Intelligent Questions

Quick reference

• 00:04 In this video, we're gonna talk about understanding in customer service.
• 00:10 Wouldn't it be great to really understand what your customers want?
• 00:14 You have to understand what your customers want in order to provide
• 00:19 excellent customer service.
• 00:21 So the first thing you have to do is you have to ask intelligent questions.
• 00:26 David, what do you mean?
• 00:28 The best way to understand somebody is to ask questions.
• 00:33 Have you ever heard of the 80, 20 rule, where you're talking 20% of the time, and
• 00:37 listening 80% of the time?
• 00:39 That's how the best leaders really transform change,
• 00:43 is by listening and taking in that information.
• 00:47 So it all starts with a greeting, it can be on the phone, it can be in person,
• 00:52 it can be with an email or it could be on a live chat.
• 00:57 Always start with something like, thank you for choosing,
• 01:02 your company, my name is David, how can I help you today?
• 01:06 Why do you say that?
• 01:08 So thank you for choosing Pure customer service, my name is David,
• 01:11 how can I help you today?
• 01:13 This sets that tone, right, with a positive attitude and
• 01:16 it's a great question, how can I help you?
• 01:18 I wanna know what is it that you need and I love the word choosing.
• 01:22 What does that presuppose?
• 01:24 You presuppose they've already chose your business or service, right, so thank you.
• 01:30 In that thankful mindset, the first thing you say is thank you.
• 01:35 I didn't answer the phone and say Pure customer service.
• 01:39 Or even better, these companies are out there, they answer the phone like this.
• 01:44 Hello, is this the business, what is it?
• 01:49 That sets that tone, doesn't it, lack of professionalism or professionalism.
• 01:54 Thank you for choosing Pure customer service,
• 01:56 my name is David, how can I help you?
• 01:59 So, another question might be, so I can take excellent care of you,
• 02:04 can you tell me what happened?
• 02:06 So, if there's an upset customer, what am I telling them?
• 02:10 I'm telling them,
• 02:11 hey, I'm here to take excellent care of you, can you tell me what happened?
• 02:16 And they're going to explain whatever the problem is, or issue that they're having.
• 02:21 So I can take excellent care of you, can you tell me what happened, great sentence.
• 02:27 The next one, another one,
• 02:28 if there's an upset customer, how can I make this right for you?
• 02:33 Or what can I do to fix this for you?
• 02:36 These can be two of the scariest sentences in customer service, right?
• 02:39 Because you never know what the customer is going to say,
• 02:42 especially if they're upset.
• 02:44 And David, there's no way I can just ask them to tell me.
• 02:49 You can and here's why.
• 02:51 Because nine out of ten people that are upset and have a problem with your product
• 02:55 or service, when you ask them a question, how can I make this right for you?
• 03:00 What can I do to fix this for you?
• 03:03 Suddenly, most of them, nine out of ten, will become sane again.
• 03:08 Like, wow, this person actually cares about me,
• 03:11 they actually understood what I was saying.
• 03:13 Ooh, this is good, they heard me, okay?
• 03:19 So most people will elevate down.
• 03:20 Now, some clients are going to say something outlandish, and
• 03:25 we're going to talk about what to do with that, right?
• 03:28 Doesn't mean you have to do it, but you ask the question.
• 03:30 Most people will say something and they'll give a recommendation for
• 03:33 a remedy, that's even less than what you would have recommended anyway, right?
• 03:39 Your customers want to be heard, especially when they're upset,
• 03:43 okay, so ask intelligent questions.
• 03:46 Thank you for choosing Pure customer service,
• 03:48 my name is David, how can I help you today?
• 03:50 So I can take excellent care of you, can you tell me what happened?
• 03:54 Or, how can I make this right for you?
• 03:57 What can I do to fix this for you?
• 03:59 And I'll give you an example, in my company, whenever I do a training or
• 04:03 I'm going for a speaking engagement, I ask questions of my clients so
• 04:07 I know exactly what it is they're looking for.
• 04:10 And I repeat it to him and we're gonna talk about that as well.
• 04:13 But I make sure that I understand exactly what they want, and then I'll know if
• 04:18 there's a fit of whether I can deliver exactly what they're looking for.
• 04:21 Does that make sense?
• 04:23 All right, I hope this was helpful, I'll look for you guys on the next video.

Lesson notes are only available for subscribers.