Reaching agreement Flashcards
“Well, let’s talk about the company’s objectives” is an example of
Move away from a contentious point
“Let’s look at our results from the last year” is an example of
Move away from a contentious point
“So, what figure did you have in mind?” is an example of
Invite the other party to make an offer
“How much did you want to spend?” is an example of
Invite the other party to make an offer
“I just want what’s best for this organization” is an example of
Avoid the personal, emphasize the group
“We have to keep in mind the best interests of the company” is an example of
Avoid the personal, emphasize the group
“It’s my job to keep this company on target” is an example of
Focus on the realistic
“What you’re proposing just isn’t possible at this time” is an example of
Focus on the realistic
“We can live with that, but we’ll have to rethink our plans” is an example of
Make concessions
“If we see an increase in revenue, perhaps we can renegotiate later” is an example of
Make concessions
Don’t say “I’m not sure.”
It signifies helplessness and lack of competence.
Don’t say “Let me check.”
It is a vague phrase that leaves your customer in limbo.
Don’t say “I can’t help you.”
It is inherently rude and shows that customer service reps have no business using on the phone.
Don’t say “Visit our Help Center instead.”
It’s like someone you ask for directions just hands a map and says, “figure it out.”
Don’t say “Calm down.”
If a customer is angry or upset, it is your job as the customer service rep to calm them down by solving their issue
Don’t say “You’re mistaken.”
Shy away from any language that smacks of correction or direct contradiction to what the customer is saying.
Don’t say “I’m having a bad day.”
If reps are clearly struggling on the phone with clients, in the mind of the customer, so is your business.
Don’t say “We’ve never had this issue before.”
This futile attempt at reassurance makes no difference in the mind of the customer.
Don’t say “Let me call you back.”
If you need to do some serious research or consulting with your team prior to resolving their issue, let the customer know.
Say “Happy to help!”
Whatever the reason, you need to let them know that you’d be happy to hear them out.
Say “Let me know if there’s anything else I can do for you.”
It’s my way of saying that it would be my pleasure to assist with any lingering concerns that may have cropped up.
Say “I understand how annoying/ sad/ upset that must be.”
But be careful, great support is defined by genuine empathy.
Say “As much as I’d love to help, your request is beyond what we’re able to do for customers.”
It’s never fun to say, “We can’t do that,” but you can at least do it nicely.
Say “Great question! I’ll find that out for you!”
Whenever you’re able to put the spotlight on what will be done rather than what’s happened, you’ve made a smart move.
Say “Nice to meet you!”
Using a friendly tone of voice goes a long way in creating real customer engagement.
Say “May I ask why that is?”
Even if the comment feels malicious, you might be curious as to what brought them to that conclusion.
Say “Thanks for bringing this to our attention!”
People who offer a detailed report of a bug they encountered are the unsung heroes of your product’s quality control.
Say “I completely understand why you’d want that.”
You have to say “no.” But you can at least empathize and acknowledge that people use your product in many different ways.
Say “I’d love to understand more about …”
You’re letting them know they have your ear and that they’re free to share more of their frustrations with or use cases for your product.
Say “I’ve passed this on to our team”
Assuring a customer that you have recorded their comment and passed it on to the right people helps them feel listened to and appreciated.
Say “I’ve read through the conversation so far.”
Often, support conversations need to be handled by more than one customer service team member due to a shift changeover or a question that requires special handling.
Say “Thank you for being our customer!”
A genuine thank you is rare, but it’s a very simple, positive way to build a stronger relationship with the people who really do pay the bills.
Don’t say “Your call is important to us.”
If you aren’t doing anything to keep that business, they know you don’t mean it.
Don’t say “Our apologies for any inconvenience this may cause.”
Instead of resorting to an overused, disingenuous expression, be specific and direct.
Don’t say “Thank you for the feedback.”
Try replacing customer feedback with customer insight to put a more positive, authentic spin to your support interactions.
Don’t say “Unfortunately, I can’t do that for you.”
Take something that might sound negative and turn it into something positive.
Don’t say “I’m sorry you feel that way.”
By going beyond the typical non-apology, you can win back a customer who you might have otherwise lost.
Don’t say “Can I help you with anything else today?”
Being able to read the room and react appropriately to a customer’s mood is important for a good customer service interaction.
Don’t say “I’m sorry. I didn’t recognize that request.”
Customers hate being told that they aren’t asking their question quite right.
