Banning "I Can't"

So it appears that even Russian citizens have some of the same challenges that are faced around the rest of the world. In short, a frustrating LACK of quality service. 

When it comes to salespeople, we  sometimes have a tendency to say "yes" to everything, whereas customer service is busy in the other side of the building thinking of creative ways to say "no". In the meantime, our customers sometimes feel the need to either: lie, bend the rules, ask for a supervisor, or skip customer service all together and end up back on the other end of your, (the salesperson's) mobile phone.

So how can a self-respecting sales professional AND a well-trained customer service agent, focus on can-DO customer service, instead of the "I can't." Here are some steps that each group can take in order to make intelligent decisions that satisfy the customer, retain dignity, and don't give away margins.

1. Listen to the issue. Even if the phone is ringing off the hook with the same complaint, stop to listen to the customer's ENTIRE message. Often times, the way in which a customer communicates is the key to understanding what will ultimately make him/her happy. While listening, hear what the customer is saying "between the lines" through their key words, inflection, and  use of examples. Especially if the customer has all his/her facts in order.

2. Create an atmosphere of respect. If the customer service representative is listening and then paraphrases the issue, this is very helpful for everyone. First of all, the CSR will be more focused on how to solve the problem and second, the customer hears whether or not he/she was clear in communicating their concern.

3. After paraphrasing, and then researching the problem, if necessary, next comes the "two choice" solution. This is where the customer service agent provides two alternatives for the customer to solve the problem. Let's say, for example, the customer is complaining about what is perceived as an overcharge on an invoice. He is demanding a credit on his account. After researching the situation, the CSR realizes that he ordered the products without meeting the minimum. So instead of saying, "Mr. Customer, we can't give you a credit because you didn't meet the minimum." The response may sound like this: "Oh, I see that there were minimums required to meet the 10% discount. Here's what we CAN-DO. You can either increase the minimum order to reflect the discount so you can get it on the entire quantity, or you can leave the invoice the way it is when the payment isn't due until the 30th. Which is best for you?" Note that the solutions included the word "you" not "I" or "we". This way, the  customer feels more empowered to make a decision and may even up his order in the process! Much better than a "take it or leave it" type of reply which is often expected.

4. Now wait patiently for the customer's answer. Most of the time the customer will think it over, make a decision, and then move on. If the customer needs to get approval from elsewhere, simply arrange for a follow up. Just always make sure you ASK for a commitment from the customer so a decision can be made.