Customer service is the next corporate goal. Often we face challenges in writing customer service emails, specially the frustrated and angry customers. Here I have explained how to compose quality emails to customers gathered from my experiences. I appreciate your time and effort you are taking to experience this presentation. I request you to provide me feedback on rik.iittm@gmail.com.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Email Writing : An email is the method of composing, sending, storing and receiving messages over electronic communication system. ... Email stands for electronic mail.It is the most preferred means of communication because it is cheaper and faster.
Empathizing for greater customer satisfactionAbhishek Mitra
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In this presentation, I have explained why empathising is necessary for improved customer service. Not only that, the presentation also highlights various ways by which we can induct it into our customer service reps.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Email Writing : An email is the method of composing, sending, storing and receiving messages over electronic communication system. ... Email stands for electronic mail.It is the most preferred means of communication because it is cheaper and faster.
Empathizing for greater customer satisfactionAbhishek Mitra
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In this presentation, I have explained why empathising is necessary for improved customer service. Not only that, the presentation also highlights various ways by which we can induct it into our customer service reps.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
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OBVA Virtual Experts Share The Effective Ways Of Handling Negative Feedbacks ...Office, Internet
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Feedback from buyers determine the growth of your Amazon online business. A buyer always expects quality products and services for the money they spent. In other words, they look for value for their money. Negative feedback comes when expectations are not met. Handling such feedback in a right and efficient way helps us get rid of them. As the store owner, you may contact the customer, understand the concern/reason for dissatisfaction and then work immediately to solve it. Once it is solved, you can request the customer to remove the feedback that they left since now the issue is solved by you.
Professional Virtual Assistants shares the effective ways to strengthen you, in these areas to overcome your negative feedback. Following are some useful tips to avoid negative feedback.
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
12 Customer Service Phrases You Can Never Go Wrong WithServetel
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The quality of your customer service delivery is either a deal-breaker or maker. Here are 12 customer service phrases that will help you provide an excellent customer service for your business.
10 DO's and DON'Ts in Customer Service for Hotels and RestaurantsBam Ramirez
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Today, I would like to take you to the basics and share with you a short and clear list of customer service essentials. Most of them are fairly common knowledge, and they won’t take you much effort
to follow, but still they are absolutely critical to ensure you perform your job professionally and serve your customers right.
Useful to all beginners and marketors.
Customer Relationship Management Practical Knowledge is created for my students. It has several books, slides and authors knowledge in summary. Thanks to all.
it is about why complaints are necessary for the companies. it is related to the marketing of the website and readers will get to know about how to tackle the situation.
Usage of English words is very essential for a successful and effective marketing strategy. Which words are neuro-psychological activators are very important to understand and analyse. In addition, the slogans of companies are also an important dimension to achieve the surprise. Without a catchy slogan, no company can flourish. Last but not the least, email appointments.
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RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
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Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
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HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
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Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
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Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
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At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
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Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Memorandum Of Association Constitution of Company.pptseri bangash
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A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
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Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
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Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
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Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Improving profitability for small businessBen Wann
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In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
1. HOW TO WRITE CUSTOMER
SERVICE EMAILS?
Rik Bhattacharjee
MBA (Indian Institute of Tourism & Travel Management – International Business)
Presently placed at Tata Consultancy Services, Kolkata, India
Formerly working with GPW, Houston, USA and Concentrix IBM, Gurgaon, India
2. •Customer care involves putting systems in place to maximize your
customers' satisfaction with your business.
•It is the prime consideration for every business and profitability depends
on keeping the customers happy.
•Don't neglect the importance of customer care in other areas of your
business. For instance, your warehousing and shipping departments may
have minimal contact with your customers - but their performance when
fulfilling orders has a major impact on customers' satisfaction with your
business.
WHAT IS CUSTOMER CARE?
3. •how well your product or service matches customer needs
•the value for money
•efficiency and reliability in fulfilling orders
•the professionalism, friendliness and expertise of the employees
•how well you keep your customers informed
•the after-sales service you provide
FACTORS CONTRIBUTING
CUSTOMER SATISFACTION
4. UNDERSTAND YOUR CUSTOMERS
•Once you have identified your most valuable customers or best potential
customers, you can target your highest levels of customer care towards
them.
