Video:
Sorry, Glad, Sure
Sorry, Glad, Sure
subscribeMary Gober, a well-known customer specialist, offers this 3-word phrase as a really helpful way of dealing in the moment with any customer complaint or concern. And the 3 words are - sorry, glad, sure. Sorry, glad, sure. And it's worth learning, because it's a good way of instantly being able to take control of the situation, and work satisfactorily from complaint to something much more satisfactory. So:
- I'm sorry...that it hasn't worked. I'm sorry that it's been late. I'm sorry you've had to wait so long
- I'm glad...you brought it to my attention. I'm glad you've told me about it.
- I'm sure... we can work something out. I'm sure I can find a replacement. I'm sure I can get that to you today.
So those three words form the basis of a process from difficulty to satisfaction. I'm sorry it didn't work. I'm glad you've brought it to my attention. I'm sure we can resolve this straight away.
More L&D videos for you...
Related courses & resources...
Frontline Customer Service
The Power of Language
Soft Selling Skills
Video:
Saying ‘No’
Video:
CC: 3 Key Factors
Involving the Customer in Problem Solving
'Hold That Call'
We'd love to e-meet you... let’s go for a virtual coffee :)
Don't like to email?...
That's ok. We love to pick up the phone.
... Or you can message us on whatsapp.
