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9 Phrases that will make customers happy

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Dec 11, 2012 14:19 EDT

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Nine phrases that will make customers happy
From Entrepreneur.com, published GlobeandMail.com

 
Principles of customer service are all very well, but you need to put those principles into action with everything you do and say.
There are certain “magic words” customers want to hear from you and your staff. Make sure all your employees understand the importance of these key phrases:
“How can I help?”
Customers want the opportunity to explain in detail what they want and need. Too often, business owners feel the desire or the obligation to guess what customers need rather than carefully listening first. By asking how you can help, you begin the dialogue on a positive note (you are “helping,” not “selling”). And by using an open-ended question, you invite discussion.
“I can solve that problem.”
Most customers, especially business-to-business customers, are looking to buy solutions. They appreciate direct answers in a language they can understand.
“I don't know, but I'll find out.”
When confronted with a truly difficult question that requires research on your part, admit that you don't know the answer. Few things ruin your credibility faster than trying to answer a question when you are unsure of all the facts. Savvy buyers may test you with a question they know you can't answer and then just sit quietly while you struggle to fake an intelligent reply. An honest answer enhances your integrity.
“I will take responsibility.”
Tell your customer you realize it's your responsibility to ensure a satisfactory outcome to the transaction. Assure the customer you know what he or she expects and will deliver the product or service at the agreed-upon price. There will be no unexpected changes or expenses required to solve the problem.
“I will keep you updated.”
Even if your business is a cash-and-carry operation, it probably requires scheduling and co-ordinating numerous events. Assure your customers they will be advised of the status of these events. The longer your lead time, the more important this is. The vendors customers trust the most are those that keep them apprised of the situation, whether the news is good or bad.
“I will deliver on time.”
A due date that has been agreed upon is a promise that must be kept. “Close” doesn't count.
“It'll be just what you ordered.”
It will not be “similar to,” and it will not be “better than” what was ordered. It will be exactly what was ordered. Even if you believe a substitute would be in the client's best interests, that's a topic for discussion, not something you decide on your own. Your customer may not know (or be at liberty to explain) all the ramifications of the purchase.
 
(Click on the link above to read the article)
 

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Details

9 direct, honest answers that customers want to hear

Relevant Subject and Topic
Sales and Customer Service

Types
Article

Features
Informative

Format
Webpage
Website

Copyright Owner
Entrepreneur.com
Globeandmail.com

Most Suitable For Use By
Learners
Entrepreneurs

Age Appropriateness
Adult(19+)

Grade Appropriateness
Postsecondary, Graduate, Adult General, Professional

Geographic Suitability
All or Non-Specific

Language
English

Version History

Date Edited
Notes
Dec 11, 2012 14:19 EDT
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