•Another approach, particularly in the consumer market, is the obligation
to treat all consumers to the highest standard.
5. Information about your customers and what they want is available
from many sources, including:
•order history of the customers
•records of their contacts with your business (calls, emails, letters etc)
•direct feedback (if you ask them, customers will usually tell you what
they want)
•deviation individual customers' order patterns
•feedback about your existing range
•feedback from your customers about things they buy from other
businesses
•changes in the goods and services your competitors are selling
7. A Customer Asking for a Discount
Why this works: It’s empathetic (we know how they feel), personal (we
include information about them and their account) and still delivers value
(the consultation we’re offering increases the perceived value of
Groove).
8. A Feature Request You’re Not Going to Build
Why this works: It’s personal (we took the time to read the idea, and our
response makes that clear), it’s positive, and it still delivers value to the
customer.
9. An Angry Customer
Customer service trainer Robert Bacal, in his Defusing Hostile Customers Workbook,
outlines a simple system called CARP for dealing with angry customers:
CARP stands for:
Control
Acknowledge
Refocus
Problem-Solve
The first step is to be in control of the situation. That means not letting your customer’s
anger influence your own behavior. That is, don’t get angry back.
The next step is to acknowledge your customer’s feelings. Be empathetic and make it
clear that you understand that they’re upset.
Third, refocus the conversation on what’s most important: the actual problem at hand.
And finally, problem-solve: work to find a resolution to the customer’s complaint.
Robert Bacal (twitter.com/rbacal) Author, Trainer, customer service, management, performance appraisal, leadership, difficult customers
10. The CARP System
Why this works: It follows the CARP system
of control, acknowledge, refocus and problem-solve, and helps the
customer feel better by knowing that their problem is being taken very
seriously.
12. Why this works: It was informative (it included all of the details we knew
at that time, with no obfuscation), empathetic (we were clear that
we knew how terrible this was for our customers, apologetic and personal
(including Alex’s email address and the promise of a follow-up).
Note: just as important as saying the right thing in this situation is
making sure you keep updating your customers regularly until a
conclusion is reached. You hate being kept in the dark, and your
customers do, too.
14. Dear Esteemed Customer,
Thanks for your email to notify us of the difficulties you have been experiencing with
our mall recently.
We are very sorry for such destabilizing encounters you have been faced with. One of
our strengths is the way we respond to our customers promptly. Therefore, your recent
experience is unjustifiable.
I have discussed with our Sales Director at the Hill Stone Mall, and he has been
directed by me to make a complete refund and make a 10% discount on your
next purchase. I want to use this opportunity to tell you that I am sorry for the
difficulties you have encountered as a result of this problem. It is obvious from this
incidence that our assistant sales personnel require adequate training for effective
delivery.
Thank you for your understanding. For any other question or request for assistance,
you can call me directly on +2348157479837.
Best regards,
Ronald Johnson
Customer Service Manager
Dissatisfied Purchase Experience
15. Dear Mrs. Johnson,
I am very sorry about the difficulty you encountered recently before receiving your last
order from us. I understand that those products were required for urgent purposes.
Despite our effort to deliver your order on time using Skynet Express Delivery Service,
it’s quite unfortunate that we didn’t meet up with the time allotted for the delivery of
those products.
We are very sorry for truncating your plans for these products, and we will do our best
to ensure this never happens again. Already, we are discussing with other express
courier services to ensure our customers get their orders in time.
We promise to impress you when you make your next order. If you have any other
question or need further assistance from me, please feel free to call me directly on
+2348157479837.
Sincerely
Arnold Phillip
Delay of Customer Delivery
16. Dear Mr. George,
I agree with you that the latest Woculus Reader’s Journal which you ordered got to you
but has some missing pages. Despite this publication mishap, you read the journal and
kept it with you for at least two weeks.
I am sorry for this printing error on the copy of Woculus Readers’ Journal you
purchased. However, I can neither receive the return nor refund you as you demanded.
This is because of our company’s policy. We make refunds only for orders whose
complaints are received within two weeks of purchase.
