When it comes to customer service, the way you communicate can have a significant impact on the outcome. Certain expressions and behaviors should be avoided to ensure a positive customer experience. In this instructional article, we will explore some sentences you should never say to your customers. Pay close attention and improve your customer service skills!
“That’s not my responsibility.” Regardless of whether it falls under your jurisdiction or not, it’s important to redirect the customer to the appropriate person who can assist them. Instead of making excuses, offer helpful guidance.
“Don’t tell anyone I told you this.” Sharing confidential information about your company or service is unprofessional and erodes trust. Avoid this bad practice, as it damages your business image and betrays your organization.
“Excuse me, but I know what I’m talking about.” Dismissing the customer’s knowledge and being condescending will only lead to conflict. While you may possess more expertise, it’s crucial to communicate respectfully and avoid offending the customer.
“No one has complained about that so far.” The customer contacting you has a problem they want resolved. Referring to the lack of previous complaints will come across as an excuse and won’t address their immediate concern. Treat each customer issue individually.
“Can you tell me what your problem is?” While this question is appropriate during initial contact, using it repeatedly can frustrate customers who have already explained their situation multiple times. Avoid making them repeat themselves unnecessarily and ensure proper handover of information when transferring the query.
“You misunderstood me.” This phrase can be interpreted as belittling the customer. Avoid using it as some individuals may be sensitive and take offense. Instead, find a more constructive way to clarify the situation without sounding dismissive.
“Call back tomorrow.” This response displays unwillingness, contempt for the customer’s time, and unprofessionalism. Instead of postponing the resolution, try to offer alternatives or find a suitable timeframe to assist them promptly.
“It’s no big deal.” Never downplay a customer’s problem or emotions. Respect their perspective, as they perceive their issue as important. Be empathetic and understanding, acknowledging their concerns respectfully.
“I’m sorry, I’ve done a terrible job.” While it may seem like self-deprecation or an attempt to show modesty, phrases like this can make customers uncomfortable. Apologize without undermining yourself and avoid putting your customers in an awkward position.
“I can’t help you.” If you are unable to solve the customer’s problem, remember that there should be someone else available to assist them. Ensure a seamless handover to another representative who can address the issue effectively.
These ten phrases are just a starting point. Remember, in customer service, it’s crucial to maintain composure, be patient, and choose your words wisely. Developing good communication skills, coupled with common sense and professionalism, will help you provide excellent customer service and build strong relationships.
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Today, as we celebrate Independence Day, let’s take a moment to reflect on the things that make America great: our robust democracy, our melting pot of cultures, and our relentless pursuit of the American Dream. Yet, as we strive for prosperity and innovation, it’s crucial to address a growing concern— the declining standard of service in American businesses.
The American consumer has been long regarded as king, and rightly so. Our dynamic economy thrives on the mantra, ‘The customer is always right.’ However, it’s becoming increasingly common for customers to face poor service from businesses – whether it’s long wait times, unresponsive customer support, or lackluster in-store experiences.
This decline is a contradiction to what America stands for. The Land of Opportunity should not, and does not, tolerate mediocrity. It’s time for American businesses to recalibrate their strategies and regain their focus on customer service. Here are a few ways they can achieve this:
Foster a Service Culture
The first step is to foster a culture that values customer service. This culture should permeate every level of the organization, from top management to front-line employees. Companies should invest in regular training programs to instill service etiquette and equip employees with problem-solving skills.
Prioritize Customer Feedback
Customer feedback is an invaluable resource. Businesses should actively solicit and act on feedback, using it as a roadmap for improving services. Listening to customers fosters loyalty and improves the overall customer experience.
Leverage Technology
Technology offers numerous tools to streamline customer service. From CRM systems that manage customer interactions to AI chatbots that provide instant customer support, businesses should leverage technology to enhance their service capabilities.
Measure and Reward
Service quality should be a key performance indicator for businesses. Regular assessments and employee rewards for exceptional service can go a long way in maintaining high service standards.
American businesses are the backbone of our economy, and they carry the responsibility of upholding the values that America stands for. Today, on Independence Day, let’s strive not only for prosperity and growth but also for the pursuit of excellence in service. It’s not just about ensuring the satisfaction of the American consumer; it’s about reflecting the values of dedication, respect, and aspiration that America was built on.
By taking these steps, we not only elevate the standard of American business, but we also bolster what’s truly great about America – our unyielding spirit of striving for the best. This is the American Dream – an aspiration for excellence, and a commitment to leaving no stone unturned in achieving it.
