| |
| |
|
Customer Service Information |
|
|
|
Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly customers and staff. However, using the wrong words can also cause problems. There are certain "trigger" words that cause people to become more difficult especially in emotionally charged situations and they should be avoided. These include: * Have to - as in - "You'll have to speak to the sales department yourself" *I can't or you can't - as in - "I can't do anything about that" or "You can't do that" *I'll try - as in - "I'll try and speak to finance department today" *But - as in - "I agree with what you're saying but??.." *Sorry - as in - "I'm sorry 'bout that" "What DO I say I hear you cry?" Instead of the words "Have to" which are very controlling type words, why not try - "Are you willing to?" or just a straight - "Will you?." Can't, can be replaced with - "I'm unable to because?." "I'll try," which is pretty wishy-washy, can be replaced with something more honest - "This is what I can do" or "This is what I'm unable to do" "But" is a word that contradicts what was said before it, replace it with - "And" or "However" (which is a soft 'but') Instead of saying "but" you could leave it out altogether. For example; instead of - "I agree with what you're saying but I can't help you" use - "I agree with what you're saying. The reason I'm unable to help you is??" At the end of the day the answer to a customer or one of your staff could be -"no"- however, choosing your words more carefully will have a more positive affect on how he or she reacts and ultimately responds to you. "Sorry" is one of the words to avoid because it is so overused and it's lost its value. Think of the number of times you've complained or commented about something and you hear - "Sorry 'bout that." If you're going to use the "sorry" word then you need to use it as part of a whole sentence - "I'm sorry you've been receiving so many complaints Mary." Sometimes it's appropriate to use the word 'apologise' instead of 'sorry.' "I apologise for not getting you that information sooner." For smoother interactions, take care with the words you use. Discover how you can generate more business by motivating your team! Alan Fairweather is the author of "How to get More Sales by Motivating Your Team" This book is packed with practical things you can do to get the best out of your people. Visit http://www.howtogetmoresales.com
MORE RESOURCES:
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
Got A Consumer Problem? Millions of people, just like you, end up with a consumer problem that they just can't seem to get resolved. No matter what they do. Oil Change Customer from Hell or Hoax; You Decide Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they "Evacuate it" or in the industry we call it "E-VAC" and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out? The answer is not all the oil. Write a Business Thank-You Note Have you seen that thing on TV where the gal tells the nerd she wonders why he never asked her to marry him and he stumbles and says "Thank You" and she turns to butter?The point of the message is that "Thank You" goes a long way to making people feel better.Personally and in business, develop the "Thank You" habit. Who Says the Customer is Always Right? We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday. E-Business's Best Friend: eCRM From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that question, chances are you're also in the dark about the following questions. What customer demand trends can I expect in the future? How can I improve customer retention? What can I do to build long-term relationships of trust with customers? Knowing the answer to these questions can mean the difference between long-term growth and profitability and crashing and burning. Customer Satisfaction and the Service Business The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. Everyone talks in code! How often have you left a meeting with a customer or your boss telling yourself he likes my ideas. Only to find later that you didn't get the sale or your boss has told everyone that you are crazy. Your Actions Tell Your Clients How You Expect To Be Treated There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated. Minimize The Pain of Check Recovery $350 million in bad checks are written each and every week. That fact alone makes bad checks a serious problem for American businesses. Astonish your Customers With These Customer Service Tips Customer service today is getting worse. Win customers over and you build your business for life. Is Your CRM (Customer Relationship Management) System Doomed To Fail? "Right, People. Let's blast out that mail campaign we've been planning for so long. What To Do When Youve Blown It It's bound to happen sooner or later - yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer. Customer Service - A Lost Art? Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually DO receive excellent customer service that it makes such an impression on us that we usually choose to go back? Why - because the occurrences are so few and far between!!! As a home business owner, it is imperative to my business that customer service is ALWAYS a top priority. Top Ten Strategies for Delivering 5-Star Customer Service Customer satisfaction is valuable, but customer loyalty is priceless. In today's competitive world of business, it is becoming more and more important to deliver customer service that is unbeatable. Dont Be Afraid To Give Problem Customers The Boot Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot. Attitude of Service When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service. What Every Manager Should Know About Seeing the World from Where the Customer Is Standing It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day while I was shopping with my daughter, Stefanie, who was two years old at the time. You MUST Sweat the Small Stuff It's The Little Things That Make or Break a Small BusinessIf you make a poor impression in small things, why should customers trust you with larger ones like buying your product regularly or giving you a big order? In the last two days, I've seen this simple fact proved three times.I ordered software from Company A. Poor Customer Service - Are Your Customers Driving Away Other Customers Every customer you have is a word-of-mouth advertiser for you. Unfortunately 90% of this free advertising is negative. Add Value - And Kill Mediocrity in Customer Service There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.
|
| home | site map |
| © 2008 |
