Perfect Phrases For Customer Service, published by McGraw-Hill, and written by Robert Bacal, includes sixty tough customer service situations, and how to deal with them. It uses a series of dialogues, and explanations to show you what to do, and when.

We are continuing to develop new customer service tactics, strategies and tips, and scripts to demonstrate their use, and will post this additional material on customer service on these pages. Free of charge!

The Can-I Customer Service Question

Sometimes customer service representatives need to get information from customers that customers may feel is sensitive or personal. For example, a hospital might need to know the customer's religion, or age, or marital status. While there may be good reason to get this information, a customer may balk at giving it.

The "Can-I Customer Service Question" is designed to help you phrase the question so it incorporates two elements - asking for the information, AND asking permission to get the information. By including an implicit request for permission, the customer is less likely to be resistant or defensive.

It also assumes that the information requested can be given by the customer, or may be withheld. This may not always be the case (it may not be optional), but this "hint" softens the request.

Usage:

The Can-I question is exceedingly simple. Rather than directly asking for the sensitive information, you ask: "Can I enter something that indicates your religion?"

To see a script of this technique in action (coupled with other techniques, click here.