Seth Godin recently riffed on how worthless the phrase “May I help you?” is. How it solicits no action, no comfort, it’s basically worthless. I’d like to add another to the list.
“Let me know if there’s anything else I can do.”
This is generally followed after bad news. The response that immediately pops into you, the customer’s mind, and that some are ballsy enough to say, is usually something like “How about what I want you to do?” etc.
This is a great way to tell the customer you just screwed over that you care and show that you don’t. How about instead of asking them some coca-ninny question, you do something? Tell them you understand. Give them a gift certificate. Would they like to get anything in addition to what they had, at no cost? Another pillow?
Anyone have any others?
2 responses so far ↓
kenzielee // May 10, 2007 at 1:54 pm |
I’ve worked in customer service a while now, and I’ve learned, “Let me know if there is anything else I can do” is a quick way to make a little problem worse. Good point.
Nathan // May 15, 2007 at 3:29 pm |
Indeed.
I find it almost insulting when I hear this. It would be like me drop kicking someones puppy and then asking if there’s anything I can do for their currently airborn pup.