Difficult questions 7 Customer Service

Responding to difficult questions is the easiest way to get noticed for your work. Perhaps it is good if you do it right, and maybe it's bad if you do not do well. If you want to brush up on skills to answer the tough questions, start here.

1. "Why not have it in stock?" This is an accusatory question, because the object is focused on you and why not have it in stock. This question can best be treated with the technique of the future present past. The answer may sound something like this.

"Mr. Customer's my job to make sure you share all your orders are handled in a timely manner. From this moment, the part needed to repair your widget is exhausted. Even if we have your needs met in the past, we left drop the ball on this. This is what I do. I express delivery to your address the priority shipping a drop off and leave one for your next order in the file. What do you think? "

Here I have moved away from an answer based on "you" and addressed the question "what" I can do about the situation.

2. "Why did not you or your company tell me?" Almost every time I heard this was the result of an employee not be fully trained, not by following the procedure or simply not follow through. The true root of the matter is that the person distrusts now and your company, and is seeking reassurance or a reason to re-engage the trust.

Your answer may seem so. "Mr. Customer, we do not hold up our end of the relationship we share. 'S my job to make every effort to repair and restore hope. I will personally handle all your future requests until they straighten this out. Does that sound acceptable to you? ".

Here the technique of the past present future is reversed.

And do not be defensive. Look, if you are upset that you do not communicate anything, it's there to defend the indefensible is wasting their time and showed more interest to cover your ass to repair the relationship.

3. "Why pay less than the last time I was here?" I hated to hear this question and I really hate writing now. You and I both know that there are a million different reasons for changing prices. However, if there was an increase of 20% of the price of an article last week, you could have "some 'splainin to do Lucy." (Unless you're an oil company)

Your answer may seem so. "Mr. Customer, there is a price difference between this visit and last visit. I take a look at your files, receipt records (what you have to use as a reference)? Here's what I do . We will credit your account for the difference on this increase, however, please be aware that future increases will occur from time to time to vary our charges. Is it right? "

It has never been easy for me to address this issue, but after facing so many times, I felt that having a small script would be better than flying it. Do not you agree?

4. "Can I get a refund for this item?" Another one of those money issues. It is not too difficult to deal with if the item was purchased recently. It 's much harder to do when the item is discontinued, 6 months or a year or, worse still, can not be returned to stock and can not be returned for an RFC. (Back Credit)

There is a rule to follow. If a refund is due to the customer, give it to them!

Do not process the refund and then reluctantly hand over the coin with a scornful and sarcastic comments like "Thanks for your business." (I actually saw that once at a dealer.) Or, worse yet, BLAME THE CLIENT to request a refund. I saw that in addition to a dealership.

If you know that the item can not be returned for RFC or there has been an extremely long time after the purchase, offer a compromise.

This might seem. "Mr. Customer, this part / product / service has been purchased some time ago. What I propose is this. I can offer a credit of 50% for the part / product / service on a purchase today, or I can offer credit for 50% shop for a future purchase. Which do you prefer? "Giving them an alternative is the best way to tell them you care and are willing to help, but are not exploited.

5. "Boy, did it for me the last time I was here! Why can not I do it this time?" This is the other statement absolutely hated to hear. This means that during the last visit, something happened and someone circumvented a policy, procedure or process to accelerate take care of a situation or a situation.

Worse, you may have trained customers to wait for additional product or service each time they are in as a precedent if you have not followed the action steps below. In a court of law, the above is essential to proceed.

It is necessary to properly explain to the customer exactly what they're doing and why you are doing. It is necessary to adequately document what service or product provided. Documentation beats conversation every time. Ensure that the "favor" the word is not used. Do something once as a "favor" and you're cooking in your broth.

In Customer Service does not do "favors". We provide a product, service or experience for a price. There are no favors. Or handle the request or not. Great customer service representatives to handle the request.

6. "You said that the problem / product has been resolved!" Yes, it happens. He's done well. In the auto industry, this is what is known as a return.

This type of statement from the customer is generally a statement of frustration, anger and fear. You said you were going to solve the problem and you did not. This is another one of those moments where it is not in your best interest to defend the indefensible.

Recognize and make amends. "Mr. Customer, we have disappointed you. 'S my job to get this repair / replacement / etc. And back to you as soon as possible. This is what I do. I want to order a new part / product / etc. Or provide a new service and have delivered / repaired / supplied by the end of our workday today / tomorrow. I also authorize a rental / replacement etc to take care of your immediate needs. What do you think? "

Note that I did not go into a long winded excuses. I said "we dropped the ball." You can use anything in this way until it recognizes the customer and their situation. The real thing you are looking for is for you to handle the request. There is a long sound bytes out of breath.

7. "You said you were going to call me when the part / repair / service is completed!" The absolute worst thing you can hear as a Professional Service clients.

The only thing you can do is FOLLOW UP!

You can do everything right, from the greeting to send them all the way out the door. If you have not followed them up with something that they are responsible, all the schmoozing in the world will not make them trust you again and most likely will move somewhere else.

Every time I had a client in my office that had not been followed on something that was very important to them, the situation turned out badly. And worse, I mean that costs 2 or 3 times longer to repair the situation that would have been spent if it had been handled properly. It may be that the best thing you can do is convince your customer that you and your staff is incompetent. This is the best! The worst thing you can do is make them think that you DON "T CARE! Nice choice, eh!

This might seem. "Mr. Customer, I'm not going to mince words here. We have completed our end of this transaction. Here's what I'm about to do. I will credit this transaction and ask to extend some consideration with us. I'm sure we able to fulfill our obligations to you as our customer and earn back your trust. "

In all these situations, you want to recognize the disappointment of the customer, remain calm, annulled, emotion deal with the facts, form an action statement of what you're doing, offer a solution, ask for acceptance, confirm the result.

These are seven of the most difficult questions and some possible answers. Try to change to fit the situation or write your own scripts. For the manager, you may have some lunch and learn with a list of the top ten questions that you face and the role they play some answers. It 's an easy way to get an education at home.

The important thing is to have some verbage in place and a real sincere desire to provide professional service clients.