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Careful Words Say It on Your Consumer

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					Careful Words Say It on Your Consumer

Dealing with customers, sometimes it is not easy. You need to be careful that the words you say
do not offend or hurt consumers. Below is a list of words you should not say to your customers.
What are they? Here are the words that you should avoid the consumer.
• "What is your problem?"
Words such as these may be common complaint you hear when they wanted something.
Though the sentence seem less polite.
The phrase used is more appropriate "Can I help you? '. And let the customer explain the
problem at hand.
• "I do not know"
The word "I / we do not know" impress your ignorance in serving consumers. If you do not
understand consumer issues, you should replace it as the answer to "I try to check with my
boss".
• "I can not do that"
Suppose you are a consumer who asks you to do something that goes beyond your jurisdiction,
you should not say "I can not do it" because the sentence is negative.
A more precise answer can be substituted for example with "What I can do is ...".
• "It's not my job"
This is probably one of the most frequent phrase you hear. When you complain to the person
who is not a case that you are facing, you will find the answer.
Sentences better expressed if the find the situation as "I am very happy to drive you to the
person who handles the issue."
• State the price that do not fit
Suppose you were a customer, and asked how much it cost, then your answer eg between Rp
800 thousand to Rp 1 million. This is an incorrect answer. But because of the uncertainty factor,
even if you specify the price range, but the consumer will remember is the lower price. So if for
example will cost the consumer is charged the highest prices, the consumer can bring it up and
may be disappointed.
How should? We recommend that you specify the right price. Not using the range. Suppose it
costs Rp 700 thousand, mentioned 700 thousand, Do not specify a price range between Rp 500
thousand to Rp 700 thousand.
• The words "We're sorry, but ..."
When you apologize for consumer complaints with your service, do not follow the word "but".
Because the word "but" indicates that you are not sincere to apologize. There are still reasons
you give for self-defense. Better how?
Replace the word "but" with the word "and". The word "and" is more neutral than the word "but"
which contains a contradiction. Say "We apologize and these solutions we offer." The sentence
was better than "We're sorry, but we have a solution."
• The word "you should ..."
For example appears saying "You have to come to the X to resolve the issue." Word "should
be" memorable force. Therefore you should avoid when dealing with consumers.
We recommend that you replace with tense bidding. For example, "Will you to the X that
handles these issues?" Or "I'll take you to the X to help you."
Using the right words is very important to maintain customer satisfaction. Using words such as
above are also not only required by the customer service, but it should be studied by all
members of a company. For essentially the problem handle customers well is a common task of
all components in an enterprise.

				
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posted:12/3/2012
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