Customer Service Blog

You can’t – really?

As a customer, you’ve likely asked for alterations to products or services. Sometimes those changes are straightforward; adjusting a delivery to suit your timeline. Other times you might ask for a significant change from a project’s original scope. That’s when you discover whether the service provider genuinely wants to satisfy you, or they’d rather get you out of their way. When the tables turn and you’re the one providing the service, here’s a tip to keep the customer chemistry positive. When responding to requests, rather than thinking, “I can’t”, instead switch to, “How can I?” It puts you in a problem solving rather than confrontational mindset. It’s better for the customer and better for you in the long term. Come to think of it, perhaps developing the habit of thinking, “How can I” vs “I can’t” would also serve us well when considering our other goals in life.

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