Author Topic: Ten Things Customers Don't Want to Hear, and What to Say Instead  (Read 2104 times)

Offline shibli

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Ten Things Customers Don't Want to Hear, and What to Say Instead

ONE:  I'M SURPRISED YOU HAVEN'T HEARD ABOUT OUR PRODUCT.

Why that's wrong: Sounds condescending, arrogant, and insulting, implying that the prospect is ignorant.

Better statement: Since you said our product is unfamiliar to you, I'll take a couple of minutes to describe it and answer your questions.

TWO: THAT'S NOT MY JOB.

Why that's wrong: Not only do you avoid handling a customer's problem yourself, you offer no solution from anyone.

Better statement: I know just the person who can help you with that problem, and I'll introduce you to her.

THREE:  SORRY, IT'S CLOSING TIME, SO I CAN'T TALK WITH YOU NOW.

Why that's wrong: Indicates that you work by the clock, not by commitment to customer needs.

Better statement: As you can see, the store is closing now, but I will be glad to stay around a few minutes until we meet your need.

FOUR: TO SCHEDULE DELIVERY, LET ME SEE WHEN I'M GOING TO BE IN YOUR NEIGHBORHOOD NEXT WEEK.

Why that's wrong: Shows that you have your convenience as the decisive factor in scheduling, not the customer's convenience.

Better statement: Yes, we can deliver this to you next week. What day and time will suit you best?

FIVE:  YOU'RE THE FIRST PERSON WHO HAS COMPLAINED ABOUT OUR SERVICE.

Why that's wrong: Implies that the customer is a grouch and troublemaker, and that your company could not possibly be wrong.

Better statement: Even though we hear plenty of compliments about our service, we know there's always room for improvement, so I'm grateful that you reported this problem.

SIX:  TELL ME YOUR NAME AGAIN, AND WHAT THE PROBLEM IS.

Why that's wrong: Shows that you didn't listen carefully, and this will infuriate a person who is dissatisfied already.

Better statement: Mr. Adams, as I understood you, your car's air conditioning isn't cooling adequately. Right?

SEVEN:  IF YOU BUY THIS ITEM, YOU'LL HELP ME MEET MY SALES QUOTA FOR THE MONTH.

Why that's wrong: Makes you sound only marginally successful, and reflects that you are using the customer instead of becoming useful for the buyer.

Better statement: This item has been quite popular this month, and we are hearing good reports from customers who have installed it.

EIGHT: WALK THROUGH THAT DOOR OVER THERE, TURN LEFT, TAKE THE ESCALATOR, AND YOU'LL BE ON THE FLOOR WHERE WE ACCEPT RETURNED MERCHANDIZE.

Why that's wrong: Many people get confused about directions, and if the customer gets lost, you are adding to her frustration.

Better statement: Let me tell my manager that I am going to take you to the clerk who can assist you with this returned merchandize.

NINE: GOSH, I BARELY GOT HERE-HAD TO DROP MY DOG AT THE VET, TRAFFIC WAS TERRIBLE, AND I'VE GOT THIS AWFUL HEADACHE.

Why that's wrong: Customers aren't interested in your problems, because they are depending on you to solve their problems.

Better statement: Good morning, I'm glad to meet you. That all that you need to say about yourself and how you arrived.

TEN: THAT'S AGAINST OUR POLICY.

Why that's wrong: Customers don't want to deal with inflexible bureaucrats, but with sales people who care enough to adjust to unmet needs.

Better statement: While regulations seem to indicate we can't do this, I believe we can find a way to meet your needs..

http://customer-relationship-mgt.bestmanagementarticles.com/a-476-top-ten-things-customers-don-t-want-to-hear-and-what-to-say-instead.aspx
« Last Edit: December 15, 2010, 07:09:05 PM by shibli »
Those who worship the natural elements enter darkness (Air, Water, Fire, etc.). Those who worship sambhuti sink deeper in darkness. [Yajurveda 40:9]; Sambhuti means created things, for example table, chair, idol, etc.

Offline kazi shahin

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Re: Ten Things Customers Don't Want to Hear, and What to Say Instead
« Reply #1 on: August 20, 2010, 12:18:14 AM »
Dear Sir
When I'm reading your post, I'm remembering about today's workshop. The "you point' thought. If you follow the "you point" then the clients always will be pleased on us.

Another thought positive attitude & word, sentence. We should abandon the negative attitude & words & have to turn the negative word & sentence into the positive.
Kazi Shahin                   
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Offline shibli

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Re: Ten Things Customers Don't Want to Hear, and What to Say Instead
« Reply #2 on: August 20, 2010, 02:04:21 PM »
Shahin, that is "You-view point"
Those who worship the natural elements enter darkness (Air, Water, Fire, etc.). Those who worship sambhuti sink deeper in darkness. [Yajurveda 40:9]; Sambhuti means created things, for example table, chair, idol, etc.

Offline kazi shahin

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Re: Ten Things Customers Don't Want to Hear, and What to Say Instead
« Reply #3 on: August 20, 2010, 10:09:43 PM »
Thank you sir
I have forgot a little. But the thought was amazing. It's really effective.
Kazi Shahin                   
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Offline shibli

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Re: Ten Things Customers Don't Want to Hear, and What to Say Instead
« Reply #4 on: September 04, 2010, 02:29:04 PM »
Shahin
"Nobody cooperates with me" is a wrong statement in Business Communication.

You-view point would be: I could not convince people to cooperate with me.  
« Last Edit: September 04, 2010, 02:31:45 PM by shibli »
Those who worship the natural elements enter darkness (Air, Water, Fire, etc.). Those who worship sambhuti sink deeper in darkness. [Yajurveda 40:9]; Sambhuti means created things, for example table, chair, idol, etc.

Offline shibli

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Re: Ten Things Customers Don't Want to Hear, and What to Say Instead
« Reply #5 on: September 04, 2010, 02:30:28 PM »
We-view point: Why don't you understand me?

You-view point: I could not make you understand.
Those who worship the natural elements enter darkness (Air, Water, Fire, etc.). Those who worship sambhuti sink deeper in darkness. [Yajurveda 40:9]; Sambhuti means created things, for example table, chair, idol, etc.

Offline kazi shahin

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Re: Ten Things Customers Don't Want to Hear, and What to Say Instead
« Reply #6 on: September 04, 2010, 07:46:23 PM »
Thank you sir.

I'm trying to practice those. And of course it's becoming helpful for me.
Kazi Shahin                   
092-15-795
Department of CSE   
Cell : 01718 699 590
Blood Group: O+
Google + :  https://plus.google.com/u/0/101741817431143727344/about?hl=en
Facebook : http://www.facebook.com/kazishahin.rahman
Web : http://www.kazishahin.com/