In Customer Service, ‘No’ Is A Dead End. Training Employees To Respond This Way Instead Is Key.

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Take a look at the lengths that Joanne Hassis, sales representative par quality at Nordstrom King of Prussia (higher Philadelphia), will go to prevent disappointing her consumer (in this case, me!) with a ” no.” Recently, my preferred short-sleeve shirts, which I had actually been purchasing from Nordstrom for many years, were ceased by Nordstroms provider, and, as a result, Joanne was no longer able to offer them to me..

It makes a powerful difference in your client service success and operational quality to train everyone in your company to have a “default of yes, to do their part toward developing a company where your the team is excited to find a method to respond to every client with ” yes,” even before you have actually discovered what the concern is, what theyre about to ask of you..

( How numerous things are wrong with this one? You might have as easily said, “Oh, definitely. She gets in about 9:30 every day however, regrettably, shes currently gone today. Isnt that so much better?!

Now, if you cant offer the particular yes the consumer is asking for, or was expecting, or anticipating, or demanding, nevertheless aim to never flat-out tell the customer “no” without offering a couple of sensible alternative yeses that might work for the client as an alternative option..

Please do not misapply this articles advice in any of the following ways–.

…” Sadly, we can not accommodate that demand.” (It doesnt make it any much better if you sound like youre trying for a Grey Poupon commercial or a part in ” The Crown.” Snooty language doesnt keep a ” no” from being a ” no.”).

Instead of just stating, ” Sorry, Micah– thatll be a no,” she discovered a service, even though it originated from a competing website with private label shirts that Joanne felt would work as an alternative. While this didnt make any money straight for Joanne or Nordstrom, you can wager that Im now more faithful than ever about purchasing the rest of my wardrobe from Joanne– and about recommending her services to others. (As, in truth, Ive done here.).

While this didnt make any money directly for Joanne or Nordstrom, you can bet that Im now more loyal than ever about purchasing the rest of my wardrobe from Joanne– and about advising her services to others.

” Sure, Ill bypass our passcode confirmation procedures and get you into your account, since youve forgotten your password.” “Feel free to keep drinking at our bar far beyond the point of sobriety.”.

Consider this concept: ” No” is a dead end. ” We cant do that” is a dead end. But ” Heres what we can do” keeps the channel of communication open, and drives the kind of client passion and commitment that will keep your company, on a sustainable basis, in the black..

” We dont mind if you move your chair in front of that marked emergency situation exit.”.

How an Iconic Salesperson at Nordstrom Applies the Default of Yes.

… or, and this might be the example I hate the most ….

” Ill be happy to drive you to the airport although Ive had a couple of end-of-day beverages already.”.

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Customer Care Training Resource: The MAMA Method of customer support healing (dealing with and reversing upset clients).

…” Thats not my department.”.

Before I leave you, I want to tension that there is a set of circumstances where you should not even be attempting to get to yes. This is when the request has risky security, health, or security ramifications.

( How numerous things are incorrect with this one? You might have as easily stated, “Oh, absolutely. She gets in about 9:30 every day however, sadly, shes already gone today.

” Yeah, thats great if you prop open our swimming pool safety gate to make load-in and load-out simpler for your kids birthday party.”.

And you should devote to this default of yes yourself: Write it into your customer care standards, your client service finest practices, to never state “no,” instead devoting yourself to an objective of getting to yes for each among your clients in every interaction instead of determining ways to say …

Thats why, as a client service specialist, trainer, and eLearning manufacturer, I strive to thrill my customers about putting this “default of yes” into practice across the board..

— and so forth.

Getty (Spa Reception Imagery).

Important exceptions to the Default of Yes: Health, Privacy, Security, Safety.

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