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 within 15 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.
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