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| 10 Things Not to Say to Customers Posted: 15 Feb 2022 02:05 PM PST Customer service agents can ruin a company's reputation simply by the words they choose. Most businesses train their customer support team how to respond to all kinds of problems. Saying "I'm sorry" is lesson No. 1 in the customer service handbook. But scripted responses don't always do the job. In reality, 76 percent of consumers want to be spoken to in everyday language. Inevitably, at some point, agents will go off-script in an email, chat, or phone call. And that's when things can go terribly wrong. Words matter. Learning how to communicate effectively with the people who buy your products and services is critical. Teaching your staff what not to say is at least as important as giving them canned responses to follow. 10 Phrases Customer Service Agents Should Not SayPatience is at an all-time low these days. Customer service centers are getting a workout due to employee and product shortages. It's more important than ever to make sure your staff is providing a positive customer experience. Share these "bad words" with your customer service team and be crystal clear that you oppose their usage. 1. "We can't do that."A blunt, negative response like this is certain to stoke the fire. Maybe you can't give the customer a full refund or fix their appliance that day, but there's a better way to say it. Briefly explain your policy and procedures — and by all means apologize — then offer a few solutions. This puts the customer in the driver's seat with the power to choose the outcome. 2. "You'll have to call back."Never tell an unhappy consumer they must call back at another time or try a different number. Clients want immediate satisfaction, even if it's just a promise to investigate the problem or get the right person on the case. Most businesses today use phone trees, those automated systems that give callers a menu with options. They often lead to long hold times and transfers from one person to another. According to research, 33 percent of customers get most frustrated when put on hold. Another 33 percent are highly annoyed when forced to repeat themselves to multiple people. Asking a customer to call back after they've finally reached a live voice will only increase their rage. At the very least, develop a system that takes the caller's name and contact information and returns their call ASAP. 3. "It's not our fault."Talk about starting off on the wrong foot! This response immediately shifts the blame onto the customer…whether you meant to or not. He or she will rightfully feel attacked and get defensive. Good luck mending that mess. Customer service personnel aren't hired to defend the company or make excuses. Their job is to find solutions that leave customers satisfied and ready to do business with them again. Pointing out fault — either your company's or the customer's — is never a good idea. Focus on fixing the problem. 4. "Well, that's our customer service policy."Customers see this as a shove-off move. It's a rude way of saying "I can't and won't help you." It gives no options and ends the discussion. It also paints your company as a bully who is not willing to budge or consider alternatives. Companies create policies to protect themselves and their clients, not to be used as excuses. You may not be able to violate the company policy but you can look for a middle ground that makes everyone happy. Make the effort! 5. "You should have…"This is just another poorly executed phrase that shifts blame onto the customer. Maybe he should have read the directions before putting his kid's playhouse together. Maybe she should have tried on the pants before washing them. Think it, but don't say it. We're all human; we all make mistakes. This is where empathy comes in. Put yourself in the customer's shoes. A better response: "It happens. Let me see if there is something I can do to help you." 6. "Read the manual (email, letter, etc.)."You might as well tell your valued clients to hit the road. That's how they'll take it. It's OK to direct customers elsewhere for details on the information they need. But first, offer to answer their questions. This gives them the opportunity to choose how to proceed. It's always best to give options. 7. "I'm not sure when we'll have time."This tells customers that your schedule and convenience are more important than theirs. Sure, you're busy. Your clients probably know this and expect to wait for service. But your words need to reflect your gratitude for their business and willingness to serve them. A better approach would be to give them a choice: "We can fix your car next week on Wednesday, Thursday or Friday…which day works best for you?" 8. "#@&%!"Swearing, expletives, cuss words. Never use them, even if customers aren’t in short supply. It's crude and unprofessional. You may be comfortable letting an expletive slip at home or when you're out with friends. But that doesn't make it appropriate at work or when communicating with clients. Foul language should never be used when representing your company. Period. 