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.
Let us give your teams the confidence to deliver both good and bad news
The NHQC will raise standards, but even so, things will sometimes go wrong, and at such times, homebuyers can quickly become very angry. Our “How to control your elephant” training with its trademark “Helping Hand” will help your front-line teams deliver bad news calmly and empathically.
The moment Jasmin realised that she'd got empathy all wrong...
Jasmin was always empathic when with her friends but she stopped short of emphasising with difficult customers.
Until she learned the reason why....