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Reassure the Customer

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About this lesson

This section covers how to reassure the customer that you are taking excellent care of them.

Exercise files

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Reassure The Customer.docx
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Reassure The Customer - Solution.docx
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Quick reference

Reassure the Customer

Learn how to reassure the customer that you are taking excellent care of them.

When to use

You should always reassure your customer and take responsibility for something that has gone wrong to let the customer know that they are important.

Instructions

Response and responsibility.  Your response to the customer is crucial and if someone has a problem you need to take responsibility for it.  Even if it was your co-workers fault or the shipping departments fault, you take responsibility because in that moment you represent your company.

Reassure your customer and put the customer at ease so they know you are there to serve them and take care of them. 

  • “I will do what whatever I can to make sure we resolve this for you ASAP.”

Take responsibility for a customer’s problem: 

  • “I am here now and promise to take excellent care of you.”

Change a customer’s focus from being unhappy to happy or from having a negative experience to a positive experience.

  • “I will do everything I can to make sure you leave happy.” 

The power of your words can direct what the customer is going to focus on.  Push the customer’s focus to be positive.

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  • 00:04 In this video, we're gonna talk about your response and
  • 00:08 your responsibility to your clients.
  • 00:11 Your response and responsibility, so what does that mean?
  • 00:14 If you have an upset customer, or just a customer you're trying to serve and
  • 00:20 trying to get a solution for them, your response is crucial.
  • 00:24 And if somebody had a problem, you need to take responsibility for it.
  • 00:28 Because, here's an example.
  • 00:31 Somebody calls you., they're upset.
  • 00:33 And they're not really upset at you, they're upset at your co-worker, or
  • 00:37 they're upset with something that your company did, right.
  • 00:40 And it wasn't even your fault.
  • 00:42 How do you react?
  • 00:44 Do you tell them, those guys down in shipping, they're always screwing up?
  • 00:50 Or, wow, Jack, Jack's horrible, I can't believe he did that to you, right.
  • 00:56 So what does that mean?
  • 00:58 The client on the other side, do they care if it's Jack or
  • 01:01 the shipping department or the company?
  • 01:04 No, they want their solution.
  • 01:06 And if you happen to pick up the phone, or you happen to be there standing in
  • 01:09 front of that person that's upset, you need to take responsibility.
  • 01:15 You take responsibility, why?
  • 01:17 Because in that moment you represent your company.
  • 01:21 You represent Jack over there, you represent your shipping department.
  • 01:26 So you're the face that represents your company, okay, and
  • 01:29 this is going to set the tone for that transaction.
  • 01:32 So the first thing you want to do is you want to reassure the customer.
  • 01:36 Reassure the customer, put the customer at ease so
  • 01:39 that they know you're there to serve them and take care of them.
  • 01:43 Remember, your clients want to be taken care of.
  • 01:47 So you might say something like, I will do whatever I can to make sure we
  • 01:52 resolve this for you asap, okay.
  • 01:56 I will do whatever I can to make sure we resolve this for you asap.
  • 02:00 That's a great thing to say.
  • 02:02 Or you might say this to reassure the customer.
  • 02:05 I'm here now, and I promise to take excellent care of you.
  • 02:10 I'm here now, what does that do?
  • 02:11 Hey, listen, it doesn't matter who else you dealt with or what else happened.
  • 02:15 I'm here and I promise, people love that word,
  • 02:19 I promise to take excellent care of you.
  • 02:22 Now, be aware, you're not promising to give them exactly what they want
  • 02:27 cuz you don't know what that is, okay, or if you can even do it.
  • 02:31 But you promise to take excellent care of them, okay.
  • 02:35 And the next thing, the third one, you might say something like this.
  • 02:38 I will do everything I can to make sure you leave happy.
  • 02:41 Because all of our clients, right, the customer's not always right.
  • 02:45 They always what?
  • 02:47 They always leave happy, okay, and tell them that.
  • 02:51 I will do everything I can do to make sure you leave happy.
  • 02:55 And what else are you doing for yourself?
  • 02:57 You're giving yourself some time and space in here.
  • 03:00 If they are in agreement with that sentence, hey, you can leave happy,
  • 03:03 we're gonna work through this thing, you got some time now to work through their
  • 03:07 problem and get a solution that works for them so that they leave happy.
  • 03:11 And now their focus just went from being upset to leaving happy.
  • 03:15 Does that make sense?
  • 03:18 The power or your words can direct the focus of what they're gonna focus on.
  • 03:23 And whatever their focused on is gonna determine how they feel.
  • 03:26 So if they're upset and you're saying no, no, no,
  • 03:30 it's our company policy, blah, blah, blah, how's that gonna make them feel?
  • 03:34 You're keeping their focus on the negative.
  • 03:36 You wanna push their focus through your words, through your action,
  • 03:39 through your tone, through your caring to push them in the right direction.
  • 03:42 And we're gonna talk about that, positive communication.
  • 03:46 So I bought this day planner, and I was excited for it, right.
  • 03:50 It's a day planning company that I've been using for the past few years.
  • 03:53 And I'm old school, I like to write things down.
  • 03:55 I do use my devices, and I use the cloud and all that stuff, but
  • 04:00 I also like to write.
  • 04:01 Especially when I'm on the phone with somebody,
  • 04:02 I like to write down some information.
  • 04:05 So I'm waiting for this day planner.
  • 04:06 They send it to me, I'm excited,
  • 04:08 I rip open the box, I look in there, there it is, it's got my inserts.
  • 04:13 I put the inserts in there, and I go to close the binder, and
  • 04:16 the little teeth that are supposed to line up, they don't line up.
  • 04:19 I'm like, what?
  • 04:21 And then I tried to take the sheet of paper,
  • 04:23 to put it in the teeth, those don't line up.
  • 04:26 Totally useless.
  • 04:27 So the company said, that's okay, we're gonna take care of it.
  • 04:31 Send it back and we'll send you out another one.
  • 04:34 Then nothing happens, nothing happens.
  • 04:36 Finally, I call them and they tell me, it's the manufacturer.
  • 04:40 The manufacturer's such, and the shipping and all this other stuff.
  • 04:45 And I'm like okay, great, well, where's my planner?
  • 04:48 They just kept blaming everybody else, no planner.
  • 04:51 And it took, gosh,
  • 04:52 it was probably like two or three months before I actually got the day planner.
  • 04:56 So what was I doing?
  • 04:57 I had to come up with more systems, a lot more cloud and
  • 05:00 a lot more electronics, until I got that, right.
  • 05:03 But they were blaming everybody else, there was no responsibility.
  • 05:07 And the response, it was certainly not asap.
  • 05:10 So you have to ask yourself, what can you do to make your service friendlier,
  • 05:16 to make it faster, to make it easier for your clients, okay?
  • 05:21 So let's go back, response and responsibility.
  • 05:25 You have to reassure the customer.
  • 05:27 Put the customer at ease so that they know you're there to serve them and
  • 05:31 take care of them.
  • 05:32 I will do whatever I can to make sure we resolve this for you asap.
  • 05:36 And then you have to do it, right?
  • 05:39 I'm here now, and I promise to take excellent care of you.
  • 05:43 And third, I will do everything I can to make sure you leave happy.
  • 05:48 Got it?
  • 05:50 Awesome.
  • 05:51 I'll see you guys in the next video.

Lesson notes are only available for subscribers.

Verbal and Nonverbal Cues
05m:12s
Respond Quickly
04m:07s
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