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Apple Inc. is globally admired for its dedication and commitment to excellence in service, customer experience, and product quality. This diverse mix has resulted in a faithful customer base and a distinguished reputation in the tech world. It’s a masterclass for other businesses eager to elevate their standards. Here are the key takeaways businesses can learn from and apply immediately:
Unmatched Customer Service
Apple’s reputation for superb customer service is not accidental. They are responsive, helpful, and approach every query with a problem-solving mindset. This is facilitated by a robust customer support system that ranges from online to in-store assistance. To emulate this, companies should enhance their customer support channels and ensure they’re staffed with well-trained, customer-oriented personnel. A satisfied customer is more likely to be a loyal customer.
Experiential Shopping
Apple Stores are more than just outlets—they’re tech playgrounds where customers can interact with products before buying. The sleek, modern aesthetics add to this unique shopping experience. Businesses, especially retailers, can incorporate this model by making their spaces more interactive and inviting. This not only increases the likelihood of purchases but also turns stores into destinations, attracting more footfall.
Quality that Speaks for Itself
Apple products, be it the MacBook or the iPhone, are recognized for their superior design, user-friendly interface, and durability. They’re crafted to offer unique value and a seamless user experience. Every business, regardless of its industry, should prioritize creating high-quality products or services. When quality becomes a part of your brand’s identity, it automatically draws customers and breeds loyalty.
Innovation is Key
Apple’s commitment to innovation keeps them at the forefront of technology. They consistently introduce groundbreaking features and products that meet and exceed customer expectations. For other businesses, this means fostering a culture of innovation and being unafraid to experiment and push boundaries. In today’s fast-paced world, innovation is no longer an option—it’s a necessity.
Personalized and Simplified User Experience
Whether it’s their products or their website, Apple always puts the user experience first, making sure it’s as personalized and straightforward as possible. Businesses should ensure that all customer touchpoints are smooth and user-friendly. Make the journey—from browsing to purchasing—as seamless and pleasant as possible.
In summary, Apple’s success stems from its dedication to excellent customer service, a unique customer experience, and a commitment to quality and innovation. By adopting these principles, businesses across industries can elevate their game, win customer loyalty, and create a reputation for excellence, just like Apple.
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Local retail stores, despite facing competition from online shopping, offer one thing that online stores cannot replicate – a personal touch. Here are three ways local retail stores can leverage this advantage and improve customer experience.
Prioritize Customer Service
Customer service is a differentiator for retail businesses. It’s not just about attending to customer needs; it’s about exceeding their expectations. For instance, Nordstrom is renowned for its top-tier customer service. Staff members are empowered to go to great lengths to satisfy customers, including free gift wrapping, liberal return policies, and more (Source). Local retailers can take inspiration and empower their employees to provide exemplary customer service.
Foster a Unique In-Store Experience
Creating a memorable in-store experience can significantly improve customer satisfaction. Apple Stores are a prime example. Their stores offer a sleek, modern design and interactive product displays that allow customers to try before they buy (Source). Local retailers can create a unique shopping environment that resonates with their target customers.
Personalize the Shopping Experience
Personalization is key to enhancing the customer experience. Retailers like Sephora use customer data to offer personalized recommendations, both in-store and online (Source). Local retail stores can use customer purchase history and preferences to offer personalized product suggestions.
In conclusion, local retail stores can enhance customer experience by prioritizing customer service, creating a unique in-store atmosphere, and personalizing the shopping experience. By adopting these strategies, they can foster customer loyalty and stay competitive in the evolving retail landscape.
Customer service plays a vital role in any business, as it directly impacts customer satisfaction and loyalty. Dealing with customer service issues effectively is essential for maintaining a positive brand image and fostering long-term relationships with customers. In this article, we will explore three best ways to solve customer service issues and ensure customer satisfaction.
Table of Contents Introduction Empathy and Active Listening Prompt and Efficient Communication Offering Effective Solutions Conclusion FAQs
Introduction
Customer service issues are inevitable in any business, but how these issues are handled can make all the difference. By providing exceptional customer service, businesses can turn a dissatisfied customer into a loyal advocate. Let’s delve into the three best ways to solve customer service issues effectively.
Empathy and Active Listening
One of the key elements of resolving customer service issues is empathy. Customers want to be heard and understood, so it is crucial for customer service representatives to put themselves in the customer’s shoes. Demonstrating empathy can help defuse tense situations and build rapport with customers.
