Customer Service Tip: A Positive Response Formula

Jana Love | December 5, 2016

By Jana Love When handling a customer inquiry, it's our response that can often make or break a customer's experience or opinion of the experience. A delayed response, or no response, is also very dangerous when talking with a customer. Luckily, positively acknowledging the inquiry and stating an eagerness to assist is very simple. Most often, you can follow this formula, as shown above, to easily inform the customer that you understand and will assist, which is all they want to know. Here is an example of how well this works. When a customer calls a hotel and asks to make a reservation, the agent can confidently reply by saying...