Do you know when to say “no” to your customers?14 de November de 2016 in Blog, Help Desk, Satisfaction
Answer quickly: “The customer is always right?” If you’re the kind of person who always answers yes, without blinking, maybe it’s time to review that concept.
What we are going to say may sound a bit pretentious at first, but over the arguments you will end up agreeing with the ideas, after all, organizations cannot afford the luxury of pleasing Greeks and Trojans (although many insist).
And it is a fact that there are customers with legitimate requests who really want to be heard and are willing to do everything to solve your problem, but it is also important to evaluate the recurrence of complaints that come to your company because they require Organizations.
And the truth is one: it is extremely important that you reflect on how far your client is right, what are the limits? And how to do that?
And one of the ways to do this is by training your team and stipulating rules aligned with the values and mission of the company.
Your team is also right, do not forget that.
Providing good support / customer service is required, there is no excuse for not doing so, however, this doesn’t mean that it should be run at any cost.
É extremamente importante que seus colaboradores sejam orientados sobre como lidar com usuários difíceis e também confiar neles…
Your team needs to know that the company is also on the side of it, you have to show that in certain situations, the professional is right, not the customer and in this way, motivate them to serve the “good” customers.
Saying NO is so important as saying yes!
It may seem obvious in theory, but in practice saying “no”, especially in the business world, is not always the easiest, especially when it comes to customers.
But the truth is that the company that makes exceptions, which accepts any request, can jeopardize your credibility and your business, can scratch your reputation with the right and faithful customers.
This does not mean treating the customer indifferently, on the contrary, if the consumer is complaining, the first step is to listen carefully because he may not be right, but he has reason to believe he has it.
Get it with a smile, have good will and show willing to settle within the rules of the game. Confront the customer ever!
So defining rules, policies of conduct that are aligned with the mission and values of your company, are of the utmost importance. If what is being asked escape this scope, it is time to say no.
Serving Greeks and Trojans may not be very cool for your team’s productivity.
Very difficult consumers demand a lot of time and energy from their team, occupying the place of that customer who only wants to have his problem solved, pure and simple, without controversies and unnecessary attitudes.
Use customer service software to identify the profiles of your users.
We know that it is a controversial subject and in practice a difficult decision, but perhaps it is the moment to give up bad clients, to give due attention to those who really want to do business with your company.
Ready to start saying “no”?