Customer Service Training TIps

When You’re being Pushed

A switchboard operator at one of my customer service seminars asked me for a suggestion on what to say when she’s put in the awkward position of being asked by a frustrated customer, “Gerald isn’t in and I need to hear back from him. When will he return my call?” If you say that your co-worker will return the customer’s call by a certain time, you’ve made a promise that may not be kept. If you simply state you don’t know when Gerald will return the call, you may appear to be non caring and unhelpful. My advice: offset what you can’t commit to with something you can. For example, “I can’t say exactly when Gerald will return your call – usually he’s very reliable. What I can promise is I will give him your message as soon as he returns.”

 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:

May your life be long and useful like a roll of toilet paper.

 

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 info@jeffmowatt.com.

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.

Please enter a valid email address.
Something went wrong. Please check your entries and try again.