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

---

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... Read More

Customer No Service - How to Lose a Loyal Customer!

So today was the day where I almost stopped going... Read More

It Is All About Customer Service!

In this day of terrible customer service, it should come... Read More

Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

How to Win the Hearts of Your Customers and Friends

Those of us doing business over the internet have to... Read More

How To Keep Your Customers Coming Back -- Understanding Customer Retention

Why do some businesses offer points, stamps or every tenth... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead.... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Whats Love Got To Do With It?

Customer Loyalty, we all want it. Don't we?Some people say... Read More

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

Leverage Customer Capital First

If you're still dreaming about raising outside capital for your... Read More

Establishing Yourself as an Expert in the Eyes of Your Customers

The most important aspect of a successful business is developing... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

One Critical Question to Ask Yourself Every Day

What happened to the old saying, the customer is always... Read More

Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an... Read More

What Do Your Clients REALLY Think of You?

I'd like to start this article with a test ?What... Read More

Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a... Read More

Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Customer Service Tips for Mail Order Businesses

Can we be too good to our customers?... Read More

The 3 Rs of Customer Service

What I am about to tell you may seem very... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too... Read More

Customer Loyalty

Loyal customers are the foundation of almost every business. Going... Read More