Bad review? Excellent!

Look, it’s never easy to receive a bad comment or review. But it’s a great opportunity to make it right. Your review page might be the first place potential customers go to see how you treat customers, so don’t leave negative comments unaddressed.

Personalize responses and let them know

1.     you hear their feedback

2.     you want to make it right

“Hi, Mr. Jimenez, the situation you described sounds frustrating, we’re committed to providing you a more positive experience. Let’s connect so we can make it right.”

Take a moment today to review your company’s Yelp, Facebook, and website to see who’s looking for your assistance.

Happy Labor Day

If you're off today, have a relaxing and rejuvenating Labor Day. 

If you're not, thank you for doing such important work.

-Team Ward Certified

Empathy as easy as P.I.A.

Frustrated customers want more than answers, they want to be heard. Here's an easy mnemonic to remember how to help others feel heard.

P: Start with a Power word or phrase. Respond to their complaint with a reaction to acknowledge their concern. Ex: Oh no, Oh my

I: Add an I statement. Ex: I'm sorry to hear that, I get why you're confused, I can appreciate your frustration. This makes the conversation personal and the creates a personal connection.  

A: Follow that up with Assurance that you are going to make things right. Ex: Here's what I can I do, let me research

Let's put it all together! Ex: Oh no, I see that is a bigger bill than usual.  I can see why you’re concerned.  Let’s take a look and see what we can do to make that amount manageable.

Next time you get an upset caller, Mama Mia, use PIA!

Witty Words

When you're in the Customer Service business, and we all are, words matter.  It's not just what the customer hears; it's also what they read.   

Here are some examples of how other companies have replaced mundane words with witty ones.   

• A reserved table at a restaurant with a place card that reads Sorry Gorgeous, I'm taken.
• A do not disturb sign on a hotel room that says I'm tied up at the moment.
• A dressing room hanger with the words You look great in that. 
• An email sign off that reads Rock on.

What can you switch up today to make their day?

But it's URGENT!!!

Copyright: 123rf

Your clients and customers need a reason to open your emails.

Chances are, your customers’ inboxes lead to them looking a little like this: overwhelmed.

Being specific about the content of an email message determines not only whether your readers will open it, but how they prioritize and file that message.

But wait, what did you say?  You use ALL CAPS or !!! or URGENT to indicate it’s high priority?

If that’s your company or team norm and everyone agrees, then go for it. 

Otherwise, If you are emailing a client, I’d recommend using a focused subject line.
Instead of Update, say: Project XYZ Update
Instead of Meeting, say: Room Change for Today’s 2pm Status Meeting
 

What's your favorite email subject tip?

Bargain Hunters

Copyright: 123rf

From his book, ‘Bargain Fever’, author Mark Ellwood shares the four magic words that promise to score you a discount:
“Are there discounts today?”

Turns out that most retail stores will respond with some sort of % off your purchase if you simply ask.

Add to that information about our younger customers and their app-happy, bargain-shopping habits and we can see we're all programmed to bargain.  Our brains get a buzz when we get a deal.

So don't get offended when they ask and don't get caught off guard by the request. Instead, think about what you can offer to feed their brain and help them feel like they won.

Instead, how about:

• Free shipping
• Extended return policy
• Putting them on a VIP list
• Offering a text or call when your team or their order is on the way
• A follow-up call to check in
• Tips on using your product better
• Relevant articles or information

How do you give your clients a little bit o' love?

Me, Myself, and I

Copyright: 123rf

Participants in our training classes often ask about 'I' vs 'We' when speaking with customers over the phone.

Here's a rule of thumb.

If it's positive, use WE, which sounds collaborative.  We creates an image of NASA scientists standing around in lab coats with clipboards, waiting to solve customer problems and fly into space.

If it's negative, use I to demonstrate that you are taking responsibility.

For example:
I apologize for that. Here's what we can do.
Let me look into this, so that we can get you service quickly.
We take pride in our response time. I will look into the situation right away.

We love being able to answer your questions!