You need to choose your words carefully when dealing with a customer online or in the store, according to Sentient AI. Sentient AI has done some research, and they find that front-line employees need to wear a smile on their face. Back-line employees need to say things like our pleasure, please come back again; the problem has been solved, and thanks you.
Conversations like these are only the beginning. You need to keep peppering your customers up if you want them to remain loyal. According to Sentient AI- Ecommerce Customer Experience, there are four things you should never tell a customer if you want their business.
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Ecommerce Customer Experience: The Do’s and Don’ts of Customer Service
1) You should not say “no big deal”. You should say “tell me more”. I used to work in retail. I can tell you e-commerce customer experience is right about this. It might not be a big deal to you, but it is to your customer. If you use a line like this once, your customer will walk away.
2) You should always tell your customer you will take care of the problem. Worrying might be part of your customer’s genetic makeup. What might be a healthy response to one person is an unhealthy response in another. You should always put yourself in your customer’s shoes. Shrugging the problem off will cause undue stress to your customer.
3) Comparing one customer to another is a sign of dismissal. You might view it as a joke, but your customer might not. Saying “I can help you with this” is the way to go.
4) You will get a customer who will complain. Some of the complaints are warranted. They are also part of a bigger issue. You might not hear others complain about a problem, but that does not mean the issue is not there. You need to approach every complaint as though there are more out there.
5) “You are not hearing me”. To say that is a sign of dismissal. Your customers get distracted by external forces just like you. Your customers will be assuming many things. They assume you are using a condescending tone. They assume you are reading a script. You need to show them you care. Ask them what part is unclear. To say that shows you are looking into the matter and not dismissing them.