I am the leader of a six-person technology Help Team that averages 700 calls per week and an additional 400 emails. We have thousands of unique callers asking both routine and out-of-the-box questions. The guideline that we are working on when assisting customers is: Be Positive: WIFT.
What does WIFT mean? What’s In It for Them?
What are six guidelines for WIFT responses?
1. Start with something positive. Examples include ‘Thank you for your email…’; ‘I would be happy to help…’; ‘We can quickly…’
2. Explain the benefits of what you are asking them to do. Examples include ‘This will make you more efficient because…’; ‘The reason this will help is…’; ‘The easiest way…’
3. No. Period. Is not an option. While we may not be able to say yes every time, we can always provide alternatives and options.
4. Negative only after positive. Correspondence should never start with statements such as ‘Unfortunately…’; ‘You cannot…’; ‘There is no way…’
5. Perception is everything. Use action-packed positive words. Examples include ‘The easiest way…’; ‘We can quickly…’; ‘There are no concerns with…’
6. Stick to facts. Avoid Excuses.
Sorry, I have to run. I just heard an employee miss the Be Positive: WIFT mark.
Caller asks a question.
Response: We don’t keep record of passwords. It’s for your security.
Ahhhhhh, if only I had a rewind button I would suggest:
Response: For your security, we do not have a record of your password but we are able to reset it for you. Would you like to do that?
Until next time, Be Positive, and remember to focus on WIFT.