Easy way to reduce customer stress
Of all the causes of daily stress, one of the most common is a loss of control. It’s when you get stuck in a traffic jam caused by someone’s stalled vehicle. Perhaps your computer freezes for no apparent reason. Or on the phone you find yourself stuck ‘on-hold’ with no indication of how long it will take. That’s why in my Trusted Advisor seminars I remind participants about the importance of giving customers a greater sense of control. It’s a simple as offering to a caller, “I’m going to check the file for you and it will take me several minutes. Would you prefer to hold or would you rather leave your number and I’ll call back within15 minutes?” That way, even if the caller opts to wait on hold their stress level will be dramatically lower because it was their choice. When we give more control we get calmer customers.
I stop the microwave at 1 second just to feel like a bomb defuser.
Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com
We have some options to make this easier for you. Click here for a printer-friendly CDrom with all Jeff’s tips. Click here for Jeff’s book with 101 top tips. If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so providing you include the bio and contact information after each tip or article. Please also email a link to any tips or articles that you post on-line to [email protected]
Copyright © JC Mowatt Seminars Inc. All rights reserved.
Like to forward or reprint this tip?
REDUCE CUSTOMER CONFLICTS
Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.