Don’t Say You Don’t Know

“I don’t know.”
These three words are DEADLY.

As a front line employee, you are the face and the voice of your company. As such, you must project an aura of competence, confidence and resourcefulness. That’s what approachable service is all about!

So, even if you really DON’T know the answer to a customer question, never let ‘em see you sweat.

Here’s what you say instead:
“Great question! I’m not exactly sure, so let me ask someone who DOES know.”

This is the Phrases that Payses for several reasons:

mLMBhcG_question-street-signIT REFRAMES 
The customer is upset. Frustrated. Looking for answers. So, by immediately countering with a positive, even complimentary response, you reframe the context of the dialogue. They start to feel reassured right away! You’ve laid a foundation of positivity and approachability.

IT LOOSENS THE BLOW
By stating that you’re ‘not exactly’ sure, you come off as more competent and confident. Much better than, ‘I have no idea!’
After all, your credibility is on the line. The front line!

IT VOCALIZES COMMITMENT
It’s OK not to know everything. But it’s also OK to tell someone that their question is important enough that you will go out of your way to find the answer for them. See, without this display of commitment, you’re toast. Because customers only give you (and your company) credit for that which they SEE and HEAR you do consistently. And consistency is far better than rare moments of greatness.

Ultimately, your job as a customer service provider is not only to provide approachable service, but to CHANGE PEOPLE’S MINDS.

About their problem.
About your company.
About your level of service.
About YOU as an individual!

So, next time you get stumped by a tricky customer question, just remember: customers want answers. Solutions. First call resolutions! And even if you’re not exactly sure what those are, that doesn’t mean you can’t respond in a confident, competent and approachable manner.

Written by Scott “That Name Tag Guy” Ginsberg

Scott

Scott Ginsberg
That Guy with the Nametag
Author. Speaker. Strategist. Inventor. Filmmaker. Publisher. Songwriter.
scott@hellomynameisscott.com
www.nametagscott.com

“Scott Ginsberg’s employee training on approachability was the absolute perfect fit, and completely exceeded everyone’s expectations, including mine. The feedback we received from our team was that this was hands down the best training they have ever been to. Scott found out what was important to us and gave us several options for training solutions. I would highly recommend him for a variety of industries, and I would happily work with him again!” –Anne Conway, PHR | Corporate Director of Training and Development, | Lodging Hospitality Management

Email to inquire about fees and availability.

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About Scott "That Name Tag Guy" Ginsberg

Scott Ginsberg That Guy with the Nametag Author. Speaker. Strategist. Inventor. Filmmaker. Publisher. Songwriter. scott@hellomynameisscott.com www.nametagscott.com "Scott Ginsberg’s employee training on approachability was the absolute perfect fit, and completely exceeded everyone’s expectations, including mine. The feedback we received from our team was that this was hands down the best training they have ever been to. Scott found out what was important to us and gave us several options for training solutions. I would highly recommend him for a variety of industries, and I would happily work with him again!" --Anne Conway, PHR | Corporate Director of Training and Development, | Lodging Hospitality Management Email to inquire about fees and availability.