Video Vignettes ID: 2992

Why Did I Push All Those Buttons? (from No Problem!)

Creating Customer Loyalty

We all know that customers can get frustrated when dealing with automated phone systems, right? So, when you run into that kind of a situation, avoid making excuses or saying things like - "I know - I hate pushing all those buttons, too." Instead, thank the customer for waiting. Empathize with how frustrating it can be. Reassure the customer that you're willing to help. And be sure to keep your tone of voice and choice of words positive.

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Additional Information

Customer can get angry when dealing with automated systems. It’s important to remember, if the customer is slow in calming down, here are three actions steps you can take:

  • Thank them & empathize
  • Reassure
  • Stay positive

More From the Series: No Problem! Serving Others with Respect™

Related Programs & Training Ideas

Competencies

  • Manage Customer Experience

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