How to Give Bad News - Choose Your Words
Posted by admin at 13:07 | Filed In Customer Service Tools
Weve all heard the old adage, If you cant say anything nice, dont say anything at all. But there are times where, in order to be honest and up front about what you can offer a customer; you have to say something that isnt so nice.
The key to giving bad news is finding a nice way to say it. Give the customer a glass that is half full instead of half empty- technically it is the same amount of juice, but the way you present it can make all the difference.
Here is a situation to consider: A customer would like to return a defective item but the allotted return timeframe with your store has passed. The item has a warranty through the manufacturer, but not through your store. You can either tell the customer:
Im sorry, but we are unable to process that return since it is passed our return policy timeframe. Please contact the manufacturer for warranty information. Im sorry for any inconvenience.
Or
While the return timeframe for our store has passed, the manufacturers warranty is still in effect for your item. I would be happy to research this further for you and provide you with any information needed to resolve the issue. Have you spoken with the manufacturer regarding this matter?
Both statements contained the same basic information, but in the first example there was no offer to assist, no assurance to the customer that you were concerned about their issue. While the first statement offered apologizes, it offered no service. The second statement did not have to rely on apologizes since it was presented as assistance instead of as bad news.
This is not to say you should never apologize. Apologizing is important if the customer is upset, hurt, angry, confused, or just downright not feeling good. Dont apologize because you offer nothing, apologize because you understand the customer is upset and you know how frustrating it can be, after all, you DO know what its like to be an inconvenienced customer.
In order to present bad news to a customer in a positive manner, you will have to see the situation in a positive light. So before you can be effective in Customer Service, you must evaluate your own glass of juice. If you can see something good about each situation that occurs, then you will truly be able to help those around you see good in even the most difficult situations.
Positive people are the best people to have in all sections of business, not just in customer service. With a positive tone and a willingness to help, your customers will frequent your business again and again.
~:Taking care of business really means understanding people. Lola has worked in areas of Customer Service for nearly a decade, including CSR Training Coordinator at a major dot com. Her articles will show how every moment can be an opportunity to provide better service to the people around you.:~
Your Mind Has The Power To Overcome Any Illness - Introduction (Part 1 Of 5)
You and your family need a better life so, train your mind to fight illness along with medical assistance. Human body is havi...
How to Give Yourself a Quick Confidence Boost
Everybody can do with an quick and easy way to increase their self belief or self confidence sometimes. This is a little meth...
Sirius Satellite Radio Product Review; 200 Channels From the Heavens
Satellite Radio coming to a car or SUV soon near you? If you do not have satellite radio yet you are missing out on one of th...
The Law Of Attraction - Getting Anything You Want And Desire
There is both a natural law and spiritual law and they both work together to give us what we need in life. However, the mind ...
Teens Cleaning Up - Drug Use Down
When you receive the Seal you no longer need drugs for anything but essential medical treatment. A recent study shows that d...
Your Mind Has The Power To Overcome Any Illness - Power Of Words Part 2 Of 5
Imagine that you are in a garden where you have so many oranges around you. You pick a big one, wash it. Look at the outside ...
Improving Self Esteem in Children - 5 Great Tips
It is important that parents know the right way of improving self esteem in their children. Many parents, unfortunately, do n...
AAA Mexican Auto Insurance - Single Limits or Split Limits?
Even among experienced insurance personnel I find confusion reigns on the definition and application of the two types of Liab...
What is a Virtual Private Network?
A Virtual Private Network, or VPN, is a way of using the Internet to provide remote users with secure access to their network...
Plasma Television Guide For The Average Joe and Jane
Watching a television program showing HDTV programming on a plasma monitor makes you realize why so many people are switching...
Learning Customer Service
My entire career has revolved around customer service in one way or another. In the beginning stages I was a receptionist an...
Dealing With Difficult Clients
Clients are your golden tickets to attain success in your business or company, especially when they recurrently turn to you f...
What Is A 0% Interest Auto Loan?
Car advertising shows that hot brand new car just begging you to buy it. The ad also says the dealer will give you 0% financi...
It Might Pay To Complain
Complaining about businesses, products, and employees is nothing new, but ComplaintService.com has made it that much easier.T...
Switching to Broadband is Easier
A year ago, Ofcom released a new law that would make switching providers considerably easier and eliminate the fuss and hassl...
Self Esteem Improvement
The 80/20 rule states that 20% of our activities account for 80% of our result. 20% of our time shared accounts for 80% of ou...
Kitchen Remodeling - Cabinets and Decorating
One of the most important rooms in your home is your kitchen, but to get the best out of this and to have a kitchen that is a...
Living With An Alcoholic
One of the commonest questions anyone working in the addiction field is asked is How can I stop my wife/husband/partner from ...
Addiction is a Disease
We found that physical dependence on opiates is a possible side effect to prescription pain killers and proper weaning off ca...
High Speed Internet Access Providers
Are you at all thinking of switching over to a high speed Internet access from the much slower dial-up connection you current...