When it comes to Customer Service, saying 'No' to a client is the kiss of death. The companies that provide the best support and service know this - it's time you do too.
How do I know this? My first job was with Apple.
The biggest 'secret' behind Apple's success in Customer Support is that they ensure everyone - and I mean absolutely EVERYONE - passes an exam before they're allowed to sell or fix any of their products. This includes resellers as well. Part of the training involves how to speak to customers, and a major part of it is never saying 'No.'
By saying 'No' you're immediately telling the client that there is no way your product will ever meet their needs. That's not the impression you want to give, and this is for sure the fastest way of losing customers.
Instead use words like "At this moment this isn't possible" or "That's an amazing idea! I'll be sure to forward it to the team." This is by far a more friendly approach, and it reassures the client that you will do your best to accommodate them.
So stop saying 'No' and start saying 'super!' instead - your customers will appreciate it and your satisfaction ratings will go dramatically up.
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