7 “Non-Defensive” Responses for Great Customer Service

AnswerPlus’s very ownBarbara¬†Bradbury is back again with her expert Customer Service tips.¬†

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Instead of saying (Defensive)

Try saying(Helpful)

1. I’m trying to help you. I will help you
2. I’m doing the best I can. Bear with me and I’ll resolve this for you
3. Things take time This may take a few minutes, I’ll be quick as I can
4. You’re not listening to me. Let me help you with this
5. You didn’t follow our process. Let’s go through this together
6. Don’t blame me! Let me see how I can fix this for you
7. We apologize IF we caused you trouble. We truly apologize for the inconvenience.

 


Telephone Tip – It’s cold & flu season again!

There’s nothing more embarrassing than a cough or a sneeze that sneaks up on you when speaking on the telephone. Make sure that you have a working ‘mute’ button and be ready to use it at a moment’s notice!

Filed under Customer service.

Posted by:   In: Customer service  

27
Nov
2015