About this lesson
This section covers how to reassure the customer that you are taking excellent care of them.
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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.
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.Login to download
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