The Easy Answer Newsletter
Volume 5, Issue 1 February 2004
In this edition of the Easy Answer II, you'll find...
* Just a Thought or Two
* Individualized Coaching With a Global Reach
* Take Becky With You
* Dates to Remember
Just a thought or two...
"A ship in harbor is safe but that is not what ships are for."
- John A. Shedd
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort." - Herm Albright
Individualized Coaching With a Global Reach
In this section of the "easy answer II," we're sharing questions that are asked of Becky that may benefit others.
Amanda asks: How can I handle customers who are angry over something out of my control?
Becky responds: Amanda, you have to resist the urge to get caught up in the blame game. When someone is angry, our first response is often to let them know that it isn’t our fault. Naturally, we don’t want others to think ill of us. Consider, though, that you are the company to the customer. If anything is not to the customer’s liking, the last thing they are interested in is getting involved in finger-pointing.
Let the customer vent. Sometimes you need to know more of the story than the obvious problem. And the customer often needs to explain what brought him or her to this complaint. Have you ever been interrupted? Where you simply rattling on or was there additional information that you thought necessary to share? Give the same courtesy that you expect from others.
Let the customer know that you are concerned and willing to help. Yes, that means apologizing for the inconvenience. There is nothing that causes me to set my jaw faster than for someone to offer a half-apology. You know the kind. “I apologize if you’ve experienced any inconvenience.” I wouldn’t be calling if I hadn’t experienced an inconvenience! Be sincere.
Take responsibility to get things resolved. Maybe the issue is beyond your area of expertise. You probably know who can help, though, don’t you? Don’t transfer the call or refer the customer to another area. When you understand the concern, get the facts and respond. If someone else says they will call the customer back, give them a reasonable amount of time and then call the customer back yourself. “I’m just calling to be certain that Ms. Jones was able to address your concerns.” Remember, the customer has your name and expects results from you!
Resist the blame game. Let the customer vent. Show genuine concern. Apologize for the inconvenience. Take responsibility. Follow up. You can absolutely delight the customer and save the relationship!
Send your questions to Becky@BeckyMcCrary.com. You'll get an immediate response and may be able to help hundreds more.
Comments
"Your seminar on listening skills kept us on the edge of our seats. Whenever I want my staff inspired to do something or to do something differently, Becky, you are my expert! Everyone leaves your presentations energized and focused."
Charles Scales, President
Greenville Office Supply
Take Becky With you
I’ve finally done it! I heard what you said and there are now two cassette tapes available to reinforce our time together.
Tips from the Trenches: Making Voice Mail Work For You
Boring greetings, disjointed messages, and a real fear of phones contribute to the universal hatred of voice mail. It doesn’t have to be as hard as we make it.
This live and unedited recording puts you in one of 500 chairs for Professional Administrative Assistants Day. Learn the secrets to leaving great greetings, laugh with the audience as they discover the little things they do to sabotage their messages, and listen as they practice the tone of voice. Enjoy 45 minutes focused on voice mail. It just may be the best investment you’ll ever make.
Unimaginable Relationship Networking: Get Ready to Mix & Mingle
With the best of intentions, you are going to a mixer. You have worked all day and don’t relish another hour on your feet with a smile plastered on your face. But you promised yourself (or your boss) that you would get out more. How hard can it be?
Don’t enter that room without talking to Becky first! Here’s a 10 minute crash course on relationship networking that works. Pop this cassette in during your drive and you’ll arrive energized, eager and empowered.
How do you get it? Just take out your checkbook, make one payable to Becky McCrary, in the memo section indicate vm or m&m (and how many in parentheses). Just $10 a tape. You know Becky always pays the shipping for you.
Mail it to P O Box 25475, Greenville SC 29616-0475. Your tapes will be back to you in a flash.
Dates To Remember
April 23, 2003 is Administrative Professionals Day. Mark your calendars! Take this opportunity to reward those who assist you in delighting your customers.
July 30, 2003 marks the seventh anniversary of Becky’s speaking career. To show appreciation to the hundreds of companies and associations that have contributed to her success, Becky is offering a 10% discount on any one day event scheduled during the months of July and August. Call now and mark her calendar for your event!