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If you are into any form of business (products or services) , I guess we all share the same school of thoughts that says ,customers are always right. Well, like the saying goes, life is fun when you are not paying bills; likewise business is fun when you are not on the hot seat. Your customers are not always right, but on the flip side of the coin they are, because they keep you in business. We all have to be professionals in business especially when handling customers because subtle words expressed in a professional manner can put the big numbers above the dotted lines on a cheque, but unpleasant words or statement can affect an entire company or the brand as a whole.
Managing customers is tough because they typically expect the best from the products you sell or the services you render.
To ensure a smooth sail of communication and sticking to organizational policy, here is a hand full of things you should never say to a customer.
1. I can’t do that
Those words are often said by unskilled service representatives in various business environments. You can use words like “the system does not allow me to do that”. Service representatives should focus on providing alternative solutions, because at the end of the day customers want their problems to be solved. So instead of saying those words, service representatives can say: “I will try my best to do that for you, and if it doesn’t work, we will try…” so that it assures your customer.
2. “You need to calm down”
Nothing makes a person angrier than someone else asking them to “calm down”. This phrase is possibly aggressive because it is an order and a judgment at the same time. So instead, service representatives can say: “I understand. You have every right to be upset…” Arguments with customers should be avoided at all cost
3. Are you sure you can afford this?
I’ve been a witness to such statement and it is a rude, judgmental remark. Make sure he/she knows how expensive the product or service by stating the price even before you are asked. That’s not to say you shouldn’t do customers the courtesy of letting them know something is expensive, but don’t do it with the connotation that it’s probably beyond their means.
4. “Why are you doing that?”
Questioning a customer rather than helping is a very bad way to keep a customer. The customer may not know what to do with the service and may be in need of help. Rendering an extra help to a customer just shows the level of professionalism nothing less, because at the end, is your company that will be credited for it (goods or services).
5. “We don’t have it.”
Statement of such is far from being professional, because there are several ways you can pass the same message across without rubbing it on their faces .Businesses run out of stock or may not offer a certain service or item, but just hearing “no” or words to that effect is equivalent to “stay out!” Don’t leave things hanging like that. Instead, make sure you offer customers alternatives to what they want. You may be able to sell them on an equally useful substitute
6. Avoid giving orders
What’s more important than the act of serving customers at the store? Nothing! Customers are the most important aspect of business and service staff must be customer-centric rather than function-centric (e.g. organizing aisles, cleaning, etc.) in order to keep customers happy and satisfied. Instead of pointing customers in the direction of an item, service representatives must walk them to it
7. “I offer every service you’ll need
You may not use the exact words, but one should never present the idea that they can offer everything to the customer. Every professional or small business has its own set of strengths and specialties, and you should definitely pitch those when pitching your services. However, recognize that you can’t be everything to everyone. If your client truly requires a service you don’t offer, recommend them to someone who does. In the end, the client will appreciate you for the genuine interest in their needs.
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