The next time you come in contact with an unhappy customer, try one of these phrases. They are highly effective in helping to restore customer confidence and facilitating diplomatic problem solving.
“The problem you experienced is no more acceptable to us than it was to you.”
“I understand your concern. What do you think would be fair?”
“Although you might not agree with my decision, I’d like to explain it so you can at least understand.”
“Thank you for bringing this to our attention. We appreciate customers who let us know when things aren’t right.”
“Thank you so much for your feedback. We appreciate you giving us an opportunity to correct the problem and to meet your expectations.”
“Have I done something personally to upset you? I’d like to be a part of the solution.”
“Mr. Warren, we want to get to the bottom of this just as much as you do.”
Myra Golden is an award-winning professional speaker and principal of Myra Golden Seminars, LLC, a customer service training firm serving clients in food and beverage, banking, healthcare, hospitality, and other industries. Her client list includes McDonald’s, Johnson & Johnson, Coca-Cola, Frito-Lay, Michelin Tires, Pirelli, and Procter & Gamble, among many others.
For hundreds of ideas for customer service improvement for use in customer service training, visit the customer service training resource portal by going to www.totalcustomerservicetraining.com
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