In the company, whoever says these 4 things, I will fire him immediately!
1. "This is not my responsibility."
The implication of this sentence is that this matter is someone else's responsibility, you should not come to me, find whoever you like, anyway it is not my business. If a customer makes an inquiry and you answer like this, what will the customer think? If it is not your responsibility, then you must at least know which department is responsible, right? Tell me who is in charge.
What kind of good service can a person with no sense of collective responsibility provide to customers? The customer will put a big question mark on that.
Such people are everywhere in the modern workplace and are also frequently encountered in government departments. I remember not long ago when I browsed a government website, there was a message in the county magistrate's mailbox: Question: What procedures are required to apply for a housing provident fund? Answer: This is not our responsibility! That's it — even if it is not your responsibility, you must at least know which department is in charge, right?
2. "This, I don't know."
This problem is even more infuriating than the previous one. An excellent company should have even the front desk clearly know who is responsible for each position and who should handle problems when they arise. You cannot put yourself out of the picture with a simple "I don't know." Even if you don't know, you should at least find someone who does to come and handle it. You cannot just pass the buck or even ignore it when a problem arises!
3. "Oh, he's not in."
Sometimes a customer wants to reach the corresponding person in charge, but the person cannot answer the phone for various reasons. When the customer calls the company, the first thing they hear is "He's not in." If the customer already has complaints, this will only add fuel to the fire — they will think the company is deliberately avoiding them and does not want to deal with the problem. What does the customer really want to hear? "He is temporarily not at his desk. Is there anything I can help you with, or I can find him and ask him to call you back immediately." Sometimes what the customer wants is just an attitude!
4. "There's nothing I can do about it."
Sometimes a customer's complaint, or even unreasonable demand, is simply hoping that you can quickly propose a solution, or show an attitude toward handling the problem. For something that should be handled by you, your answer to the customer is "There's nothing I can do." This instantly drops the customer's expectations of you or the company to freezing point and further intensifies a conflict that could have been resolved, ultimately requiring a greater cost to restore the company's image.
Don't fear an opponent like a god; fear a teammate like a pig. You are charging on the front line, and your teammate is behind you helping you lose customers. Actually, doing sales well is not a matter for one person — it is something that can only be done well when a team works together with one heart.
Think about who made you who you are today? The company gave you a job, the job gave you opportunities to learn and grow, colleagues gave you cooperation, customers helped you create performance, competitors let you see the gap, and critics brought you closer to perfection.
Any great company cannot do without an excellent team, and an excellent team cannot do without everyone's cooperation! No matter how strong your personal ability is, if you cannot integrate into your team, sooner or later you will be the one out!