Just say “I don’t know.”

Yes. No. I don’t know.

Just say “I don’t know.”

Which of these three words to use is tricky, and the really skilled in customer service can always seem to use the exact right one for the situation. I’ve never loved our ‘just say yes’ policy because I can’t, and shouldn’t just say yes to everything. Though in principle, I like what it stands for – my people are empowered to just say yes to making the situation right for the customer. I’ve heard it make partners lazy though…they just say yes, when they should explain further, or they should say no (as with the outside milks). We’re re-focusing on customer service basics right now, and the common struggle is dealing with those grey ‘I don’t know’ areas. What if the customer is angry, and you feel an ‘I don’t know’ even if truthful, will make them angrier? What if this customer has a history in the store, like in some of our downtown locations? What if you don’t know, and y...

Full article: http://www.starbucksmelody.com/2013/01/28/just-say-i-dont...

Tweets

@kara86ster » 31 Jan '13, 1pm
Just say “I don’t know.” by @SbuxMel [link]
@superburrista » 30 Jan '13, 2am
Thanks @SbuxMel, for the "food for thought". [link]
@tarynlundh » 30 Jan '13, 2am
Great blog post - customer service basics. “@SbuxMel: New blog post in case you missed it: Just say “I don’t know.” [link]”
@SbuxMel » 30 Jan '13, 12am
New blog post in case you missed it: Just say “I don’t know.” [link]
@Macsleuth » 29 Jan '13, 1pm
RT @SbuxMelodyBlog: Just say “I don’t know.” [link]
@ArtistGu3 » 29 Jan '13, 5am
Brilliant lesson in customer service - being ok in ambiguity and uncertainty [link] @SbuxMel
@CallMeMrCoffee » 29 Jan '13, 4am
From SBUX Mel: Just say “I don’t know.”: Just say, “I don’t know.” (A story about yes, no, and I... [link] A big SBUX fan!
@kristen206 » 29 Jan '13, 4am
RT @SbuxMel: Just say “I don’t know.” [link]
@SbuxMel » 29 Jan '13, 4am
Just say “I don’t know.” [link]
@lairelandon » 29 Jan '13, 7pm
Just say “I don’t know.” [link]
@MommyArmada » 29 Jan '13, 1pm
RT @SbuxMelodyBlog: Just say “I don’t know.” [link]
@SbuxMelodyBlog » 29 Jan '13, 1pm
Just say “I don’t know.” [link]