9. "I don't know."This may very well be a true statement but not the one a customer wants to hear. They need to feel confident in you and your company. Instead of sounding like a dead-end source, explain how you will contact the experts on your staff to get the answer needed. Always follow through with a callback or email. As the initial contact person, it's up to you to make sure the customer's questions are answered. 10. "My boss won't let me do that."Don't make someone else the bad guy when you can't give a customer what they want. Shifting blame to a supervisor makes your company seem dysfunctional. It also shows a lack of teamwork, which will prompt a customer to lose trust in your business. Say it right the first time for the company's sake. We don't always get a second chance to make a good impression. When customer service reps leave a bad impression on clients, the company pays the price. Quality Customer Service Builds Brand LoyaltyGreat customer service is key to branding and creating loyal clients. Proper training should be a priority for every company. If an agent is frequently bad-mouthed in customer reviews, work with them on improving their skills. If it's obvious they aren't "people persons," transfer them to another department or let them go. It's that important. Here's why:
Consider Long-Term Solutions for Great Customer ServiceGetting to know your customers and their expectations is a major benefit to your company's bottom line. It can help you anticipate problems before they happen. Using client tracking tools can help you monitor interactions such as website visits, customer service conversations, and buying preferences. This makes it easier and more efficient to meet and exceed your customers' needs. Wrapping It UpWe all try to put our best foot forward. But fielding problems and requests day after day from not-so-happy people can take its toll. The wrong thing can easily roll out of your mouth or off your keyboard without proper training. Make sure your customer support team is aware of how harmful some phrases like the ones above can be. Teach them to keep a positive, friendly, and helpful attitude. You can't take that first impression back. The post 10 Things Not to Say to Customers appeared first on KillerStartups. |
| 50 Signs You Might Be An Entrepreneur Posted: 15 Feb 2022 05:00 AM PST There are two types of people in the world. Entrepreneurs and everyone else. Want to know which type you are? Here are 50 signs that you might be an entrepreneur. 1. You sold things when you were a kid.While there are exceptions, it's not uncommon to hear stories about entrepreneurs hustling at a young age. Here's just a couple of examples;
2. You can handle isolation.The entrepreneur's journey is a lonely one. Don't let anyone else tell you otherwise. You're going to spend a majority of your time alone – whether it's thinking of ideas, traveling, or coping with the fact that your business failed. If you don't mind being alone, then that's an assist. However, considering that loneliness can "vastly elevate" a person's risk of heart disease, stroke and cancer, make sure that overcome it by collaborating with others, working with a mentor, or joining an entrepreneurial community. 3. You take action.Barbara Corcoran, the founder of The Corcoran Group, co-star of TV's Shark Tank, believes that those with a concept and not a detailed strategy possess that entrepreneurial spirit. "I hate entrepreneurs with beautiful business plans," she says. Instead of devoting too much time to writing a plan, "Invest as [you] go." This is because it shows that you take action by solving problems and thinking on your feet instead of overanalyzing situations. 4. You're restless.Are you the type of person who achieved a goal and isn't satisfied? Instead, you're thinking about what you can achieve next? Then you might just be an entrepreneur. Personally, after getting my company Due up-and-running, I was on the prowl for my next project – which so just happened to be Calendar. Even though I didn't have to look for a new challenge, I had that itch to take on a new project. 5. You're intelligent.No. This doesn't mean that you're a valedictorian or got into an Ivy League school. After all, there are plenty of entrepreneurs who either skipped higher education or dropped out of school. What I mean by intelligence is that you have a knack to solve problems and have an excellent memory. In fact, a UC Berkeley Haas School of Business study found that when comparing unincorporated self-employed people with incorporated self-employed people, those who fell into the entrepreneur category scored higher in cognitive ability and learning aptitude. 