We greatly esteem your relationship with our company and are very sorry for the
inconveniences you have suffered as a result of the printing errors in the Journals you
received from us. It is unfortunate that we cannot exchange the Journal at this time due
to our policies and the time it has spent with you.
We promise to offer you the best services possible always. Please accept our apologies
and feel free to call me anytime on +2348157479837.
Cordially
Tina Bash
Sales Director
Dissatisfied With Purchased Journal
17. Dear Ms. Edna,
Thank you for taking time out of your busy schedule to write us and express your
grievances on how our products and services do not meet up with your expectations.
At Growers United, our greatest desire is to ensure our customers are satisfied at all
levels and find the most suitable way to fix their problems without delay.
We will call you in few days to inform you on the methods we have adopted in resolving
the issues you have encountered with our products and services recently. Furthermore,
we will assess your complaints to deduct measures we can adopt to prevent issues of
this nature in subsequent times.
Please accept our sincere apology for the difficulties we have caused you. Our
aspiration is to keep you as one of our most valued customers, and we hope to serve
you better in subsequent times.
Thank you for your patronage.
Sincerely
Barney Phillip
Sales Manager
Dissatisfied Purchased Experience
18. Dear Mr. Maxwell,
Thank you for your email.
First, I would like to apologize for the troubles and frustration that you experienced
lately. I want you to know that your complaint and feedback will give us the chance to
resolve any problem that may occur and assist us in making our services better.
We also observe some crucial information in your complaint concerning our products
and services as well as the degree of our services.
To help us transfer your complaint to the branch concerned, we would be grateful if you
could provide us with vital information by filling the form attached to this email.
Once again, we are sorry for the inconveniences we have caused you and we hope to
offer you better services in future.
For any questions or further assistance, feel free to call us on +2348157479837.
Best regards
Ann Richardson
Customer Service Director
Dissatisfied Customer Experience
19. Six Phrases That Work for Excellent Customer
Service
1) “I Don’t Know, but I’ll Find Out for You.”
In a 2011 customer service survey, American Express asked respondents which common
customer service phrases annoyed them most.
The winner?
Good customer service isn’t always about knowing the right answer. Often, it’s
about finding the right answer so that your customer doesn’t have to.
20. Six Phrases That Work for Excellent Customer
Service
2) “I’d Be Frustrated Too.”
That’s why it’s critical to not just have empathy, but to convey it to your customer.
21. Six Phrases That Work for Excellent Customer
Service
3) “I’d Be Happy to Help You With This.”
Simply by using positive words, you can make your customers (and yourself) feel more
positive.
In a world where 95% of customers have taken action (e.g. abandoned a business or
complained about it to others) because of a negative customer experience, a simple
tactic like adding more positive power words to your support interactions can make a
big difference.
So when a customer emails you about an issue that they’re having, instead of
responding with “I’ll look into this for you,” tell them that you’d be happy to help.
22. Six Phrases That Work for Excellent Customer
Service
4) “I’ll Send You an Update by [Day or Time].”
If a customer sends an email “checking in” on the status of their support request, we
consider that a failure on our part.
The two things that we do to avoid check-ins are:
•Make sure that we proactively keep the customer posted as often as possible (at least
once per day).
•Let the customer know exactly when they should expect to hear from us.
While you can’t always promise a solution by a given time, you can always promise an
update. Delivering on that promise doesn’t just keep the customer informed about the
status of their request, but it’s another opportunity to build trust.
23. Six Phrases That Work for Excellent Customer
Service
5) “I Really Appreciate You Letting Us Know.”
According to a survey by Lee Resources International, for every customer who
complains, there are 26 customers who don’t say anything.
Each customer complaint could mean that dozens of other customers are having the
same problem and not letting you know.
That means that resolving the problem for a single customer could make dozens of other
customers happier at the same time.
That’s a huge opportunity. And a huge gift from the customer who decided to email you
about it.
24. Six Phrases That Work for Excellent Customer
Service
6) “Is There Anything Else I Can Help You With?”
Despite our best efforts and intentions, we don’t always get it right.
In fact, one survey suggests that although 94% of online retailers provide email
customer service, 27% of email inquiries are answered incorrectly.
