[China Glass Network] Good customer relationship: It is difficult to build, but it is easy to be destroyed - especially when you say something wrong. Fiberglass Sleeve, Fiberglass Sleeve Manufacturer, Fiberglass Braided Sleeve, Fibre Glass Sleeves, Fiberglass Tubing NingBo High-MeiYong International Trading CO.,LTD. , http://www.glass-fibers.com
Here are eight things you should never say to your customers (even if you might like to say it privately):
1. "No." A boss once told me "Never say no to a customer. Say, yes, we can. The cost of doing so is this." If you really can't offer a certain product to a customer or Service, then you can't, but usually just because you don't want to provide it. (In the example mentioned above, I just don't want to provide it. The customer's request is of course satisfactory, but it is painful to implement.) Special fees are charged according to special requirements: If you can get a decent profit, why not? Earning profits is the reason you do business.
2. "Are you sure?" Customers are usually wrong. so terrible. Never directly doubt their statements or feelings, and doing so will make the already bad situation worse. Instead, ask questions or seek a better understanding. Say something like "Can you tell me clearly again so that I can confirm what is going on?" to check the customer's situation and help you ensure that the conversation is purposeful and solutions-oriented. .
3. "What you should do is..." Don't tell me what to do. help me. This is why I came to you.
4. "This is against our policy." Perhaps this is a violation of your policy, but if the customer does not know the policy in advance, who cares? Any terms or conditions that are not clearly stated before are not related to the customer. Imagine that you are a customer who finds that a special product cannot be returned. How do you feel? When the customer fully understands and agrees to such a clause or policy, mention it again, otherwise find a way to solve the problem. There is no explanation that the policy is your problem, not the customer's problem.
5. "No problem." Maybe this is just a strange problem in my life, but whenever I say, I ask the waiter to put the seasoning aside, when he says "no problem", I will feel angry. I know that the "no problem" consciousness he said is "yes", but "no problem" still means what problems I am creating. When I am a customer, I use my patronage to support your business; your business does not give me any support, so never imply that you have given me any support. Replace "no problem" with "yes".
6. "Let me try..." Customers care about the results, not your efforts. Tell me what you will do to "try" to create greater uncertainty, and uncertainty is the kiss of death for customer relationships. If a customer asks for faster delivery, you can say, "I will call our dealers and let them arrange delivery as early as possible." You only do what you can do. Don't try to "try" to suggest that you are doing extra effort to fight for me.
7. "Let me know if you have any other questions." If the customer comes to you with a question and you think you have solved the problem, it is good. But don't expect customers to contact you when other problems arise, and follow up in a few days to make sure everything goes smoothly. Solving customer problems is in line with expectations, and follow up to see if they need further help to show that you care about them.
8. "I will reply you as soon as possible." Maybe you will give a reply as soon as possible, but at the same time, the customer is still thinking about "as soon as possible". Be sure to specify a time. If the time is up, you have not got all the information you need, contact the customer to tell him the truth, and tell when you will follow up again. Customer relationships are based on management expectations; “as fast as possible†sounds great, but does not give customers a predictable expectation.