Make your customers happy
by Guy Perring
Think of a time when you were a happy customer. Think of the reasons why. Often, it will relate to how the staff you dealt with made you feel. For example:
A customer calls his insurance company and says in a worried voice, “All my bags have been stolen from the airport this morning and I need to know what the insurance will cover.”
Which of the following two responses do you think the customer would prefer to hear? Why?
The second response clearly shows sympathy for the customer’s problem, and phrases like Can you tell me ? are softer and more polite than If you give ? I’ll ...
To show empathy, you could use the following phrases:
Come up with some more empathetic responses to the following situations:
Here are some possible answers:-
As mentioned in previous articles, the words you stress also add impact to what you say. Read the sentences out loud with stress on the words in bold.
Remember, stressed words are a little louder and in a slightly higher pitch. The tone of your voice is crucial. A flat tone with no stress will show boredom and lack of interest in the concerns of the customer.
Guy Perring is Director, Professional Development Unit (PDU), at the British Council Malaysia. The PDU offers a wide range of learning opportunities from management and communication skills training to developing English skills. Visit it at www.britishcouncil.org.my or e-mail guy.perring@britishcouncil.org.my.
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