What Can You Do?
I’m sure you’ve experienced this… as a customer, you have a special request about a purchase. The employee declines citing it’s ‘against policy’. You try another track and alter your request slightly. The employee takes the request at face value and explains how they can’t do that either. Been there? The problem – the employee thinks their job is to respond to customer requests. That misses the point. The real job of customer service professionals is to solve customer problems. In other works, as employees we need to go beyond telling customers what we can’t do, and instead move immediately – without being prompted – to explaining what we can do to help the customer.
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
Today’s chuckle:
It’s been fun but I have to scream now.
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