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Within the realm of customer service, a knee-jerk “no” response can shut a dialog down chilly — and injury the relationship between a enterprise and its prospects. Because of this it is important to coach all staff to undertake a constructive strategy, what I name “default of sure,” a easy change (although laborious to enact and maintain) that’s completely sure, I’ve discovered, to considerably enhance customer support and the shopper expertise.
The purpose is to by no means say a blunt “no” (aside from to the damaging requests I delineate on the very backside of this text), however, as an alternative, make each effort to reach at a “sure” for every customer interaction.
What you are seeking to obtain is an organization tradition the place each staff member is poised to reply affirmatively to buyer requests, even earlier than understanding what the query or request is perhaps. This strategy requires dedication and dedication from everybody concerned within the firm, from top-level administration to frontline staff.
As a customer service consultant, and as a buyer expertise coach, I frequently advocate for the adoption of this “default of sure” strategy as a common customer support follow. As soon as this strategy is ingrained in your customer support requirements and greatest practices, and most significantly in worker mindset and behaviors, the magic will quickly start.
Expressions comparable to
“Possibly she may also help you when she will get within the morning; please name again then”
“Sadly, we can’t accommodate that request” are simply alternative ways to verbalize a “no.” Even when these refusals are articulated in probably the most refined language, they nonetheless characterize a useless finish for the shopper.
A “No” or “We won’t try this” shuts the door to continued dialogue. Against this, a response like, “Here is what we can do,” retains the traces of communication open, fostering customer loyalty and keenness to your model. This constructive strategy paves the best way for sustainable profitability to your firm.
Let’s take a real-life instance of how this strategy may be carried out. Joanne Hassis, an exquisite salesperson at Nordstrom King of Prussia (Larger Philadelphia), went above and past to keep away from disappointing a buyer (me!) with a “no.” When Nordstrom’s provider discontinued my favourite short-sleeve shirts, Joanne discovered another answer from a competing website with private-label shirts. Regardless of not making any direct cash for herself or Nordstrom, her motion solidified my loyalty to her and the model, and I proceed to advocate her providers to others.
Essential exceptions to “sure”
Nevertheless, it is very important be aware that there are conditions the place a “default of sure” strategy shouldn’t be utilized, significantly when security, well being, safety, privateness or authorized compliance dangers are concerned. Doing so can result in harmful outcomes.
Listed here are a couple of examples: Permitting a buyer to maneuver chairs round in a manner that obscures a required emergency exit, bypassing account verification procedures, over-serving alcohol at a bar, leaving a swimming pool security gate open for comfort or providing a trip after consuming alcohol.
In abstract, whereas the “default of sure” strategy is a robust instrument for delivering exceptional customer service, it ought to at all times be balanced with concerns for security, privateness, safety, and well being. Adopting this strategy will enhance your buyer relationships and contribute considerably to your organization’s backside line. Nevertheless, it’s essential to keep in mind that the final word purpose isn’t just about saying “sure” however about discovering options that fulfill each the shopper and the corporate with out compromising security and safety.