Delivering customer service excellence with positive, solution-focused responses
Delivering customer service excellence with positive, solution-focused responses
Customer satisfaction can be strongly influenced by the immediate responses given whenever customers ask a question or make a request of us. The initial response we give indicates to the customer how solution-focused we are, whether we are really listening to understand their needs, are empathetic and collaborative. The choice the service giver makes about the words they use and how they demonstrate the action that they will take is fundamental to delivering excellent service.
Building rapport and demonstrating that we are an organisation which listens and cares can easily be demonstrated in the first thing we say to a customer. Whatever the request, question, or feedback, we can always start with something positive, what can be done, something appreciative, empathetic, or collaborative. When we consider questions initially, these fall into three categories. Things we can say ‘yes’ to, things we are not sure about, and situations where we are unable to do exactly what the customer is asking of us or where we have to say ‘no’. Taking each in turn, by listening out to service providers either in your own organisation or as a customer, you will hear how quickly trust and satisfaction can be built, as well how easy it is to trigger dissatisfaction very early in an interaction.
Saying ‘yes’
When we can do what the customer asks of us it is important to clearly tell them yes, we can do that. When we listen to customer service interactions it is surprising just how often we can miss the opportunity to definitely and unequivocally say yes, we can do what you are asking of us. In our experience we hear responses that start with a question rather than a definitive ‘yes,’ we can do that for you. Saying ‘yes’ clearly and positively when we know we can meet the customer’s need, before asking any clarifying questions gives the customer confidence that we have options and a way forward for them, and the details can then be worked out.
Let me check to see what is possible
If there is any doubt that we can provide exactly what the customer is asking of us, then the first thing to say is that we will check to see what is possible. It is essential not to raise false hope or create doubt for the customer. Phrases such as ‘that should be OK’ or conversely ‘I’m not sure we will be able to do that for you’ cause potential unnecessary disappointment either immediately or in the future when we discover that in fact, we are not able to do what the customer asked. Simply saying to a customer as our first response, I would be happy to find out for you or let me check for you, avoids these service pitfalls.
Start with what you can do when the answer is ‘no’
Finally, the most important response to get right by the first thing said is when you know you are not able to do exactly what the customer wants or definitely have to say ‘no’ to a specific request. To build positive relationships and trust it is of course important to be clear about things we are unable or unwilling to do. Starting with something that is possible, an alternative or an empathetic statement, only then followed by what is not possible, demonstrates to the customer or other person that we are committed to finding solutions or can appreciate the impact of the situation on them.
A tipping point for excellent service
Always starting a response to a customer’s question with what is possible, what action we will take to check and of course clearly saying ‘yes’ when we can immediately assist is a tipping point for excellent service which builds trust and satisfaction. The opposite, saying what we are not able to do as an immediate response, missing the opportunity to clearly say ‘yes’ or instilling false hope or doubt into a customer’s mind is a disservice to them and is likely to result in customer dissatisfaction or disappointment.
At MGI, we have been out and about surveying retailers and call centres to find out what responses are given to a question that is likely to result in the service giver needing to check what is possible and potentially having to deliver disappointing news. While initial indications show there are some excellent examples of positive service, the larger proportion of responses miss the opportunity to demonstrate that solution-focused approach. We will share the results of this research in upcoming articles.
Book a chat with us to find out how our Mindset, Language & Actions Toolkit can equip your customer service teams with everything they need to deliver positive, solution-focused responses first time, every time.
Our Resources
Discover our free downloadable tools, checklists, guides and eBooks, designed to help you and your people thrive at work.
Eight essentials to improve customer satisfaction
At the heart of driving high levels of customer satisfaction, we’ve identified eight factors that serve as the foundations of a customer-focused culture. Concentrating diligently on these will provide you with a road map for determining the customer centricity of your organisation and whether the foundations for excellent customer satisfaction are in place. Check out […]
Discover
Six Steps to Confident Conversations for Managers and Teams
Being confident and positive in conversations with colleagues, customers, suppliers and stakeholders will help to manage any situation that arises in a constructive, appreciative and empathetic way. The ability to manage any workplace conversation efficiently and appropriately will ensure a more enjoyable and productive working life, allowing everyone to thrive and achieve their goals and […]
Discover
Four important productivity characteristics of Customer Service teams
There are many ways to enhance productivity at work. At the heart of every organisation, whether for profit or not, productivity is of course critical to ensure goals are achieved in the most effective way. From our work with clients all around the world we have identified four important characteristics found in highly productive Customer […]
Discover
Guide to assess your listening skills
If you pause to reflect for a moment, consider how well do you truly listen? When we assess listening skills on our programmes, senior executives to the frontline participants tell us they realise they could do better. They become aware that they could substantially enhance and build on their listening skills so that we have […]
Discover
Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Our simple Checklist and guide will help you to determine whether your teams need more help in understanding how to respond positively, constructively or empathetically.
Discover
Information Guide: How to ensure long-lasting impact from training
We know that strategic, all-encompassing embedding support is essential for achieving long-term behavioural change and success from any significant training investment. Use our information guide to ensure you are considering all aspects of the training experience to gain maximum benefit from your investment in training, whether it be a focus on your culture, a transformational […]
Discover
Assessment tool: Do your people have an Optimal Mindset?
Use our checklist assessment tool to find out whether your teams are displaying a positive, motivated and optimal mindset in their day to day activities and whether they are equipped to deliver great service, collaborate with others in the team and contribute to excellent outcomes every time. This will help you to gain invaluable insight […]
Discover
Checklist: Do your people demonstrate Ownership & Responsibility?
Use our Assessment tool to find out whether your team members clearly demonstrate ownership and responsibility in their interactions with customers and colleagues. Is this consistently demonstrated? Do they need a reminder? Or is it something that needs to be developed? Having a clear understanding will allow you to gain invaluable insight and plan to […]
Discover
Assessment Guide: Management Training Needs
Do your managers have what it takes to be exceptional leaders who influence and inspire? Use our Management Training Assessment Guide to gauge your managers’ self-awareness, self-management and communication skills; their proficiency in advanced listening and questioning techniques; and their overall potential to be exceptional leaders who value diversity within their teams and can flex […]
Discover
Assessment tool: 12 Questions to ask your customer service team
How are your team thinking about your customers? Use our 12-question assessment tool to keep your finger on the pulse of what your people are thinking and feeling about their interactions with customers and whether they truly feel equipped to give great service. Build this assessment into your team meetings, or 121’s and gain important […]
Discover
eBook – How to Excel at Customer Complaints
How are your customer service teams handling the feedback and complaints that come their way at work? Do they welcome them as opportunities to showcase their skills as confident and capable customer service advisors, always happy to rise to challenges with a positive and solution-focused mindset, determined to do their best every time? Or is […]
Discover
Connect with us
Ready to discover what we can do for you?