Reassure the Customer

Quick reference

• 00:04 In this video, we're gonna talk about your response and
• 00:08 your responsibility to your clients.
• 00:11 Your response and responsibility, so what does that mean?
• 00:14 If you have an upset customer, or just a customer you're trying to serve and
• 00:20 trying to get a solution for them, your response is crucial.
• 00:24 And if somebody had a problem, you need to take responsibility for it.
• 00:28 Because, here's an example.
• 00:31 Somebody calls you., they're upset.
• 00:33 And they're not really upset at you, they're upset at your co-worker, or
• 00:37 they're upset with something that your company did, right.
• 00:40 And it wasn't even your fault.
• 00:42 How do you react?
• 00:44 Do you tell them, those guys down in shipping, they're always screwing up?
• 00:50 Or, wow, Jack, Jack's horrible, I can't believe he did that to you, right.
• 00:56 So what does that mean?
• 00:58 The client on the other side, do they care if it's Jack or
• 01:01 the shipping department or the company?
• 01:04 No, they want their solution.
• 01:06 And if you happen to pick up the phone, or you happen to be there standing in
• 01:09 front of that person that's upset, you need to take responsibility.
• 01:15 You take responsibility, why?
• 01:17 Because in that moment you represent your company.
• 01:21 You represent Jack over there, you represent your shipping department.
• 01:26 So you're the face that represents your company, okay, and
• 01:29 this is going to set the tone for that transaction.
• 01:32 So the first thing you want to do is you want to reassure the customer.
• 01:36 Reassure the customer, put the customer at ease so
• 01:39 that they know you're there to serve them and take care of them.
• 01:43 Remember, your clients want to be taken care of.
• 01:47 So you might say something like, I will do whatever I can to make sure we
• 01:52 resolve this for you asap, okay.
• 01:56 I will do whatever I can to make sure we resolve this for you asap.
• 02:00 That's a great thing to say.
• 02:02 Or you might say this to reassure the customer.
• 02:05 I'm here now, and I promise to take excellent care of you.
• 02:10 I'm here now, what does that do?
• 02:11 Hey, listen, it doesn't matter who else you dealt with or what else happened.
• 02:15 I'm here and I promise, people love that word,
• 02:19 I promise to take excellent care of you.
• 02:22 Now, be aware, you're not promising to give them exactly what they want
• 02:27 cuz you don't know what that is, okay, or if you can even do it.
• 02:31 But you promise to take excellent care of them, okay.
• 02:35 And the next thing, the third one, you might say something like this.
• 02:38 I will do everything I can to make sure you leave happy.
• 02:41 Because all of our clients, right, the customer's not always right.
• 02:45 They always what?
• 02:47 They always leave happy, okay, and tell them that.
• 02:51 I will do everything I can do to make sure you leave happy.
• 02:55 And what else are you doing for yourself?
• 02:57 You're giving yourself some time and space in here.
• 03:00 If they are in agreement with that sentence, hey, you can leave happy,
• 03:03 we're gonna work through this thing, you got some time now to work through their
• 03:07 problem and get a solution that works for them so that they leave happy.
• 03:11 And now their focus just went from being upset to leaving happy.
• 03:15 Does that make sense?
• 03:18 The power or your words can direct the focus of what they're gonna focus on.
• 03:23 And whatever their focused on is gonna determine how they feel.
• 03:26 So if they're upset and you're saying no, no, no,
• 03:30 it's our company policy, blah, blah, blah, how's that gonna make them feel?
• 03:34 You're keeping their focus on the negative.
• 03:36 You wanna push their focus through your words, through your action,
• 03:39 through your tone, through your caring to push them in the right direction.
• 03:42 And we're gonna talk about that, positive communication.
• 03:46 So I bought this day planner, and I was excited for it, right.
• 03:50 It's a day planning company that I've been using for the past few years.
• 03:53 And I'm old school, I like to write things down.
• 03:55 I do use my devices, and I use the cloud and all that stuff, but
• 04:00 I also like to write.
• 04:01 Especially when I'm on the phone with somebody,
• 04:02 I like to write down some information.
• 04:05 So I'm waiting for this day planner.
• 04:06 They send it to me, I'm excited,
• 04:08 I rip open the box, I look in there, there it is, it's got my inserts.
• 04:13 I put the inserts in there, and I go to close the binder, and
• 04:16 the little teeth that are supposed to line up, they don't line up.
• 04:19 I'm like, what?
• 04:21 And then I tried to take the sheet of paper,
• 04:23 to put it in the teeth, those don't line up.
• 04:26 Totally useless.
• 04:27 So the company said, that's okay, we're gonna take care of it.
• 04:31 Send it back and we'll send you out another one.
• 04:34 Then nothing happens, nothing happens.
• 04:36 Finally, I call them and they tell me, it's the manufacturer.
• 04:40 The manufacturer's such, and the shipping and all this other stuff.
• 04:45 And I'm like okay, great, well, where's my planner?
• 04:48 They just kept blaming everybody else, no planner.
• 04:51 And it took, gosh,
• 04:52 it was probably like two or three months before I actually got the day planner.
• 04:56 So what was I doing?
• 04:57 I had to come up with more systems, a lot more cloud and
• 05:00 a lot more electronics, until I got that, right.
• 05:03 But they were blaming everybody else, there was no responsibility.
• 05:07 And the response, it was certainly not asap.
• 05:10 So you have to ask yourself, what can you do to make your service friendlier,
• 05:16 to make it faster, to make it easier for your clients, okay?
• 05:21 So let's go back, response and responsibility.
• 05:25 You have to reassure the customer.
• 05:27 Put the customer at ease so that they know you're there to serve them and
• 05:31 take care of them.
• 05:32 I will do whatever I can to make sure we resolve this for you asap.
• 05:36 And then you have to do it, right?
• 05:39 I'm here now, and I promise to take excellent care of you.
• 05:43 And third, I will do everything I can to make sure you leave happy.
• 05:48 Got it?
• 05:50 Awesome.
• 05:51 I'll see you guys in the next video.

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