Did You Really Say That??

There are many ways in customer service to kill a sale and lose a customer. See if you have been guilty of any of the following:

1. Saying “I don’t know” with an attitude. Customers don’t expect perfection, but if you don’t know the answer, find out. You can reply to your customer, “Let me find out that information for you right away.”

2. Stating “All sales are final!” period. The business you work for may not allow returns on some items. However, is it worth losing a customer? Being flexible and allowing an exchange or returns may be better. If the customers aren't satisfied, they can bad mouth the business to family and friends and you’ll lose potential customers as well.

3. Telling the customer to “calm down.” If the customer has reached the boiling point, this phrase can cause the explosion! It’s better to nod in sympathy and let them rant. Once they have calmed down, apologize and ask what you can do to make them happy.

4. “It’s over there.” and pointing or “It’s not my department” and walking away. Both of these phrases really tick me off. In the first instance, the clerk points in a general direction or looks totally clueless. It’s better to say “Follow me, please, and I’ll show you.” Or, in the second case, “If you wait a minute, I’ll get someone for you from that department.”

5. “I’m new here.” The customer doesn’t care if you’re new, they want someone to help them find what they need. It’s better to say, “Please bear with me and I’ll find you the help you need.”

6. “We’re closed” and glaring at the customer. Yes, you’re tired, it’s been a long day and you don’t want a last minute customer. Instead of being abrupt you can state “We close at ____ and open at ___ in the morning. Is there something I can help you find quickly?” You’ll keep a potential customer and possibly make a good sale

7. “We’re out of that.” Okay, you’re out of that, it doesn’t help the customer. Let the customer know if and when it will be restocked. Offer to contact the customer when the product comes in. You can tell them “That item is out of stock but we’re expecting a shipment. Would you like to leave your name and number and we’ll call you when it arrives?” This shows the customer that you care if you have his business.

When customers have a negative experience with the staff or are not treated as a valued customer, they take their business elsewhere. Providing customer service that exceeds customers expectations will bring them back again and again.

Comments, as always, are welcome!

By Linda Lee Ruzicka

Linda Lee Ruzicka lives in the mountains of Western PA , happily married and with her 8 cats and three dogs. She has been published in Twilight Times, Dark Krypt, Fables, Writing Village, June Cotner anthology, The Grit, Reminisce , the book, Haunted Encounters: Friends and Family. She also does freelances work for Beyond and CSJobs.com. Linda has other blogs that can be found at CSJobsblog.com.