If you want to achieve in your business sales and word of mouth recommendations, converts these phrases in your dictionary.
As your company grows and you get more customers, offer good service is difficult. Therefore, it is important that you design one customer service policy that all members of the organization-from executives to clerks must comply.
However, having these principles is not enough; you need to take action in everything you say and do. There are some “magic words” that customers want to hear from you and your staff. Make sure all employees know them, understand and apply:
“What I can help?”
Consumers want the opportunity to explain in detail what they want or need. Often, business owners feel compelled to guess what customers want, rather than listening carefully. To ask how you can help, you start a positive dialogue (you are “helping” not “selling”). In addition, using an open question, you invite to a discussion that may lead to a sale.
“I can solve your problem”
Most customers, especially those in business-to-business, are looking to buy solutions. They appreciate direct answers in simple language they can understand.
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“I do not know, but I find out”
When you confront a truly difficult question that requires research to answer it, admits he does not know the answer. Few things ruin your reputation faster than trying to answer something when you do not know all the facts. Savvy shoppers can prove with any questions they know they cannot answer and then just sit quietly while you struggle to respond intelligently. An honest answer fortifies your integrity.
“I accept responsibility”
Tell your client you know is your responsibility to ensure that the service and the purchase will be completely satisfactory. Affirmative you understand what he or she expects and you’re going to deliver the product or service on time and to the agreed price. There should be no changes or unexpected costs to solve the problem.
“I’ll keep it informed”
No matter what kind of business you have, you probably require defining schedules and coordinating numerous situations simultaneously. Let them know your customers that will keep them abreast of the status of those situations or events. Customers rely more on those companies that reported, regardless of whether they are good or bad news.
“We will deliver on time”
Delivery time is a promise that you simply must meet. There should be no “closed” word or phrase “out of order” in your vocabulary.
“Monday means lunes”
Monday is Monday and the first week of May means the first week of May, no matter that there holidays, days or bridges. Your customers expect to hear “deliver on time”. One supplier or manufacturer does not comply with this, there will be remembered and will receive bad publicity.
“Just what you asked”
It will not be something “like” it will not be “better than” what was asked. They will deliver exactly what the customer bought. Even if you think a substitute favor their interests, that is a topic for discussion, not something you decide for yourself. Your client may not know all the ramifications and purchase options.
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“The work will be completed”
Assure your customer that cannot be waiting for the end piece or the last document. Never say that everything is ready “except for”…
“Thank you for your purchase”
More than just words to show a genuine appreciation for your purchase you must make calls post-sale and make sure everything has worked well, and be sure that any questions or problems have been resolved.
Forget any of these phrases can make you feel the client ignored until purchase. This will leave a feeling that is used, generating negative publicity for your company. Instead, show you truly care about your consumers leads to recommendations by word of mouth and repeat sales.
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