Sometimes it isn’t how you say it, it’s what you say.
We’ve all been there. We’ve said something the wrong way and now we sound condescending, impatient and in some cases, downright rude.
With 55 plus years in the Answering Service industry, our Virtual Receptionists have heard it all.
Our Virtual Receptionsts know what you are trying to say and they don’t take offence. (No judgement, promise.)
Unfortunately, your customers may not be as understanding.
If you’re struggling with your customer service skills, don’t worry about it. Sometimes it can be a struggle to find the correct words to say in a situation, especially when you have to say no to a customer. I mean, exactly how do you tell a customer that you don’t have the answers they are looking for?
A quick tip if you find yourself in this situation. Follow the rule of thumb that we teach to all new AnswerPlus Virtual Receptionists.
You may not have all the answers right now, but that doesn’t mean you won’t do everything you can to help. So make sure that you convey that to your caller.
For example, if you don’t have the exact pricing your customer is looking for instead of saying, “I don’t know.” Try saying, ” I’ll find that out for you, is it convenient for you if I call back in/at X time with the answer?“
In this case, you are admitting that while you don’t have the answer right now, you are going to find out and intend to follow up at a time which is convenient to them.
For some more solutions to the common customer service mistakes we hear on a daily basis check out the infographic below.