Customer Service Tune-Up — Part 2

(Back to Part 1...)

2. The importance of language from a session entitled “Speaking the Language of Service Excellence”:

Negative words to avoid using when speaking with a customer:

  • no

  • can’t

  • won’t

  • will not

  • don’t

And if you are forced to use the word “no,” or other negative expressions like these, make sure you tell the customers why you have to say no. The more specific you are, the more credibility you will establish with them.

(Similarly, if you can’t avoid putting them on hold, tell them why you’re putting them on hold.)

Being assertive instead of aggressive when telling someone “no” allows for the customer to perceive it as a “win-win” situation. For instance “I am not able to grant you that because of these reasons, but what I can do is…”

Negative phrases to avoid using when speaking with a customer:

  • “It’s against our policy.”

  • “That’s not my job.”

  • “You’re speaking too fast/too slow/too quietly/too loudly, etc.”

Corresponding positive phrases that work SO much better, while still getting the same point across:

  • “Our policy is….” (Stating the policy itself lets the customer understand exactly what they’re not allowed to do. Plus, it paints a better picture for the customer to understand that your hands are tied.)

  • “I will try my best to help you, but if I can’t, I will find someone who can.” OR “Let me refer you to…”

  • “I seem to be having a hard time understanding you.” (It’s better to take the blame yourself than make them feel they’re doing something wrong.)

Other examples of positive statements:

  • “I’ll be happy to take care of that for you. ”

  • “I understand your frustration…”

  • “I know where you’re coming from…” (relate to them if at all possible)

  • “Here’s what I can do for you…”

  • “Let’s make this right.”

  • “I appreciate your patience.”

  • “What works best for you?”

How to verbally “hug” a customer: Use their names! As much as you can! It’s a little thing that makes SUCH a difference to people.

  • When appropriate, begin with introducing yourself and receiving their name in return.

  • Pay attention to the pronunciation!

  • Make sure you ask permission to use their first name before doing so.

  • Say you’re sorry if you’re wrong. The sooner you get that out, the less defensive the customer will feel.

  • Give the customer a chance to tell you what they want — and resist the temptation to interrupt!

  • Provide solutions in telling the customer exactly what you can do for them.

  • Verbally take responsibility, as in “I’m the one who will take care of this for you.” Sometimes, people just want to make sure their request will not just get passed on to someone else and be forgotten about.

  • Use collective words like “us” and “we” when speaking to the customer to establish that you represent an entire company full of nice people like you.

  • Repeat their statements back to them to let them know you are listening, but make sure you PARAPHRASE, so as not to imply they are being mocked, ignored, or brushed off.

(Continue to Part 3...)

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