Are there “magic” phrases to charm a client? It’s good to set guidelines for customer service, but you need to put those principles into action with everything you do and say. There are certain “magic words” that consumers want to hear.
Phrases that your client wants to hear
“How can I help it?”
Consumers want the opportunity to explain in detail what they want and need. Many times business owners feel the desire or obligation to guess what people need instead of listening to them carefully. By asking this question, you will start the dialogue in a positive way.
“I can solve that problem.”
Most consumers, especially B2B, are looking to buy solutions. They appreciate direct answers in language they can understand.
“I don’t know, but I can find out.”
When you are faced with a really difficult question you will have to do some research. Few things can ruin your credibility faster than trying to answer a question when you’re not sure of the facts. An honest answer strengthens your integrity.
“I will take responsibility”
Tell your client that you know it is your obligation to satisfy them with the outcome of the transaction. Assure them that you understand what they should expect and that you will deliver the product or service at the agreed upon price. There will be no extra expenses or changes to resolve the problem.
“I’ll keep you posted.”
No matter what business you have, numerous events always need to be coordinated and scheduled. Reassure your clients that they will be informed about these. The salespeople the customer trusts the most are the ones who keep them up to date on the situation, whether it is good news or bad. Follow them up.
“I will deliver everything on time”
A delivery deadline is a promise that must be kept. “I’ll deliver it soon” doesn’t count.
“Monday means Monday”
Even if it’s a holiday, your clients are expecting you to deliver things on time. The supplier who delivers on this promise is rare, but remembered.
“It will be exactly what you ordered.”
It will not be “similar to” and it will not be “better than” what the person ordered. It will be exactly what she wants. Even if you think a substitute will make him happier, that’s a topic for discussion, not something you can decide on your own.
“We appreciate you doing business with us”
This means more than a simple “thank you for your purchase.” Genuine appreciation involves making follow-up calls, offering answers to questions, making sure everything is going well and that the original problem has been resolved.
Refusing any of these steps will give the impression that you were interested in the person until the sale was made. This leaves the buyer feeling cheated and used and gives your business bad publicity. Really proving that you care about your customer leads to good referrals and repeat sales.
Complaints department
Studies show that most dissatisfied customers will never tell you they are unhappy. They will just quietly walk away and tell everyone they won’t do business with you. So when a customer complains, don’t see it as an annoyance, but as a golden opportunity to change their way of thinking and make them stay there.
Even the best product or service has complaints or problems from time to time. Here is a solution to have positive results:
- Let clients vent their feelings. Motivate them to let out their frustrations.
- Never argue with them.
- Never tell them “I don’t see that you have a problem.” Those are phrases that provoke fights.
- Share your point of view as politely as possible.
- Take responsibility for the problem. Do not make excuses. If an employee was sick or a supplier was bad for you, that’s not the customer’s problem.
- Take action immediately to resolve a situation. Promising a solution and then delaying makes things worse.
- Empower your employees to resolve complaints. Give them permission to (when necessary) break the rules. If you don’t feel comfortable doing this, make sure you have a manager to take charge of the situation.
- Imagine that you are the one who is complaining. How would you like the situation to be handled?
Editorial Team The editorial team of EMPRENDEDOR.com, which for more than 27 years has worked to promote entrepreneurship.