Lighten the Load for Upset Customers

Imagine you’re dealing with a company that’s performing their services slower than promised. When their front line employee attempts to fix things, which of these phrases would you as the customer find to be the most reassuring to hear: A) “I’ll tell my manager about it.” B) “I’ll look into it.” Or C) “Your problem just became my problem. And I’m going to pursue this until it’s resolved and you tell me that you’re satisfied.” No contest. ‘C’, the last phrase, conveys the take charge, responsible attitude that customers need and want to hear. Powerful results for a few words.