Your communication with customers is the front line of your business. It can take years to create a good business reputation, but that reputation can be ruined quickly with inappropriate comments or attitudes toward a customer. The reality is, making customers feel special is important.
We’ve all read plenty of material about how we need to focus on pleasing customers. This article takes a different approach. The focus is on the things you shouldn’t say or do when communicating with customers. Depending on your specific job or role in the company, you may find some of these no-nos more meaningful than others.
No-No #1 – Never Complain About Your Job or Business
No one enjoys hearing negativity. And this especially applies to customers, who expect to be the ones who are free to complain. If you moan and groan about your work, you create a negative vibe that can spread. It makes it easier for the customers also to find faults with the business.
No-No #2 – Never Say There’s Nothing You Can Do to Help
In some instances, you may find that you really can’t help a customer with a particular situation. But rather than putting it that way, find another way to say it. In most cases, there is some sort of a workaround. Getting creative with your solutions is often the key.
It may not be ideal, but you might be able to offer a discount or an alternate product or service. The point is, it is your job to be a problem-solver.
No-No #3 – Don’t Hide Behind ‘That’s Our Policy’
Company policies should be designed to solve problems, not create them. If your policies are causing more problems than they are solving, you have some work to do.
Taking the time to assess customer complaints and resolve their issues can result in lifelong customers. On the other hand, if you simply say “That’s our policy,” you can expect customers to be outraged.
No-No #4 – Don’t Use ‘You’ Statements
It’s never appropriate to use “you” statements. This refers to such things as, “You need to bring in a valid receipt,” and “You should have filled out the application form completely,” and so on. Statements like these seem to belittle the customer. The same information can be shared in a more respectful and polite manner.
Other Key Takeaways and Considerations
Although the problem the customer is describing is one that you have heard countless times before, you need to remember that to the customer it is unique and very important. Treat it that way.
Remember that your attitude is important. It really does have a direct reflection on your business. When working, you need to forget about the fact that you overslept and had to deal with a lot of traffic on the way to work or that you had an argument with a loved one.
When you are working, your focus should be on work. Your attitude should be positive and your mood cheerful.
About the Author
Debbie Allen is an online marketer and professional writer. Besides writing about customer service and reputation management, Debbie also writes about topics related to home and garden issues.