6. You like being in control.Bill Gates, Steve Jobs, and Elon Musk aren't just successful entrepreneurs. They've also been described as control freaks. And, that makes sense. You have a vision and want to make sure that it comes to fruition. Keep in mind, however, that being an entrepreneur also means knowing how to clearly explain that vision to others. And occasionally handing over the reins to someone else from time to time. 7. You're passionate.In my opinion, this is what separates entrepreneurs from everyone else. After all, without passion, you'll never succeed. That's because passion keeps you going when money isn't coming in, you have to do unpleasant tasks, or you're physically and mentally drained. 8. You're a hustler.There are plenty of people who need structure and want to know what comes next. That's not an entrepreneur. We thrive in knowing that we'll receive what we put into it and that we have the freedom to do it our way. 9. You hate authority and want to break all the rules.After studying members of the Kairos Society, a non-profit organization that is encouraging entrepreneurship among those ages 18 to 22, Humantelligence found that young entrepreneurs started their businesses because they hate authority and want to break the rules. "We found that when looking at the profiles of the Kairos members there were a number of qualities we have found consistent amongst many entrepreneurial leaders we have collected data on," said Ryder Fyrwald, director of strategic partnerships at Humantelligence. "Many of them go against the status-quo and challenge convention — approaching their work with a flexible attitude, based on getting it done." 10. You're optimistic.By nature, entrepreneurs are optimistic. They're not afraid to step up to the plate because they struck out the last time. Instead, entrepreneurs believe that the more times you go to bat, the more likely you'll hit a home run. 11. You always have ideas.Whether you're in the shower, driving, or shopping the ideas never stop flowing when you're an entrepreneur. Even if you don't capitalize on them, you probably have notebooks or Word documents full of potential business ideas. 12. You don't take "no" for an answer.Entrepreneurs are tenacious. In fact, they never — and I mean never – concede. Instead of throwing in the towel, they'll figure out how to do the impossible. 13. You're a born risk-taker.Think back to your childhood. Were you the adventurous one who grabbed the rope and swung into the lake? Since entrepreneurs are taking calculated risks every day, it only makes sense that they're natural risk-takers. 14. You're confident.Make no mistake about it. You need the confidence to believe in your dream and take action. No wonder the Haas School of Business found that when measuring the level of approval or disapproval of one's self entrepreneurs scored twice as high as salaried workers. 15. You're a masochist.Between the loneliness, long hours, struggle to make ends meet, and the very likely chance of failure, entrepreneurs are sometimes considered masochistic. 16. You're crafty."One of my favorite TV shows growing up was MacGyver," says Tony Hsieh, CEO of Zappos, "because he never had exactly the resources he needed but would somehow figure out how to make everything work out." Hsieh admired MacGyver's "combination of creativity, optimism and street smarts. Ultimately, I think that's what being an entrepreneur is all about — playing MacGyver, but for business." He adds that it's not about having enough resources at your disposal, but being resourceful with what you have. 17. You dream of the future.Entrepreneurs don't think small. They're always thinking ahead to the big picture. In fact, they have the ability to see what lies ahead before it even approaches. As Linda Corby perfectly writes in her book Zoom To Profit;
18. You're not a fan of the 9-to-5 daily grind.I can't remember the last time I worked 9-to-5. I would even go as far as saying that I never really had a traditional working gig. Even when I was younger I had jobs that had flexible schedules. I'm not boasting. I still worked my tail off. The point is, most entrepreneurs can't get behind the typical nine to five workday. They enjoy the freedom of working whenever and wherever they like. They want to be their own boss. But, most importantly, they want to do something that they're passionate about. 19. You tackle the small stuff.Do you get annoyed when small things build up? You're not alone. Entrepreneurs don't let small things get to the point where it gets beyond their control. They tackle the small things first in order to achieve the big picture. 20. You've got a thing for cash flow."All I ever thought about was cash flow and liquidity," says Joe Gustafson founder of Relational Courseware and Brainshark. Gustafson admits that "there were seven times in [the company's] eight-year history when I was days or hours away from payroll and didn't have enough cash to make it." His response? "In the early days, you could step up and put expenses on your personal credit card, but that can only go so far," he says. "You need cash — even if you have the best company and the best receivables in the world — to fight the battle one more day." Gustafson also suggests that you find a partner who can provide cash advances and have a close relationship with suppliers. 21. You're a black sheep.Entrepreneurs often state that they don't feel like they fit in. Their outsiders who see the world differently. As such, they make their own paths instead of following the status quo. As Steve Jobs famously put it:
