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Avoid these Words while dealing with Customers

 

"72% of consumers trust online reviews as much as personal recommendations from real people." Search Engine Land

This means your potential customers often use local reviews and ratings to narrow down their local search options and finalize the business to shop or visit. Your score and your interaction with customers on business directories can gain you a good business.

It is of great importance that how well you handle customers online with their reviews, ratings and feedback. Even a minor shift in words while replying customers can make a great difference to the customer interaction.

Scroll down to know a few words that you should avoid using while dealing with customers online.

POLICY

There may be a certain reason why your company handles such situation in a particular way. But telling to customers that “according to our policy or “this is our policy” sounds totally uncaring.

DIVISION or DEPARTMENT

These words should be for organizational use only. The customer doesn’t care about your organizational hierarchy. While using the word “this department” it makes customers feel they are dealing with something irrelevant.

Rather guide them to the right person.

SEEMS

Sometimes you would reply with it seems you might have had a bad experience,” you need to avoid this avoid this. Because seems is a word that interprets or thought to be like some issue.

It is clear that customer had faced a bad experience with your service and that’s the reason they made a complaint. Instead say with “I’m sorry for the…” This makes you accept your fault and you are trying to solve their issue.

MISUNDERSTANDING

This is the word that emphasizes that somehow customer made a mistake or they made an error. It’s like telling them politely that “you didn’t listen to us or read the guidelines enough.”

Whatever the reason is don’t put them into that place of mistake.

TRY

When this word is used with the customer, it sets up incomplete and disappointing events in front of the customers. Like sometimes you would use “We’ll try to solve your issue.” This makes customer think that you are not going to solve it actually.

Remember what famous Star Wars character Yoda said, “Do or do not. There’s no try.”

BUT

Again this word (often misused with a word policy) indicates that the customers are being given excuses with different terms. You would have used many a times, “We’ll give you a refund but our policy doesn’t allow us.”

Of course you are bind with the policies. Rather say it like, “I cannot give you a refund. I can offer you other compensation.”

It’s time you take a look how your team handles customers via online feedback and reviews. We hope that these instructions could help you with better customer interactions especially when there’s a negative review.

For more information on dealing online review, refer the article “How to deal with worst online review on your business listing?”

 

"72% of consumers trust online reviews as much as personal recommendations from real people." Search Engine Land

This means your potential customers often use local reviews and ratings to narrow down their local search options and finalize the business to shop or visit. Your score and your interaction with customers on business directories can gain you a good business.

It is of great importance that how well you handle customers online with their reviews, ratings and feedback. Even a minor shift in words while replying customers can make a great difference to the customer interaction.

Scroll down to know a few words that you should avoid using while dealing with customers online.

POLICY

There may be a certain reason why your company handles such situation in a particular way. But telling to customers that “according to our policy or “this is our policy” sounds totally uncaring.

DIVISION or DEPARTMENT

These words should be for organizational use only. The customer doesn’t care about your organizational hierarchy. While using the word “this department” it makes customers feel they are dealing with something irrelevant.

Rather guide them to the right person.

SEEMS

Sometimes you would reply with it seems you might have had a bad experience,” you need to avoid this avoid this. Because seems is a word that interprets or thought to be like some issue.

It is clear that customer had faced a bad experience with your service and that’s the reason they made a complaint. Instead say with “I’m sorry for the…” This makes you accept your fault and you are trying to solve their issue.

MISUNDERSTANDING

This is the word that emphasizes that somehow customer made a mistake or they made an error. It’s like telling them politely that “you didn’t listen to us or read the guidelines enough.”

Whatever the reason is don’t put them into that place of mistake.

TRY

When this word is used with the customer, it sets up incomplete and disappointing events in front of the customers. Like sometimes you would use “We’ll try to solve your issue.” This makes customer think that you are not going to solve it actually.

Remember what famous Star Wars character Yoda said, “Do or do not. There’s no try.”

BUT

Again this word (often misused with a word policy) indicates that the customers are being given excuses with different terms. You would have used many a times, “We’ll give you a refund but our policy doesn’t allow us.”

Of course you are bind with the policies. Rather say it like, “I cannot give you a refund. I can offer you other compensation.”

It’s time you take a look how your team handles customers via online feedback and reviews. We hope that these instructions could help you with better customer interactions especially when there’s a negative review.

For more information on dealing online review, refer the article “How to deal with worst online review on your business listing?”