The word ‘no’ is a powerful one. Negative language affects the customer experience in ways you may not realize. In fact, every negative response shapes their perception and opinion of your company. If you continually tell your customers ‘no’ throughout their buying journey, you are actually driving customers away.
The Power of Poor Customer Experiences
Customer service goes far beyond verbal exchanges. It includes the tone, willingness to help, and even the way we view and treat people. When you provide exceptional customer service, people feel valued and will keep coming back. On the other hand, poor customer service sends the message that we don’t want their business which drives customers away. It seems like a simple concept, but the quality of your customer service has a rippling effect
Since humans are social creatures, it’s only natural that we share our experiences. While it was once primarily done by word of mouth, advances in technology allow people to share their experiences far beyond the reach of their family and friends circles. Negative experiences and online reviews can reach current and potential customers before you even have a chance to interact with them
Keep in mind that people are more willing to share their negative experiences because they are more impactful. When customers reach out for help, they expect a positive interaction from the companies they do business with. However, each time a customer is put on hold, told no, or made to jump through hoops, you are essentially telling them that you don’t want their business or loyalty.
Added Difficulty to Navigate Processes
When people experience difficulties, they come to the customer service department for solutions. They expect you to find answers to their problems, not excuses for why you can’t help them. When they are already frustrated, telling customers ‘no’ throughout their buying journey can make the resolution process even more aggravating.
That’s when it is even more important to go above and beyond to provide the help they need. If customers hear negative responses time and again, it sours their experience. Each ‘no’ pushes them further away and makes it less likely that you will receive repeat business from them.
Sending the Wrong Message
Nonverbal cues and negative language send a strong message to customers. So, you want to be sure that you are sending the right one. Although your customer service agents may feel they are explaining the limitations of how they can help, customers hear a company that doesn’t want or value their business. Therefore, you must analyze each step and identify potential roadblocks in order to improve the customer journey. Actively removing obstacles will optimize your company’s operation while offering exceptional customer service.
P3 has decades of experience helping many of the largest brands get the ‘yes’ from their customers. Let us help you identify the opportunities that exist within your organization to refine and approve the process.