Customer Service Mistake: You'll Be "More Than Happy" To Help Me? |
One of my great claims to fame is the creation, testing, and validatiion of the "Customer Service Call Path."
This is a ritualized way of starting a conversation that tells the customer or prospect that you're ready, willing, and able to help them. You send this message not only through TEXT, what you say; but also through TONE and TIMING; how and when you say it.
In one sense, it is simplicity itself, just four lines out of an entire conversation that could involve hundreds or thousands, but if you deliver these morsels with the right precision, you not only get happier clients, but you can reduce transaction times by 33% or more.
So, calls are pleasantly shorter, more to the point, and customer waiting times are reduced.
But some of my imitators are shooting themselves in the foot by saying: "I'll be MORE THAN HAPPY to help you with that!"
This can easily boomerang, sounding insincere to the customer, while embarassing the rep, advises Dr. Gary S. Goodman, top speaker, Fortune 1000 consultant, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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