Honesty in Customer Service

Video Transcript

"In this section we're going to be discussing a model known as 123s of customer service. I'm Pamela Unruh with Expert Village. Another important element of the two of the 123s of customer service is being honest. As you're dealing with your customer, be up front about what you can do to assist that person and you may of heard if you were listening very closely you would of heard me emphasize what you can do. Often times a customer will make request for things that is just beyond your control things that you will not be able to do. Don't play so much focus on what you are not able to do for the customer but let customer service know what you can do in order to provide good customer service. I'll use an example for my current business situation. Again we install service equipment here and we have customers who will call from time to time and ask if we can do certain things with that equipment. Now remember most often your customers will not be reasonable. They are asking because they want to know if it's something that can be done. Instead of saying simply oh, we don't do that or we can't do that, you see how harsh that sounds just say "I'm afraid that's not something that we do with that equipment but I'll tell you what we can do." So instead of just letting your customer know that you can't work with them on a specific issue offer other solutions as well. But no matter how you offer this up make sure that you are honest your customer will appreciate honesty."