If you’re in the business of providing customer service (and who isn’t?) then you know that things will go wrong. Yes, please work on reducing the number of times things go wrong, but this note is about how to handle the conversation – in an email.
What your customer needs when they share their concern is to feel heard, valued and to know what’s up next.
I had an interaction that did just that a while ago and thought I’d share.
Notice the difference between a robotic, “We’re sorry for the inconvenience” and this reply:
"Thanks for reaching out, and huge bummer to hear the sizing wasn't perfect for you. We can definitely exchange that Medium out for a Small.
I'm attaching a return label for you to print, pop on the box, and hand off to your local postal worker. Once we receive your lid* back in our warehouse, I'll ship you out a Small.
Have a great afternoon."
*lid – it was a bike helmet. These days I only dream of returning a medium for a small. :-)
How do you apologize and make it right in your emails to customers?
If you’d like help with ideas on how to personalize, humanize and empathize your emails drop me a note.
Sending you warm thoughts during this crazy cold spell.
Bundle up, work from home if you can, and on behalf of our home-heating clients, please shovel your driveway.
Team Ward Certified
If you're working today you might feel like this.
And...if you're working today, your work must be important.
THANK YOU for showing up and offering outstanding service.
Are you hoping to improve your training skills this year? We've got 2 spots left at our Train-the-Trainer workshop, click here to learn more.
Smiling, like yawning, is contagious.
When someone comes into your office, your cube or the company kitchen, look up and smile at them.
Bet they smile back, betcha it goes viral faster than this video of Fiona The Hippo.
Tip: If they don’t, be extra kind. They might be having a tough day and need a little extra care.
On another note: Would you like to get WARD CERTIFIED? Now you can, click here to learn more.
Do you deal with customers and clients in person?
If so, get to know the triple nod.
- No nodding = bored or disinterested
- Too much nodding = impatient or overly agreeable
- The Goldilocks of nodding - just right - is three, slow and deliberate nods. That signals your customer to keep going by showing that you are listening.
BTW: Works on internal customers too.
How much Dunkin’ Donuts coffee does Ann drink a year?
- Do you know?
- Would you like try to figure it out or guess?
Your answer should be: “I don’t know” but most people are uncomfortable saying those words.
We like to be smart, have answers, and be an expert. This is helpful when we are solving problems, but not when we are listening. When you are listening, it’s better to be curious and open.
At the beginning of your next call, aim to be curious not right.
Try this simple chant as you greet your caller: “I wonder who it is? I wonder what they need?”
Give it a whirl and let me know how it works for you. I’m curious and probably drinking a dunkin'.