen?” - “Can I see the notice? The specific wording will help me understand the situation.”
  • 59. Get to the root of the problem. - “Start from the beginning and tell me what happened.” - “When exactly did this happen?” - “Can I see the notice? The specific wording will help me understand the situation.” - “What did you say afterward?”
  • 60. Get to the root of the problem. - “Start from the beginning and tell me what happened.” - “When exactly did this happen?” - “Can I see the notice? The specific wording will help me understand the situation.” - “What did you say afterward?” - “Do you have any papers or e-mails that record this information?”
  • 61. Sympathize.
  • 62. Sympathize.But don’t blame your company or anyone in it.
  • 63. Sympathize. - “I know that must have been difficult for you.”
  • 64. Sympathize. - “I know that must have been difficult for you.” - “The situation must have seemed perplexing.”
  • 65. Sympathize. - “I know that must have been difficult for you.” - “The situation must have seemed perplexing.” - “Yes, there are a lot of words in the Bylaws.”
  • 66. Sympathize. - “I know that must have been difficult for you.” - “The situation must have seemed perplexing.” - “Yes, there are a lot of words in the Bylaws.” - “Websites can be difficult to navigate.”
  • 67. Sympathize. - “I know that must have been difficult for you.” - “The situation must have seemed perplexing.” - “Yes, there are a lot of words in the Bylaws.” - “Websites can be difficult to navigate.” - “I can see how you were confused.”
  • 68. Sympathize. - “I know that must have been difficult for you.” - “The situation must have seemed perplexing.” - “Yes, there are a lot of words in the Bylaws.” - “Websites can be difficult to navigate.” - “I can see how you were confused.” - “The industry language can be confusing.”
  • 69. Sympathize. - “I realize the wait you encountered was an inconvenience.”
  • 70. Sympathize. - “I realize the wait you encountered was an inconvenience.” - “It must have been very frustrating for you to wait all day for the technician, and for that I am sorry.”
  • 71. Don’t throw your co-workers under the Bus.
  • 72. Don’t throw your coworkers under the bus. Leading: “Which part of the bill did they get wrong?”
  • 73. Don’t throw your coworkers under the bus. Leading: “Which part of the bill did they get wrong?” Neutral: “Which part of the bill concerns you?”
  • 74. Don’t throw your coworkers under the bus. Leading: “Which part of the bill did they get wrong?” Neutral: “Which part of the bill concerns you?” Leading: “How did he insult you?”
  • 75. Don’t throw your coworkers under the bus. Leading: “Which part of the bill did they get wrong?” Neutral: “Which part of the bill concerns you?” Leading: “How did he insult you?” Neutral: “What did he say to you?”
  • 76. Then Don’t Waste a Breath.
  • 77. Don’t waste a Breath.- “I can explain that to you.”
  • 78. Don’t waste a Breath.- “I can explain that to you.”- “I believe I can help.”
  • 79. Don’t waste a Breath.- “I can explain that to you.”- “I believe I can help.”- “Let’s walk through the Rules & Regulations together.”
  • 80. Don’t waste a Breath.- “I can explain that to you.”- “I believe I can help.”- “Let’s walk through the Rules & Regulations together.”- “Why don’t you ask me questions, and I’ll help you understand.”
  • 81. Be There to Help.
  • 82. Be there to Help.- “The employee’s manager will talk to him and ensure this situation doesn’t recur.”
  • 83. Be there to Help.- “The employee’s manager will talk to him and ensure this situation doesn’t recur.”- “We’ll make a note on your record and ensure that this doesn’t happen again.”
  • 84. Be there to Help.- “The employee’s manager will talk to him and ensure this situation doesn’t recur.”- “We’ll make a note on your record and ensure that this doesn’t happen again.”- “Our truck will be at your home first thing in the morning.”
  • 85. Offer Solutions.
  • 86. Offer Solutions. When you can’t repair the problem as soon as your customers want, play up the positive side of what you’re doing.
  • 87. End on a Happy Note.
  • 88. End on a happy note.- “Thanks again for letting me resolve this issue.”
  • 89. End on a happy note.- “Thanks again for letting me resolve this issue.”- “I apologize again, and thanks for being so considerate.”
  • 90. Dear Customer:Thank you for notifying us of your complaint. We strive to provide you withthe best possible service, and when you feel that it fails to meet yourexpectations, it’s important for us to know.We’re sorry that you received service that prompted you to contact us with acomplaint, and we regret any inconvenience or frustration that yourexperience has caused you. To ensure that our staff conducts itself in amanner that reflects the high regard that we have for our customers, we’venotified the proper department of your complaint.Your patronage is important to us, and we hope that you’ll continue to give usopportunities to serve you.Thank you again for bringing these matters to our attention.Sincerely,
  • 91. Service Recovery to LAST
  • 92. Service Recovery to LAST•Listen
  • 93. Service Recovery to LAST•Listen•Apologize
  • 94. Service Recovery to LAST•Listen•Apologize•Solve
  • 95. Service Recovery to LAST•Listen•Apologize•Solve•Thank
  • 96. Listen- “I know you’re upset; I’m here to help you.”
  • 97. Listen- “I know you’re upset; I’m here to help you.”-“I understand what you mean.”