22. You ask lots of questions.Were you the kid who constantly asked questions? I know I was – even at the chagrin of my parents. That's actually completely normal for entrepreneurs. After conducting a six-year study of entrepreneurs and CEOs Jeffrey H. Dyer, Hal Gregersen, and Clayton M. Christensen found that the most innovative entrepreneurs ask questions like "What if," "Why," and "Why not." 23. You're an introvert.Introverts often get a bad rap as people who are anti-social. The fact of the matter is that if you enjoy working alone, are a great listener, and are more of an "ideas" person, then you're an introvert. And, those traits also make for an excellent entrepreneur. 24. You're extremely competitive.I don't about you, but I can't stand losing. It's in my nature. In fact, it's in the DNA of all successful entrepreneurs. "Entrepreneurs play to win and they take losing seriously," writes Mark Suster. "Think Mark Zuckerberg doesn't have some sleepless nights about Twitter despite having more than 350 million users himself? 25. You're a natural problem solver.Entrepreneurs are natural-born problem solvers. They have an uncanny ability to find and solve a problem before most other people even realized that there was a problem. In a way, they're like chess players who think several moves ahead while developing several "what if" scenarios. 26. You think outside the box.If you want to innovate, then you need to be a creative individual. As mentioned earlier, this means seeing the world differently. It also means that you look for unique opportunities to fill a void and creative ways to change your company, market, or industry. 27. Enneagram = #1.There's a personality test called the Enneagram test. The free test takes about five minutes to complete and will tell you the type of person you are and what career choice would work best for you. Most entrepreneurs are a number one, or the number one is one of the numbers that make up the whole. They are The Reformers. They are principles, purposeful, self-controlled, and perfectionists. 28. You're curious.Do you always ask "why?" There's a good reason for that. Your curiosity helps you get to the bottom of specific issues and discover new solutions to address them. 29. You take responsibility and admit when you're wrong.Entrepreneurs don't believe in fate or luck. When things go wrong they don't point fingers. Instead, they take full responsibility for their actions. One study published by Markman and Baron found that successful entrepreneurs possess high self-efficacy. 30. People think you're crazy.Considering that entrepreneurs think on a different wavelength, it's natural for others to think that their ambitions are a bit out there. I mean why would you quit that lucrative job to start your own business? 31. You're a hacker.There's a negative connotation to the word "hacker." But, as Mark Zuckerberg wrote back in 2012, "In reality, hacking just means building something quickly or testing the boundaries of what can be done." Additionally, hacking also means using technology to optimize both your life personal and professional lives, such as calendar apps that automate scheduling meetings. 32. You're constantly learning.Regardless if it's reading a book, taking an online class, working with a business coach, or subscribing to business newsletters, entrepreneurs have an insatiable thirst for knowledge. 33. You enjoy traveling.Traveling comes equipped with some amazing benefits. These include being able to adapt, developing stronger communication and collaboration skills, and improving cultural awareness. No wonder 94 percent of business leaders in America believe that traveling leads to a competitive edge in the workplace. 34. You're driven to help others.Entrepreneurs aren't driving by money. They're driven to help others by enhancing their lives through the products or services they create. 35. You don't mind getting your hands dirty.Entrepreneurs just don't look themselves in their office and let others do the hard work. Sometimes they get in the trenches as well. Take Amancio Ortega, the founder of Zara, as an example. He was often seen on the floor working directly next to his designers and manufacturers. 