Pop Quiz:
Q: Why is your customer calling?
A: Because they need your help.
With that in mind, here are some words to use before you even understand the problem completely.
- I’m glad you called
- I can help
- I will look into this
- You called the right person
- Let me help
- We can resolve this
These reassuring expressions are what I like to call, Superman Phrases.
Why? ...because they promise to help without a disclaimer.
Imagine Superman saying ‘I’ll try to help – but that’s an awfully tall building!” Or “did you read the policy?”
You definitely wouldn’t hear, “I’ll try”
Your customers want your expertise. Take control of the call, offer them reassurance and let them know they are in good hands.