I Didn’t Want to Say Anything But…

Ever talk to a customer and at the end of your conversation they say those words “I didn’t want to say anything, but…”

The customer feels hesitant about relaying information and it’s your job to extrapolate it.  It’s so easy to brush it off and sweep it under the carpet, instead keep positive and look at this as an opportunity to turn a bad experience into a positive one. Information obtained from customers can be used to improve processes, service and relationships with customers.

It starts with customer engagement:

  • Listening – Carefully listen to what the customer is saying without interruptions.
  • Documenting – Take detailed notes so the customer does not have to the repeat information.
  • Expressing Empathy – Be empathetic to help prevent further frustration.
  • Apologizing – Say your sorry and be genuine. Focus on restoring the relationship. Let the customer know how the issue will be resolved and what will be done to ensure it does not happen again.
  • Following Up – Take ownership of the issue and keep in contact with the customer on the status and when it will be resolved.

The most important part of this phrase is what comes after the but. Instead of just letting it go by the wayside, take time to stop and listen for an opportunity to learn.

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