Shared joy is a double joy; shared sorrow is half a sorrow
Telling the facts will not always be accepted as they are. Depending on the way you deliver a story, it can be interpreted in different ways. For successful customer care, one must learn this type of speech. It is called “delighting editing.” This is a method where the serviceperson talks about a memory that may be pleasing to the customer in detail to maximize the feeling, and to minimize a memory that may be displeasing to the customer. The result is the same, but the impact on the customer will be different.
For example, rather than saying “I will give you a 15% discount on the total amount for this contract,” and instead saying “I will give you a 5% discount on personnel expenses, a 5% discount on transportation, and a 5% discount on other expenses for this contract” ─ will make the customer feel that he/she is receiving more benefits, thus leaving a more pleasant memory of the conversation with him or her. In contrast, rather than saying “I will guide you on the expenses involved through each step, one by one; the total amount of the expenses required for the whole process is this much” will lessen any negative memory on the customer’s side.
A conversation beautiful to the end with a positive finish
There is one more skill of delightful editing that you should know. All conversations become better memories when they are finished with a positive tone. You may talk pleasantly throughout the conversation, and end with a negative finish, thus making it a bad memory.
There are different ways to make a positive finish. The first is to express hope and expectation such as “I hope it turns out well;” or “I expect there to be a good result.” The second is to present a condition that you can give, “I will give you feedback after checking it out,” for example. The third is to talk from the customer’s position, by saying “I will deal with it so you can find out tomorrow when you get to work;” instead of “I cannot take care of it now because I already got off work.”
This positive finish not only makes the customers feel better, but also makes you seem more capable, caring and sincere.
Think about some good words that could be fitted in the blank dialogue balloon in the fifth cut.