  • 98. Listen- “I know you’re upset; I’m here to help you.”-“I understand what you mean.”-“I see what you’re saying.”
  • 99. Listen- “I know you’re upset; I’m here to help you.”-“I understand what you mean.”-“I see what you’re saying.”-“That’s an interesting point.”
  • 100. Listen Phrases to Avoid
  • 101. Listen Phrases to Avoid- “I don’t want to argue with you.”
  • 102. Listen Phrases to Avoid- “I don’t want to argue with you.”- “Let’s discuss this peacefully.”
  • 103. Listen Phrases to Avoid- “I don’t want to argue with you.”- “Let’s discuss this peacefully.”- “I’m sure we can come to an agreement quickly if…”
  • 104. Apologize
  • 105. Apologize- “I’m sorry you felt you were not treated courteously.”
  • 106. Apologize- “I’m sorry you felt you were not treated courteously.”- “Your satisfaction is very important to me; please give me the chance to correct this situation to your satisfaction.”
  • 107. Apologize- “I’m sorry you felt you were not treated courteously.”- “Your satisfaction is very important to me; please give me the chance to correct this situation to your satisfaction.”- “I am very sorry we disappointed you . What can I do to regain your trust in SMG?”
  • 108. Apologize- “I’m sorry you felt you were not treated courteously.”- “Your satisfaction is very important to me; please give me the chance to correct this situation to your satisfaction.”- “I am very sorry we disappointed you . What can I do to regain your trust in SMG?”- “I’m sorry you were not satisfied with our service.”
  • 109. Apologize- “I’m sorry you felt you were not treated courteously.”- “Your satisfaction is very important to me; please give me the chance to correct this situation to your satisfaction.”- “I am very sorry we disappointed you . What can I do to regain your trust in SMG?”- “I’m sorry you were not satisfied with our service.”- “Please accept my apology for the time involved.”
  • 110. ApologizeBe careful not to over-apologize. You risk making the situation worse than it is, alienating customers even more and possibly setting yourself up for a lawsuit.
  • 111. Solve
  • 112. Solve- “I agree with many of your points. Let’s discuss ways we can address them.”
  • 113. Solve- “I agree with many of your points. Let’s discuss ways we can address them.”- “You’re right in saying…What do you think we should do?”
  • 114. Solve- “I agree with many of your points. Let’s discuss ways we can address them.”- “You’re right in saying…What do you think we should do?”- “Much of what you’re saying has validity; so let’s clarify some of the points.”
  • 115. Solve- “I think you’re right about some of those points. Let me update you about what we’re doing.”
  • 116. Solve- “I think you’re right about some of those points. Let me update you about what we’re doing.”- “Actually, I’m meeting with the Board on Friday to discuss this issue.”
  • 117. Solve- “I think you’re right about some of those points. Let me update you about what we’re doing.”- “Actually, I’m meeting with the Board on Friday to discuss this issue.”- “Let’s look at your concerns and see how we can address them.”
  • 118. SolveShow why the problem occurred, whether ornot the complaint was valid.
  • 119. SolveShow why the problem occurred, whether ornot the complaint was valid.- “You have the same name as one of our other customers, and our system confused the two.”
  • 120. SolveShow why the problem occurred, whether ornot the complaint was valid.- “You have the same name as one of our other customers, and our system confused the two.”- “We never received your address change form, and your coupons/notice went to the wrong address.”
  • 121. SolveShow why the problem occurred, whether ornot the complaint was valid.- “You have the same name as one of our other customers, and our system confused the two.”- “We never received your address change form, and your coupons/notice went to the wrong address.”- “This never happened before so we couldn’t anticipate it.”
  • 122. SolveDiscuss Objective Evidence- “According to your Bylaws, you can only...”
  • 123. SolveDiscuss Objective Evidence- “According to your Bylaws, you can only...”- “The Rules & Regulations require that we take those steps to avoid....”
  • 124. SolveDiscuss Objective Evidence- “According to your Bylaws, you can only...”- “The Rules & Regulations require that we take those steps to avoid....”- “Our customers indicated that they would prefer if we…”
  • 125. SolveDiscuss Objective Evidence- “According to your Bylaws, you can only...”- “The Rules & Regulations require that we take those steps to avoid....”- “Our customers indicated that they would prefer if we…”- “I understand your point; however, the Bylaws require that I…”
  • 126. SolveForward-Looking Phrases- “Every situation has downsides, I agree. Now tell me what you think we can do about them.”
  • 127. SolveForward-Looking Phrases- “Every situation has downsides, I agree. Now tell me what you think we can do about them.”- “We’ll address each of those issues when they come up.”
  • 128. SolveForward-Looking Phrases- “Every situation has downsides, I agree. Now tell me what you think we can do about them.”- “We’ll address each of those issues when they come up.”- “We’ve addressed each of those drawbacks in previous projects, so we have plenty of solutions we can apply.”
  • 129. Thank
  • 130. Thank- “Thanks again for letting me resolve this issue.”
  • 131. Thank- “Thanks again for letting me resolve this issue.”- “I apologize again – and thanks for being so considerate.”
  • 132. Thank- “Thanks again for letting me resolve this issue.”- “I apologize again – and thanks for being so considerate.”- “I appreciate your patience, and can assure you the situation is completely corrected.”
  • 133. More Information