Standing Up for Your Company--and Still Winning Customers
Policy should be a bridge that allows you to cross over to the customer, that allows the customer to cross over to you, and, if necessary, that lets you meet somewhere in the middle. All too often, policy becomes a barrier to service excellence.
Customers sometimes have impossible demands. So what can you do? Simply:
- Meet the needs you can
- Do what is possible
The important thing to remember is that no customer wants to be told "no" for any reason. However, if you have helped the customer to your utmost and it's still not enough, try the following customer-friendly "no" responses:
- Be responsive and firm
- Maintain a relaxed mood
- Use your "pass-the-butter" voice
- Use creative counteroffers
- Avoid "no" words
When you have a policy that confuses employees, inconveniences customers or worse--both--that policy should be reviewed and changed.
You can learn more about providing great customer service when you attend SkillPath's popular one-day
Conference on Customer Service. Look for one being held soon in a city near you.
