February 11, 2010

Our policy is ...

Little good ever comes from conversations that start with those three words.

So why do customer service reps so frequently use them?

Better to start member or customer interactions with the following:
  • Let me make sure I understand.
  • What's most important to you right now is ...
  • Here's what we can do given the circumstances.
  • Let me tell you how I can help.
Any of those will completely change the tone of the interaction and the loyalty you receive in return.

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