How to tell your customer the tough news...with a smile!
Have you had the unenviable task of being the messenger who needs to deliver difficult news to your customer? I have, and it's a tough task to tell them what they need to know, while bracing for the potential emotional reaction.
But there are positive ways to share less-than-ideal news to your customer, and I've listed over 30 of them in the 3rd chapter of my book, "WOW Your Customers! 7 Ways to World-Class Service". Often, it is not what we say, but how we say and the words we use. This chapter starts with 10 key principles to professionally communicate with you customer from one of the industry leaders in service--the Ritz-Carlton hotel. Along with intriguing statistics sprinkled throughout, the chapter concludes with 10 proven ideas to positively and proactively address customer concerns. I'm confident these key phrases alone will be a great resource for you!
I've been on the front lines of customer service in retail, finance and industrial automation, so I appreciate the effort it takes to interact honestly, positively and professionally with your customers. That's why I wrote this book--to help you be more successful in the crucial role of taking the very best care of your customers. Get a copy on Amazon today for lots of proven ideas; you'll be glad you did!