Customer Service Mistake: You’ll Be "More Than Happy" To Help Me?
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Send to a friend by YMAuthor: Dr. Gary S. Goodman
One of my great claims to fame is the creation, testing, and validatiion of the "Customer Service Call Path."
This is a ritualized way of starting a conversation that tells the customer or prospect that you’re ready, willing, and able to help them. You send this message not only through TEXT, what you say; but also through TONE and TIMING; how and when you say it.
In one sense, it is simplicity itself, just four lines out of an entire conversation that could involve hundreds or thousands, but if you deliver these morsels with the right precision, you not only get happier clients, but you can reduce transaction times by 33% or more.
So, calls are pleasantly shorter, more to the point, and customer waiting times are reduced.
But some of my imitators are shooting themselves in the foot by saying: “I’ll be MORE THAN HAPPY to help you with that!”
This can easily boomerang, sounding insincere to the customer, while embarassing the rep, advises Dr. Gary S. Goodman, top speaker, Fortune 1000 consultant, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
One of my great claims to fame is the creation, testing, and validatiion of the “Customer Service Call Path™”.
This is a ritualized way of starting a conversation that tells the customer or prospect that you’re ready, willing, and able to help them. You send this message not only through TEXT, what you say; but also through TONE and TIMING; how and when you say it.
In one sense, it is simplicity itself, just four lines out of an entire conversation that could involve hundreds or thousands, but if you deliver these morsels with the right precision, you not only get happier clients, but you can reduce transaction times by 33% or more.
So, calls are pleasantly shorter, more to the point, and customer waiting times are reduced.
But again, you must do the Call Path well, and for that to happen you need to sound genuine.
One of the four lines is: “Sure, I’ll be happy to help you with that.”
I go to great lengths to deconstruct this in my video programs and in my live seminars, so I won’t bother with the details, here. Suffice it to say that this line sounds enthusiastic and upbeat, but also believable; especially when it is done with the proper TEXT, TONE, and TIMING.
But if you get one of the “Three T’s” as I call them, wrong, your message can boomerang and sound phony, which is the last thing you want.
Of course, anything successful is imitated. But some of my imitators are shooting themselves in the foot by saying: “I’ll be MORE THAN HAPPY to help you with that!”
I am one of the most positive people you’ll find, but that change sugarcoats things too thickly, to say the least. Compound this error of overstatement with a haphazard TONE, and you can come across as insincere at the least, and dangerously sarcastic at the worst.
Do yourself a favor. If you want to routinize your service calls and create predictable and reliable customer outcomes, that’s a noble undertaking.
But come to the right source to understand exactly how and when the Call Path works.
And you can be sure, I’ll be happy to help you with that!
Dr. Gary S. Goodman's Last Articles :
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