Of course, the customer isn't always right. However...
Micah Solomon - Customer Service Consultant
![Micah Solomon - Customer Service Consultant]()
Micah Solomon - Customer Service Consultant
Customer Service Consultant, Speaker, Trainer, Author, Forbes Senior Contributor || Customer Experience (CX)
Of course, the customer isn’t always right.?But?exceptional customer service generally depends?on?letting them feel that they are.
In most situations, you want to avoid correcting or contradicting a customer. And if you do need to correct them (for their own benefit or for a safety, health, or privacy reason), make it seem like their mistake was an easy one to make, even that you've made it yourself in the past.
??– Micah Solomon - Customer Service Consultant , customer service transformation expert, trainer, consultant, and author. (That's me!) [email protected] www.micahsolomon.com 484-343-5881?
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
2 年Micah, ?I emoji ?? and verbally celebrated your post to express my appreciation. In appreciation and in the spirit of paying it forward, I offer, in collaboration, this QUI Takeaway: To a complaining customer, you are not the representative of the company. You ARE the company. So own it. Be?the CEO of the moment.? Take the perspective that the customer complains because he wants to help your business. Otherwise, he simply would have left, saying nothing, intent on never coming back. Listen and allow him to vent. Angry or frustrated customers generally will not listen or accept your apology until they have an opportunity to voice their frustrations. And listen to their complaints with the intent to take action, not to give an explanation. To a customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses. Listen empathetically, apologize, and do whatever it takes to resolve the problem. As the CEO of the moment, take it personally. Take it professionally. Just don’t take it home. Thank you, Micah, for sharing your insight and collaborating with me. I very much appreciate you. As you are always, be GREAT out there!
Realtor Associate @ Next Trend Realty LLC | HAR REALTOR, IRS Tax Preparer
2 年Thanks for sharing.
Over 16 years Helping Mature Entrepreneurs & Small Business Owners Build Thriving Online Businesses & Authentic Connections | Guiding Success with Self-Care | Copywriter B2B Professionals | Speaker | Podcast Host
2 年Love the shift you recommend Micah Solomon. Thank you.