Jenny discovers how to ditch the wishy-washy words that make "no" sound worse.
Saying no to customers is one of the hardest things in customer service. Many struggle with it and try to soften the blow by adding wishy-washy words. However, when they do this, they add a double negative and give the impression that they lack confidence.
Colin discovers the antidote to "It's against company policy."
Customers can become very aggravated when told, "It's against company policy." It can feel like a fob-off and make them want to speak to a higher authority. Especially when they ask, "What is the policy?" and all they get back is a shrug or an "I'm not sure." As this article explains, there is a better way.
Do you need to improve your demonstration and handover skills to meet NHQC requirements?
The demonstration can be a “make or break” moment in the customer journey. Get it right, and customer satisfaction soars. Get it wrong, and you could be in for a long period of moans and groans. Over 32,000 people have attended our unique “hands-on” demonstration and handover training courses. So let us show your team how to “get it right”.
Would you prefer to leave your demonstrations to the professionals?
Every year, we deliver over 2000 new home demonstrations for housebuilders, large and small. Every demonstration is delivered by fully trained people to the highest professional standards and, at times to suit the customer. Think of the time and costs you could save. And the improvement in customer satisfaction.