Active listening is another vital skill that customer service representatives should possess. By actively listening to customers, representatives can gain a thorough understanding of the issue at hand. This enables them to respond appropriately, addressing the specific concerns and needs of the customer.
Prompt and Efficient Communication
Prompt and efficient communication is essential when dealing with customer service issues. Customers appreciate timely responses, as it shows that their concerns are taken seriously. Businesses should aim to provide multiple communication channels such as phone, email, and live chat to accommodate different customer preferences.
Additionally, it is crucial to train customer service representatives to communicate clearly and effectively. They should be able to provide concise yet comprehensive information, avoiding technical jargon or confusing language. By ensuring efficient communication, businesses can quickly resolve customer service issues and leave customers satisfied.
Offering Effective Solutions
Resolving customer service issues goes beyond simply acknowledging the problem; it involves providing effective solutions. Customer service representatives should be empowered to make decisions and offer appropriate remedies to address the customer’s concerns. This may involve issuing refunds, providing replacements, or offering discounts as necessary.
Moreover, businesses can go the extra mile by implementing proactive measures to prevent similar issues from arising in the future. By analyzing patterns and identifying root causes, companies can implement system improvements or provide additional training to their staff. This demonstrates a commitment to continuous improvement and customer satisfaction.
Conclusion
When it comes to solving customer service issues, empathy, active listening, prompt communication, and effective solutions are the key ingredients. By implementing these best practices, businesses can turn challenging situations into opportunities to enhance customer satisfaction and loyalty. Remember, exceptional customer service is not just about solving problems; it is about building long-lasting relationships with customers.
FAQs
How important is empathy in resolving customer service issues?
Empathy is crucial in resolving customer service issues as it helps establish a connection with customers and shows them that their concerns are understood and valued.
Why is prompt communication essential in customer service?
Prompt communication is important because it demonstrates to customers that their issues are being taken seriously and increases their confidence in the business’s ability to resolve the problem.
What can businesses do to prevent similar customer service issues in the future?
Businesses can analyze patterns, identify root causes, and implement system improvements or provide additional training to prevent similar customer service issues from arising in the future.
How can customer service representatives enhance active listening skills?
Customer service representatives can enhance their active listening skills by practicing focused attention, asking clarifying questions, and summarizing the customer’s concerns to ensure accurate understanding.
Is it important to follow up with customers after resolving their service issues?
Yes, following up with customers after resolving their service issues is important to ensure their satisfaction, gather feedback, and maintain a positive relationship.
In conclusion, addressing customer service issues effectively is crucial for businesses aiming to provide exceptional customer experiences. By incorporating empathy, active listening, prompt communication, and offering effective solutions, businesses can resolve customer service issues while strengthening customer relationships. Remember, happy customers are the key to sustainable success in any business.
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Pay attention to details: Small details, such as the cleanliness of the office or the appearance of the staff, can have a big impact on the success of a business. Executives should pay attention to these details and make sure they are up to par.
Address small problems immediately: Small problems, such as a broken window or a dirty restroom, should be addressed immediately. Ignoring these problems can lead to a decline in customer satisfaction and revenue.
Lead by example: Executives should lead by example and set the standard for their employees. If executives prioritize customer service and attention to detail, their employees are more likely to do the same.
Invest in training: Investing in employee training can have a significant impact on the success of a business. Employees who are well-trained and knowledgeable are better equipped to provide excellent customer service and address small problems before they become big ones.
Encourage feedback: Encouraging feedback from customers and employees can provide valuable insights into the areas of the business that need improvement. Executives should be open to feedback and take action to address any issues that are identified.
Empower employees: Empowering employees to take ownership of their work and make decisions can lead to a more engaged and motivated workforce. Employees who feel valued and empowered are more likely to go the extra mile for their customers and the business.
Measure success: Executives should measure the success of their business by focusing on metrics that reflect the customer experience, such as customer satisfaction, repeat business, and referrals. By tracking these metrics, executives can identify areas of the business that need improvement and take action to address them.
In 2022, these retailers fought to win shoppers back, through a combination of old and very new school tactics according to Michael Levine, author of the best-selling business book broken windows broken business.
“Customer service typical of the physical shopping experience will proliferate online, including concierge-style live chat services and new tech to accurately predict size and shopping habits. Offline, retailers will adopt white-glove return services, sending couriers to pick up unwanted items at shoppers’ doorsteps. And we’ll see a growth of partnerships with external firms to do all of this, said Levine.
Column: Renting a car from Hertz? You could wind up in jail
Some Hertz customers complain they’ve been charged with auto theft despite obtaining approval to extend their rentals and paying their bills.
