HOW TO TACKLE CUSTOMERS WHEN THEY REACH OUT!
by Maaz Sheikh
With so much variety available, customers sometimes becomes indecisive and it’s difficult for the customers to take time out and give feedback on product or services. So, companies need to develop a simple mechanism to respond customers confusion and queries adequately. In many cases, companies have used robotic responses to tackle customers when they reach out. But, then again being monotonous in replying worsen the scenarios many time. As customers are anticipating more authentic and appropriate replies to their complaints or issues. In order to deal customers queries rightly, here’s what you need to take care of!
(What to Say & What Not to Say?)
- Misunderstanding: Many companies often think that it is the most polite way to tackle things. But, many customers view it as company is blaming them for making an error. Instead: Apologize to the customer who is unhappy and stop playing blame game. Also, focus on how to rectify the problem.
- Seems: Never tell a customer that “Seems like you are unsatisfied with us”. This will put you in more jeopardy to lose a customer. Instead: If he/she is not satisfied with you and complaining. Don’t downplay them and reply them with “Sorry, we will rectify your problem at once”.
- Try: “I will try my best to rectify your problem”. This statement will lower the expectation of your customers. Instead: “By the end of day, we will determine to rectify your problem”. This statement is not keeping a promise while it stays positive.
- But: This word expresses the negativity in customer relationship. This word is often use to reveal the unfortunate side of discussion. Instead: Either say, “You can do it or you can’t do it”.
- Just: “I just called you to inform you that we cannot do it”. Just is used to make the conversation minimum and unclear. Customers want elaborative conversation discussing their problem. Instead: “We called you to inform you that we cannot do it, I appreciate your concern and looking forward to help you out in other aspects”.
- Fault: “I am afraid we did our best but it’s a fault from your end”. This is the killer statement to end any business relationship. Instead: Take out the blame from conversation and reply with “It is not working that way let’s go with plan B”.
- Policies: “It’s company policies to do this thing that way”. Customers don’t want to hear your internal policies. They just want you to deal with their problem and finish that as soon as possible. Instead: Tell them how you have rectified same problem in the past.
- Blame: This word can easily turn your customer into your enemy. So, it is best to avoid such word while replying your customer.
You need to eradicate these words from your conversation while communicating with the customers. This practice will delight you by strengthening your relationship with customers even more. Call Us! We will help you to rectify your business concerns.
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