Tuesday, 3 May 2011

Responding positively to customer enquires

This is one of the most powerful words in customer service.

Using this word when responding to a telephone enquiry inspires a host of positive thoughts in the mind of the customer.  These include:

- Makes the customer feel welcome and valued.

- Shows a genuine keenness to help.

- Instils confidence.

- Instils trust.

Take a look at the following example from the Customer Service Team at Knauf Drywall, a company who offer consistently strong responses to customer enquiries / requests:

Customer - Good morning, this is John from SI. Can you tell me if you have an item in stock please?
Knauf - I certainly can John, which item are you looking for?
This example demonstrates perfectly how to take ownership and offer reassurance at the start of the call.

Other phrases which can provide similarly positive impressions include:
- Of course
- Sure
- Yes I can
- I can help you with that

The importance of a positive response to a customer request cannot be overstated. The quality of the initial call greeting is of course crucial but the way in which we respond to the customer's request is even more important as this instinctively shows our attitude towards customer care.