Customer Service Training TIps

What NOT to say to upset Customers

I admit it – I love watching “Operation Repo” on OLN> It’s a manual on how not to break bad news when doing business. On the show, when owners discover their vehicles being towed for failed payments, they often become angry, argumentative, and even violent. As the owners become increasingly agitate the repo people typically start telling them, “Calm down.” That’s when sparks fly. Owners resist taking this order, and become even more belligerent. That’s why in my seminars when we discuss strategies for gaining cooperation with difficult customers we go into the power of empathy. In this case, rather than telling someone with an empathic statement like, “I understand that this is difficult… no one likes to have this happen.” Something I discovered in my university days when I worked part time as a bouncer – the phrase ‘calm down’ never works. EVER.

 Jeff Mowatt is a customer service strategist, Hall of Fame 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:

The only man who is a bigger fool than the one who knows it all is the one who will argue with him.

 

Like to forward or reprint this tip?

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?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates

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.