We’re always told to never say never; however, when it comes to giving good customer service, there are nine “nevers” you need to know. As I wrote this customer service blog post, I realized there were two more I wanted to add, but I really like the alliteration in our blog title, so we’ll call 10 and 11 “bonus” tips for good customer service.
Without further ado…
- Never say no
No is poisonous. It is finite, and sounds off-putting by itself. Dress it up and let the customer down gently, or even better, convert your answer into an alternative solution!
- Never tell a lie
Don’t lie to your customers. Don’t lie to your colleagues. Don’t lie to your competitors. Don’t lie to anyone. Period.
- Never make excuses
Accountability goes a long way. Avoid making excuses, because it shifts the blame for what happened and does nothing to help the situation. You don’t have to take responsibility, but don’t make an excuse for why something occurred. Just apologize and fix it.
- Never use a canned reply
No one likes talking to a robot. Read, understand, empathize, and respond to the person like you’re talking to a friend.People don’t care how much you know, until they know how much you care.