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Customers are the lifeblood of our businesses and the reason we all have the careers that we have or aspire to. Without customers there would be no sales and no way for businesses to survive and hire employees.
To help you understand your customers and create the very best customer experience, we are going to provide frequent articles and commentary on all facets of customer service. We urge you to bookmark this page and come back often to see what's new and look for any surprises we might have for you!
October 12,2015

One of the problems I have when dealing with angry cutomers is trying to make someone happy and satisfied when they are 100% in the wrong. You know the customers I am talking about. The ones who damage products by abusing them or providing wrong information or refusing to listen to a salesman or anyone else during the sales process.

These can be difficult situations because often times you cannot take a product back and get credit or even get it repaired for free when someone abuses it or drops it. In other cases you cannot get the customer to understand that they were the original cause of the problem and that they have to change sometthing going forward or they will continue to have trouble.

You have to tread lightly in these situations because saying the wrong thing or using the wrong words can cause a bad situation to get worse very quickly. But what I have found that usually works is softening the message by giving the customer a "way out" without making them feel embarrassed and without being confrontational.

So instead of saying, "Look, you cannot use this product that way. You have to use it this way or you are going to have a problem." I might say "This is something I have run into several times before. In fact, I did it once myself. To make it work correctly all you have to do is this."

That delivers the message without making the customer feel foolish. It allows them to retain their dignity and does not cause them to feel confronted or accused. This helps put them in a positive frame of mind which makes them eaiser to communicate with.

Try to never back your customer into a corner with no way out. Whenever you do this they are far more likely to dig in and continue to fight just to save face and avoid embarrassment. Take away the confrontation, make them feel good and give them an easy way out to accept what you are saying and you should be able to resolve more problems in far less time.

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When it Comes to Customer Service, Always Remember:

The customer might not always be right but the customer is always the customer! Treat Your Customers Well!

You cannot expect anyone to know what to do unless you train them first! Give your employees the Customer Service Training they need to provide a world class customer experience!

Always remember that your customers have choices! They will go elsewhere if they are not happy! Never give them a reason to go anywhere else!

It can cost up to 10 times more to bring a new customer into your business than it does to keep an existing customer happy! Customer Service Training doesn't cost you money, it SAVES you money!
Let Your Computer Be Your Trainer!
Nothing beats the ease and conveninece of getting your training in the comfort and privacy of your own home or office! No travelling or expensive parking and meal expenses. No wasted time sitting in traffic or waiting for a class or seminar to start!
You don't have to worry about the class moving too fast and risk losing valuable information or having the class run too slow and risk becoming bored. When you use our training manuals you control the entire training process from start to finish. Go as fast or as slow as you like. Stop and go back over something you aren't too clear on. Go direct to the sections that you need NOW to get the best results in the least amount of time.
But perhaps the best reason to use our self-paced training is that you control the schedule. training when you want, if you want for as long or short a period of time that you want. This is the best and easiest way for you to get the important training you need in a cost effective and extremely convenient manner.
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