Customer Service: Defensive Answers Always Backfire
Picture It! A customer tells you or your teammate didn’t get back in touch with them, has been unresponsive, missed a deadline, gave them an incorrect answer, was rude and non-empathetic, or a host of other negative information.
What Many Team Members Hear. You are a failure. You are no good. In an attempt to recover their sense of self-confidence and feel good, they then tell the customer why the customer service was bad. Being defensive like this is pure folly. It makes you seem self-absorbed, insecure, and mediocre.
What the Customer is Really Saying. Help me and rebuild my trust in your brand. The truly memorable response includes empathy for the inconvenience, attention to fixing it now, and in some cases, compensation for the inconvenience and trouble. Once you have solved the issue in question, you might provide information on how this error will be prevented in the future if it was a serious error. This impresses the customer. This brings them back to your brand for more memorable experiences.
The folly of being defensive in business is that it reduces trust, makes working with you difficult rather than easy, and demeans your professional image. Avoid this defensive dribble.
You will regain customer’s trust when you take ownership of your mistakes, offer a sincere apology for the trouble, and fix the errors. It sends out the cheer of integrity, the warmth of caring, and loads of professional competence. It is worth celebrating. It is truly memorable. It will echo in customers’ minds for quite some time. It delivers progress to your business and sets you apart.
What else makes for truly memorable customer service? What do you expect as a customer?
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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~Kate Nasser, The People Skills Coach™