Tederhi Usude, a Santa Clarita dentist, rented a car from Hertz in June 2020 to drive to a job at a nonprofit health clinic in rural Mendocino County. He extended the rental several times with Hertz’s permission and paid a total of $7,000.
Usude, 55, says that in his last conversation with a Hertz agent he explained that he was temporarily quarantined because of a COVID-19 outbreak at the clinic, and would return the car as soon as he was cleared to travel again. On Dec. 18, 2020, he was on his way to return the vehicle the week before Christmas — in fact, he had turned onto the very street where the Hertz office was located.
That’s when his nightmare began. A police car flashed its lights behind him. He pulled over and was ordered out of the car. By then six or eight squad cars were on the scene. He was told to lie on the ground, was handcuffed and was taken to jail, where he spent the night.
Whether or not Hertz knew how bad this problem is when the new owners bought it, they know about it now.
When he showed the officer his rental agreement and an invoice on his cellphone showing that Hertz had billed his debit card $3,973.45 just two days earlier, he recalls, the officer told him, “There’s nothing I can do,” because Hertz had reported the car stolen.
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Since that day, Usude has waited to learn whether his theft case will ever be prosecuted. No court date has been set.
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Usude is in the same boat as some 230 other Hertz customers who say they were falsely arrested based on groundless company theft reports. Some faced prosecution for felonies and spent days or weeks in jail, even though they had returned their rented cars to Hertz and paid their bills. Their damage claims come to a total of $690 million.
They’ve asked a bankruptcy judge in Delaware to add them to the roster of creditors in Hertz’s 2019 bankruptcy case. Even though the rental company emerged from bankruptcy last year, the judge is still considering the customers’ claims because of doubts about whether the company properly informed them of the procedures to be named as creditors.
Their experiences may be the tip of a large iceberg. Hertz acknowledges that it files some 3,500 theft reports per year on customers; lawyers for the claimants say that figure applies to customers who rented their vehicles legally and for which the company has payment information, such as a credit or debit card number, on file.
Lawyers for the claimants say that although it’s not unheard of for other car rental companies to report vehicles stolen, Hertz appears to have systemic problems keeping track of rental extensions and payments.
They say that when the errors in the theft reports are documented, Hertz refuses to withdraw the reports and advises the customers to “address this matter through the legal system.”
It’s possible that some of Hertz’s problems with record-keeping and other elements of its theft reporting stem from the chaos the company has gone through in recent years, culminating in the 2019 bankruptcy.
As I reported in December, the troubles began in 2012, when the company paid an obviously inflated $2.3 billion for the Dollar and Thrifty rental chain. By 2017, Hertz was in the red. Its stock market valuation fell from $5.5 billion before the Dollar/Thrifty acquisition to $1 billion by May 2017.
Hertz lost a total of $273 million in 2018 and 2019 while its debt soared. That weakened its ability to withstand the travel slump during the pandemic; in 2020 its loss ballooned to $1.86 billion.
Hertz also had to restate its earnings from February 2012 through March 2014 to correct what the Securities and Exchange Commission said were material misstatements, and it paid a $16-million penalty in 2019 to settle the SEC complaint.
In May a group chiefly comprising two private equity firms, Knighthead Capital Management and Certares Management, brought the company out of bankruptcy. Among the problems they inherited were the claims from customers alleging they were improperly accused of auto theft.
A Hertz spokesman told me that “situations where vehicles are reported to the authorities are very rare and happen only after exhaustive attempts to reach the customer.” The spokesman, Gary Koops, shifted the blame to the customers: “The vast majority of these cases involve renters who were many weeks or even months overdue returning vehicles and who stopped communicating with us well beyond the scheduled due date,” he said.
There are no indications that the company’s management is addressing the issue seriously; its approach in Bankruptcy Court has included arguing that the customers should be barred from collecting damages because they failed to identify themselves as creditors during the bankruptcy.
The claimants’ lawyers contend, however, that Hertz knew the identities of most of the customers when it filed its bankruptcy petition and should have informed them of their filing deadline.
“Nothing has been done to curtail this behavior or to stop it,” says Francis Malofiy, a Pennsylvania lawyer who represents many of the customers. “Whether or not Hertz knew how bad this problem is when the new owners bought it, they know about it now.”
These cases cast another shadow over Hertz, which risks becoming synonymous with atrocious customer service for other reasons. They’re also an embarrassment for Hertz Chairman Greg O’Hara, a founder of Certares, who serves on the board of the Innocence Project, a nonprofit devoted to exonerating innocent people caught in the web of the justice system. The Innocence Project did not respond to my request for comment.
