“The customer is always right.”
It’s an old expression that most English-speaking employees know.
Does it mean that no customer has ever made a mistake before?
Are your customers really always right?
Of course not.
But the idea is that it’s important to TREAT all customers like they’re right. Treat them with respect, listen to their concerns, try to help them feel satisfied.
Great communication is an ART. The way you talk to customers has a big impact on your brand, and nothing delivers customer satisfaction quite like consistently delightful communication.
Think of tone on a spectrum
Take the examples above: “Anything else?” and “What else can I help you with?”
USE POSITIVE LANGUAGE. Positive language keeps the conversation moving forward and prevents accidental conflicts due to miscommunication. Words like can’t, won’t, and didn’t and phrases like “you have to” or “you need to” are usually interpreted as negative.
BE BRIEF BUT NOT BRUSQUE. The goals of a support reply are to answer the customer’s question and to make them feel heard
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