“I don’t know”
Situation
A customer asks if the price for the vacation includes the transfer from the hotel to the beach. Here’s what you can answer:
- I don’t know, I don’t think so.
- Good question, let me find out that for you right now!
It might sound harsh but customers needs are more important than your
current situation. Let them know that it doesn’t matter that you don’t
know the answer right now, because you’ll do whatever you can to find
out as soon as you can.
“I can’t…”
Situation
A customer comes to you with a new case which you have no idea how to
solve. Depending on what you will think, your answer will differ.
Here’s what you can say:
- I can’t solve this case
- I can learn to solve it.
Isn’t option B uplifting? By taking the positive attitude in this
situation, whatever you will say to the client will have a positive
undertone. It’s the “I can do anything” attitude and it makes you
believe that you can solve the case. Customers can sense it and they
will feel secure and relaxed. On the other hand, the first option makes
customers become stressed along with you.
“It’s not available right now”
Situation
A customer asks for a product that is not in stock. You can answer:
- We don’t have this item and it won’t be available for about 2 weeks, until the next supply.
- This product will be available within two weeks. I can place your
order and make sure it will be sent to you as soon as it gets to us.
Instead of using words like “I can’t get that for you”, “it’s not
available”, provide the closest alternative. Think about solutions
because that’s what customers are interested to hear.