The 3,500 theft reports, Koops says, amount to a mere 0.014% of the more than 25 million rentals a year at Hertz. That may sound like the old air industry beef about how reports on plane crashes never mention all the flights that land safely, but there are some other factors in this case.
For one thing, in at least one case Hertz was found to have “purged” or destroyed evidence that the defendant had, as she asserted, paid for her rental in full and had spoken with Hertz representatives a dozen times. The customer, Pennsylvania resident Kelly Grady, was arrested in 2017 on Hertz’s allegation that she had stolen an SUV from Hertz in 2013. Grady spent 12 days in jail.
The judge at her trial instructed the jury that Hertz had destroyed Grady’s rental contract and proof of payment for her 2013 rental. Had the company not done so, the judge stated, the information would have “shown that Grady did not steal the car and that she had done nothing criminal.” The jury subsequently awarded Grady $100,000 in damages.
Some law enforcement agencies became exasperated with Hertz’s theft reporting. In 2015, security officials at Louisville, Ky., Regional Airport recommended that the force suspend taking stolen auto reports from the company “unless they physically see someone steal an auto [or] have evidentiary proof of such.” They took that position after determining that Hertz had reported at least three vehicles stolen that had been sold or scrapped.
In December, Atlanta-area prosecutors dismissed a felony theft charge against Hertz customer Bianca DeLoach, who was arrested at gunpoint last March and spent nine days in jail despite telling police that she had just paid a Hertz bill of $3,900 for an extended car rental. Months later, Hertz provided authorities with proof of the payment but could not explain why the car was reported stolen.
The prosecutors dropped the case based in part on the proof of payment and “the lack of cooperation from any representative of Hertz Rental Car Company.”
Of the 232 customers whose claims of allegedly false theft reports by Hertz have been brought before the Bankruptcy Court, 159 spent time in jail, according to their attorneys.
Some have spent months in judicial limbo, waiting to see if their theft cases will even go to trial. Many say they were accused of stealing their rented cars despite having received verbal assurances from representatives of Hertz or its subsidiaries Dollar or Thrifty that their requested extensions were approved; some were arrested for driving a car that they had rented legitimately but that the company had previously reported stolen.
Hertz asserted in a Bankruptcy Court filing last month that “when a car was not returned, [Hertz] worked diligently to recover it,” often by making “repeated attempts to contact the customer by … phone calls, voicemails, emails and texts.”
But boiled down to its essence, the company’s position appears to be that these are the customers’ problems. In its February filing, for example, Hertz contended that Usude never “contacted Hertz regarding his claim” for the false accusation of theft.
Hertz cast doubt on Usude’s statement that he had received approvals for extending his rental, dismissing them as “unspecified ‘communications.’” In the same document, however, the company acknowledged that Usude “did extend his rental several times.”
Hertz may argue that the number of such claims by customers is a trivial proportion of its millions of rentals, but they’re not trivial for the customers themselves.
“They’re destroying people’s lives,” Malofiy says. “If you’re being accused of stealing a car and facing felony charges, you can’t go to court and get custody of your children. You can’t apply for a job. You have to explain to your boss that you got arrested for this but you didn’t do it. You might think, how can a global corporation do this, but they are.”
T-Mobile Customer Service Is Getting as Bad as All the Others :
T-Mobile US Inc.’s merger with Sprint Corp. was supposed to create a supercharged wireless competitor pushing innovations, lowering prices and staying true to its core principle — standing up for customers. Lately it’s been falling down.
Mergers are rarely easy and complications from the pandemic compound the situation. But beyond those challenges, something very off brand is happening at T-Mobile. At a time when industry growth is slowing and price wars are starting to break out, T-Mobile appears to be losing one of its competitive edges: customer service. Their positioning under former chief executive officer John Legere, as the little carrier that cares, helped fuel market share gains over the past six years. Now, those gains are slowing.
Things started to change in the wake of the April 1, 2020, merger. After years of rating “considerably higher” than all its major rivals on customer satisfaction, T-Mobile “slipped from above average to just average,” Consumer Reports said in October. Another survey by American Consumer Satisfaction Index showed T-Mobile fell from best to worst among the three major carriers.
The company that took pride in solving so many customer “pain points” like hidden fees and data overages and routine billing issues, was now becoming just like the competition, transferring customer service calls overseas, putting people on hold and not resolving problems quickly, according to interviews with consumers and complaints posted on social media.
