Warranty conversations aren’t easy. Customers are often frustrated, and with the pressure to have a quick turnaround, it’s easy to just focus on the resolution. What many people don’t realize is how the conversations with the customers are handled is equally important. The language used can determine whether the customer understands what is going on, has realistic expectations and ultimately trusts the brand.
Devon McGwin, development and compliance director for Warranty Consulting services, stresses that what is said — and how it is said — can set the tone for the whole warranty process.
He offers tips on exactly what to say, but also what not to say.
According to McGwin, there are communication habits that can both help and harm conversations with customers. He highlights the importance of tone, clarity and honesty.
Positive Habits to Bring Into Conversations
Going into conversations, it is important to remember that the tone used will directly influence how a customer responds. Customers are already dealing with equipment issues, so the best course of action is to approach any communication in a positive manner. McGwin says one of the goals is to guide the conversation toward a resolution. By staying positive, it is easy to keep the discussion informative, rather than having to deal with more heightened emotions.
“You need to be as upbeat as possible, as positive as possible,” McGwin says. “Even though it is the customer’s best situation, you need to make sure you’re driving for the solution, making sure that you are as customer-centered as possible.”
Positivity is only one aspect. Being empathetic is one of the best tactics to remember when dealing with warranty discussions. McGwin says being empathetic isn’t something many people think about when talking about warranty, but it can easily make or break trust.
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