While I suspect that most of you reading this blog average much better than that, the
fact remains that there are times that our answers don’t end up being helpful. The
problem is that research shows us that most people won’t speak up about problems. So
if your reply isn’t helpful, some customers won’t proactively ask you to clarify or help
any further.
That’s what makes this one of the most helpful customer service phrases you can use. By
leaving the door open and inviting the customer to respond, you’ll give them a chance
to let you know if anything remains unresolved.
25. Tips for Better Customer Service Emails
Use Your Customer’s Name Use the ELI5 Technique
Introduce Yourself Link to Longer Instructions
Thank Them for Their Gift Casual vs. Formal Tone
Should You Deliver the Good or Bad News
First?
Replace Negative Words With Positive
Ones
Use Canned Replies Correctly Promise a Result
26. Empathy Statements and Phrases That Show
Customers You Care
Make the Customer Feel Valued
1. I see you’ve been with [Company Name] for X years. That’s a long
time!
2. I appreciate your patience.
3. Thank you for remaining so positive.
4. Your business means a lot to us.
5. I want to thank you for taking the time to speak with me today.
27. Empathy Statements and Phrases That Show
Customers You Care
Put Yourself in Their Shoes
1. If I were in your position, I would feel the same way.
2. That would frustrate me, too.
3. I would be asking the same questions as you are.
4. You are totally right.
5. I would come to the same conclusion.
28. Empathy Statements and Phrases That Show
Customers You Care
Suggest and Offer
1. Personally, I would recommend you to…
2. Would you like to try our new X?
3. You can consider X.
4. You might find X helpful.
5. I think you’ll find it’s much easier if you do X.
29.
30. Do say:
Hi, my name is X. May I ask your
name?
Great to meet you, Y. How can I
assist you today?
How can I help you?
What can I help you with today?
Don’t say:
What is wrong?
Are you unsatisfied?
Are you confused?
What’s your problem?
Establish a Good Rapport
31. For example, if a customer says something vague like: I want to receive my package.
Can you make it get here faster?
Try responding with:
I am sorry if you are having trouble with your package. Just to clarify, are you
experiencing a delay?
Correct me if I’m wrong, but are you saying that your package should have arrived by
now?
Do not respond with:
So what I’m hearing is that there is a
problem with the shipping.
Are you saying that we failed to deliver on
time?
I’m sorry, I don’t understand you.
No, I cannot make the package come
faster. That’s not my job.
Repeat after Them
32. Pepper with Positive Words
Use positive, affirmative words to
describe:
•Definitely
•Surely
•Absolutely
•Gladly
•Certainly
•Fantastic
•Great
•Good
•Will
•Assure
•Understand
I completely understand…
I do know where you are
coming from…
I assure you, we will…
I’m so glad to be of help…
33. Eliminate Negative Words
Consider how you would feel if
someone said the following to you:
That sucks so badly.
You don’t deserve that!
That is terrible!
We are sorry for giving you bad
service!
It must be awful to be you right
now.
Avoid intensely negative
words like:
Awful
Sucks
Terrible
Bad
No
Never
Dumb
Rude
34. Communicating Confidence
To assuage or calm a customer:
Rest assured that this will be…
I assure you…
I understand where you’re coming
from.
To prevent doubt when you don’t
know:
One moment please.
Let me find that out for you.
Let me forward you to our X
specialist.
To express professionalism:
Thank you for bringing that to our
consideration.
We’re very happy to…
On behalf of our company, I would
like to say thank you for your
patience.
35.
36. You can’t honor the same request for all customers. If a customer asks
for a perk or discount that you can’t honor for other customers, then it’s
best to say no. You don’t want the news getting around that your
company practices aren’t fair.
The customer threatened your physical or emotional safety. While you
may be a pro at dealing with angry customers, it isn’t good to positively
respond to any sort of threat as it will reinforce this terrible behavior.
They ask for something that goes against company policy. Sometimes
customers want discounts or free products that you aren’t licensed to give
them. Don’t “break the rules just this once.”
When to tell a customer no?