36. You've got thick skin.Your family, friends, potential investors, customers, and employees will question or criticize your product or service. Entrepreneurs have thick enough skin to listen to this feedback without taking it personally. They'll also use this feedback to improve their business. 37. You already know an entrepreneur.After surveying 2,000 Americans, the Ewing Marion Kauffmann Foundation found that more than 35 percent of people who knew entrepreneurs were entrepreneurs themselves. 38. You're persuasive.The only way that you're going to get employees, investors, and customers on board with your business is by sharing your vision with them. When you're passionate, however, this will come naturally, which makes it easier to persuade them to join you on your journey. 39. You're a jack-of-all-trades."In a recent small business poll, an overwhelming percentage of business owners believe that the strongest entrepreneur is a well-rounded jack-of-all-trades," writes Henry Green for HostGator. "Entrepreneurs wear countless hats — they're marketers, accountants, customer service reps, and sales teams all wrapped up into a single person who achieves balance in moments of uncertainty and straight-up chaos." 40. You "make sure the dog will eat the dog food."As Rhonda Abrams explains in USA Today, "That's a quote from pioneering venture capitalist and my mentor Eugene Kleiner. What Kleiner meant was that no matter how good your ideas appear to be, you have to make certain you've got a product or service that customers really want." 41. You know how to collaborate and delegate.Entrepreneurs are control freaks. However, even though they may try to do everything on their own, they also realize that there's a time and place for collaboration and delegation. Apple and Microsoft would have never taken off if Steve Jobs didn't have Steve Wozniak and Bill Gates didn't have Paul Allen. 42. You value your time.Entrepreneurs are well aware that time is their most valuable asset. Once it's gone, it's gone forever. As such, they make the most out of it and don't let others waste it. 43. You're a planner.Even though you can go with the flow and be flexible, if you're the type of person who is the planner of the group, then that's a telltale sign that you can make it as an entrepreneur. Remember, it's alright to drive aimlessly from time to time, but you'll need your GPS to ensure that you're getting from Point A to Point B. 44. You love variety.Do you have a need for variety, stimulus, or change in your life? Like other entrepreneurs, you're not content with every day being the same. 45. You enjoy thoughtful debates.Entrepreneurs never shy away from a thoughtful debate. It's much-more stimulating than talking about the latest episode of Keeping Up With The Kardashians. 46. You're not afraid of failure."If you're an entrepreneur, you'd rather fail on your own terms than succeed on someone else's. You'd rather reach for your own future than have your future lie in someone else's hands. You feel it's better to burn out than to fade away," writes Jeff Haden on Inc.com. "Sure, you want to win. You're driven to win. But you want to change the rules, create your own playing field, and win the game you want to play — because winning a game in a way you're forced to play would still feel like losing." 47. You want to create a lasting legacy.Do you have a strong desire to create something meaningful in your life that will benefit others? Entrepreneurs are motivated by creating a lasting legacy of benefitting people's lives via products, services, or value. 48. You live by your calendar.Since entrepreneurs are constantly on the go, it only makes sense that they can't live without their calendars. They use it to create and stick to a daily routine so that they stay focused and productive day in, day out. 49. You're goal-oriented.Persuasion, leadership, and personal accountability are all skills that entrepreneurs should possess. But, research also shows that goal orientation is another essential skill. The study defined goal orientation as "energetically focusing efforts on meeting a goal, mission, or objective (which is closely paired with leadership, as it is described above)." Most entrepreneurs agreed with statements like "I am known for overcoming significant obstacles to reach goals," or "I am most productive when working closely with others to achieve goals." 50. You're a mediator.According to Jeffrey A. Timmons in his book, New Venture Creation: Entrepreneurship for the 21st Century, entrepreneurs exceed at conflict resolution. They must also be able to get along with various personalities who have conflicting goals. If you're able to put out multiple fires, then you may have what it take to be an entrepreneur. Image Credit: Emmy E; Pexels; Thank you! 50 Signs You Might Be An Entrepreneur was originally published on Due by John Rampton. The post 50 Signs You Might Be An Entrepreneur appeared first on KillerStartups. |
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