Customer Service Training TIps

When to ignore customer “wants” and “likes”

Optimize your questions for better perception

Interesting how changing a few words when you ask a question can have such an impact on how it’s perceived. Imagine getting your car repaired and the Service Advisor asks, ‘Since we’ll have your car on the hoist anyway, do you want us to do an inspection?’ Chances are, you don’t “want” to be in the shop in the first place. It’s a hassle. Nor would it sound better if they asked, ‘…if you’d like’  the inspection. I doubt if you “like”  having to get your car repaired. Asking a customer what they’d like or want presupposes this is fun.

When your products or services are geared more to solving problems than having fun, you’ll get better results by asking, ‘Would it be helpful‘ or ‘Would it make sense…’ Leave customer wants and likes out of the question. Instead, focus on finding a logical resolution to their problem.


Today’s chuckle:

They say such nice things about people at their funerals that it makes me sad to realize that I’m going to miss mine by just a few days. – Garrison Keillor


Was this helpful?   For additional information on this topic:  Influence and Persuasion Skills 

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Jeff Mowatt is a customer service speaker, customer service training professional, award-winning speaker, and best-selling author.


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