37. Use the Power of a Positive No
Express your yes. There’s a reason you’re saying no, and that’s because
you’re saying yes to something else. Understand your company’s
mission statement and express to your customers your commitment to
core values. In order to keep our service focused on productivity, we do
not offer the SEO widget you requested.
Assert your no. Your no is what you simply can’t deliver or promise the
customer, no matter how much they want it. We will not be developing
any marketing features in the foreseeable future.
Propose a yes. You want to maintain your relationship with the
customer, and in order to do this it’s best to propose a positive
outcome. Are there any existing features you currently need help with? I
would be glad to show you how to optimize your service for increased
productivity.
39. I can’t believe you would treat your customers this way! (Denial)
You are absolutely the worst company I have ever worked with. (Anger)
If I don’t get X, how can I face my boss tomorrow? (Anxiety)
You can give me what I want, or I’ll go to the competition. (Bargaining)
40. Look for Relationship-Building Opportunities
Solicit feedback . This shows a customer that you still value what they
have to say, even if it might not be what you want to hear. Consider their
feedback seriously, and always thank them for their time.
Send thoughtful resources. You may feel that you’re too busy to remain
in contact with every customer you have ever denied a request to. But if
you organize email addresses based off of customers and their respective
industries, you can send out relevant articles and resources that you come
across.
Ask customers to contact you. It’s important that you let customers
know you’re a dedicated support specialist even if you said no to their
requests. If possible, you should be the one to continue to provide them
support in the future; this allows you to continue to build upon an
established relationship. Give customers your name and support email
address, and ask them to reach out should they ever need help for any
reason.
41. Good Service is Good Business: American Consumers Willing to
Spend More With Companies That Get Service Right, According
to American Express Survey
42. Service Can Make or Break Brands
•78% of consumers have bailed on a transaction or not made an intended
purchase because of a poor service experience.
•The promise of better customer service is a draw for shoppers: three in
five Americans (59%) would try a new brand or company for a better
service experience.
•Two in five (42%) said companies are helpful but don't do anything
extra to keep their business.
•One in five (22%) think companies take their business for granted.
•Four in five Americans (81%) agree that smaller companies place a
greater emphasis on customer service than large businesses.
43. The Multiplier Effect
•Americans say they tell an average of nine people about good
experiences, and nearly twice as many (16 people) about poor ones --
making every individual service interaction important for businesses.
•Customers who have a fantastic service experience say friendly
representatives (65%) who are ultimately able to solve their concerns
(66%) are most influential.
44. Poor Service Leaves Customers Seeing Red...
•More than half of respondents (56%) admit to having lost their temper
with a customer service professional.
•Consumers age 30-49 are the most frequently angered (61%).
•Young people are more patient, with more than half of those age 18-29
saying they've never lost their temper with a service professional (54%).
45. ...And Once They're Angry, Watch Out!
•Americans who have lost their temper due to a poor service experience
will express their displeasure in a host of ways, including insisting on
speaking to a supervisor (74%) and hanging up the phone (44%).
•Perhaps most unsettling for businesses on the receiving end of customer
anger: two in five Americans have threatened to switch to a competitor
(39%).
•Not everyone keeps it clean when dealing with a frustrating service
situation either. Expletives have crossed the lips of 16% of respondents,
with men more likely to use "choice words" (20%) compared with
women (12%).
46. Common Phrases Are Cringe-worthy
Common Phrase
General Population
Most Annoyed By This
Phrase
Most Irritated Group
"We're unable to answer
your question. Please
call xxx-xxx-xxxx to
speak to a
representative from xxx
team."
27% People age 18-29: 32%
"We're sorry, but we're
experiencing unusually
heavy call volumes. You
can hold or try back at
another time."
27% People age 50+: 34%
"Your call is important
to us. Please continue to 26% People age 50+: 29%
47. 22 13 12 12 11 10 9 9 8 7
0
5
10
15
20
25
Average Percentage More That Consumers
Are Willing to Spend With Companies
48. 86 75 73 68 61 61 57 56 51 37
0
10
20
30
40
50
60
70
80
90
100
Consumers Who Have Lost Their Temper With
Customer Service Professional
49. I appreciate your effort and the time you have taken to go through the
slides. I request you to share your feedback with me at
rik.iittm@gmail.com.