Whether it’s getting into a posh club or asking your camping buddy if they remembered to pack the midgie repellant, no one likes to be told ‘no’.
This is especially true when it comes to customer service.
There’s nothing a customer likes to hear more than those little words that can have such a big impact on their day: “Yes, I can do that for you.”
Anything else is simply not going to make the grade – and that’s bad news for the customer and for business and brand reputation.
Sadly, there are still many companies whose customer service ethos seems to be based entirely on finding novel ways to say ‘no’: ‘I’m sorry but our broadband guru has gone kayaking in Alaska’ or ‘We can’t replace your broken washing machine because we’ve run out of sprockets’.
Such negativity instantly creates a climate that manages to be both incredibly unhelpful and completely ineffective all at the same time.
Samantha Bartlett has worked in customer service for 12 years, both at the help desk of a major department store and now as a claims adviser for an insurance company.
We asked her to pass on the art of finding ways to say ‘yes’ to anyone looking to kickstart their career.
Why is yes better than no?
Starting off a conversation by being negative is never going to help a situation. Even the word ‘no’ itself can put people’s backs up and get everything off on the wrong foot.
That’s why I choose words that are positive and show the customer I’m listening and determined to help them. That way they’re more willing to listen and understand what options can work for them.
Can you say ‘yes’ to every request?
Well, very often customers know they’re having a problem with paperwork or a claim but have only a vague idea what the right solution might be for them.
Taking the time to communicate their policy in detail and the appropriate courses of action helps us both reach a satisfactory answer.
So you never say no?
There will be times where it’s simply impossible to offer an instant decision or take action immediately. But if I explain the reasons why clearly and politely and try to offer suggestions and ways to work around the problem, I can still turn it into a positive outcome.
Say yes to top roles in Customer Service with s1jobs.