Magic is mysterious…until you know how it works. Once you learn the technique behind the trick, you too can work magic.
Here are five words that can solve problems, defuse conflict, increase loyalty and build relationships with customers:
I’ll take care of you.
“I’ve been sent to three different people and none have been able to help me!”
I’ll take care of you.
“We get here right at six and it says the specials we wanted to order end at six.”
I’ll take care of you.
“I just found out we need to have the product delivered by noon tomorrow.”
I’ll take care of you.
“I can’t get anybody to listen.”
I’ll take care of you.
I’ve had any number of customer service reps and managers work their magic on me by offering those five simple words.
Look for opportunities to work your magic today.
You are so right! These words deflate what I call the “anger balloon.” Takes all the wind out of the fight. They should be taught to anyone interacting with customers.
But then the person has to follow through on taking care of the customer. I’ve had too many that promise they’ll take care of me, then drop the ball.
Rebecca Morgan, CSP, CMC
author of “Calming Upset Customers”
You are absolutely right, Rebecca. Saying “I’ll take care of you” and then not doing it just adds insult to injury.
The beauty of a statement like this is simplicity – and many folks get so wrapped up in tactical requirements and policy and procedure that they can’t see how something this simple would EVER work.
By empowering our people and by teaching them to keep the magic behind the curtain on items that require a hand-off, customers can be cared for WITHOUT having to be dragged in and informed of our internal processes that might create issues.
Just this week, I had a gal explain that she couldn’t take care of a customer because she wasn’t authorized for such a transaction, so on and so forth.
I told her, “In customer service, that isn’t the right answer. What you do is say, “I’ll take care of that for you”, call the right person up, explain the situation to the manager so the customer doesn’t have to explain it twice and then let that manager take care of the customer.
By doing that – you DID take care of the customer. They don’t need to know the processes that prevent you from having access to the right screen. They just need to know that you are committed to staying with them through the process until there is a resolution – even if the resolution needs to be offered or approved by someone above you.
If they can get their heads around THAT – then the “5 words” logic is exactly what it was meant to be – beauty in simplicity.