As soon as possible – four words that can ruin your business and your customer service reputation in a heartbeat.
It never ceases to amaze me that one person can say to another “I’ll get that done for you as soon as possible” and both parties end the conversation happy. This despite the fact that neither party has any clear idea of what the other means.
There is, of course, a big difference between an anaphylactic shock as a result of eating nuts and the hurt you get from a customer who drives you nuts. But yet, both experiences share the same place in your brain ready for instant recall. The difference is that one recall could save your life whole the other recall could cause serious damage to your customer relationship.
If you find yourself paying little attention to the flight safety briefing you may be missing out on some excellent customer service advice.
Go on, force yourself…. Put down your phone, Kindle, book, magazine or newspaper and really LISTEN.
Be clear with all times and dates is one of the mantras from my How to control your elephant training course.
Meaningless, non-committal, drivel!
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