5 Customer Service Moments of Misery to Avoid
A moment of misery is lethal to a customer. Now a moment of truth is anything you do that affects the customer’s perception of you or your company. Many times these are done well-magnificently. Unfortunately, sometimes not. Misery floods the customer’s mind. Consequently, the most costly business mistakes can happen in only a few seconds upon making a customer contact. How you handle these moments of truth will often determine your success in helping a customer. Here are five moments of misery phrases that create dissatisfaction for customers. Furthermore, each situation gives a positive alternative, to instead create moments of magnificence.
5 Moments of Truth: Misery or Magnificence?
Misery Phrase #1: I don’t know.
There is no need to ever utter these words. If you don’t know, find out. Usually there isn’t a thing you can’t find out, outside of sensitive and financial information.
Instead, create a positive moment by saying, “That’s a good question. Let me check and find out for YOU.”
Misery Phrase #2: We can’t do that.
This one guarantees your customers will be upset and dissatisfied. You are supposed to help. After all, they are paying the bill.
Instead, turn this moment of truth into magnificence by replying, “Boy, that’s a tough one. Let’s see what we can do.” Most importantly, find or brainstorm alternative solutions.
Misery Phase #3: You’ll Have to…
NO way. This sounds like an order or edict. The customers don’t have to do anything but maybe spend their money somewhere else. Or, pay taxes.
Instead: For example, use phrases such as:
- “A good next step is… “
- “Here’s how we can help with that… “
- ‘”The next time this happens, here’s what you can do… “
Misery Phrase #4: Hang on a second. I’ll be right back.
Wow! What a promise. Remember, your create positive moments of truth when you under-promise and over-deliver. Or, at times over-promise and over-deliver! When you say hold a second, you told a little white lie. Try telling the truth and see what happens.
Instead, try, “It may take me 2-3 minutes to get that information. Are you able to hold while I check or do you want me to call you back?” In addition, “I need to do some research on that. How soon do you need the information? When I find the information when is a good time to get back to you?”
Misery Phase #5: No!
There are times that you can’t do exactly what the customer wants. However, the word ‘no’ is useless and conveys a lack of willingness to try as it completely rejects the customer.
Turn a negative into a positive; misery into magnificence by saying, “We aren’t able to refund your money. What we can do is replace the product at no charge.”
Pulling It All Together
These misery phrases put a stop to communication with the customer. Why not handle each moment of truth with magnificence? Through some creative thinking like the comments above, you can take a potentially difficult situation and genuinely keep the dialogue positive, which gives you a golden opportunity to keep a customer.
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