Customer Service Conversation Strategy
When you don’t know the answer
During the course of an interaction with a customer, service representatives will be asked numerous question, some of which they may not have the answer.
Perfect Phrases For Customer Service outlines the proper techniques to handle this situation and clearly warns against fabricating a response.
Lying will dig a hole to depths impossible to climb up from, which is why finding the right information is critical to offering great customer service.
When you don’t know:
1. Acknowledge the importance of the information the customer seeks.
2. Offer choices, empower the customer. Ask whether they prefer to wait while you investigate the issue, or prefer to be further contacted. Offering an alternative to waiting shows you are working at their convenience, not your own.
3. Refer a third-party. Getting a more knowledgeable person involved shows your humility and commitment to giving the customer the correct information.
4. Follow up! If your better informed colleague is momentarily unavailable, be proactive and forewarn them a customer is waiting. Also alert the customer to situation, and offer them an alternative to waiting. Continue to be in touch with the customer to ensure they’ve spoken to the right person and now have a complete and accurate answer.
Bottom line- Admitting you don’t know and proactively obtaining the right answer is the best, and only truly effective way to handle customer questions and secure a great customer experience.
Tags: Strategies for talking with customers, customer service strategies for conversations, strategies for conversations with customers, customer conversation strategy advice.
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Tags: customer conversation strategy advice., customer service strategies for conversations, strategies for conversations with customers, Strategies for talking with customers
