| 08/11/08 | ||
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5 Phrases That Help Diffuse Testy Customers | |
| 1. | "I hear what you're saying." Listening to your clients and customers is key. Sometimes all they need to do is vent. | |
| 2. | "I'm sorry this has happened." Many angry customers simply want an acknowledgement that a mistake has been made or that their complaint is being taken seriously. | |
| 3. | "I would feel the same way if I were you." Empathy works wonders. | |
| 4. | "I'll get to the bottom of this." Clients appreciate it when you take the initiative. Even if you can't solve their problem immediately, let them know the steps that are being taken to resolve the situation. | |
| 5. | "Thank you for your patience." For those times when the resolution takes a bit longer than expected. | |
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