If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?
* I'm sorry. I didn't get that.
* I can't understand what you're trying to say.
* Yes, Mr. Jones, I'll be happy to do that for you.
* All right. I'll see what I can do about it.
* It will take a few minutes. Would you like me to call you back?
* Hold on. I'll be right with ya.
* Thank you for waiting. I have that information now.
* You're out of luck. We don't sell that any more.
* Would you spell your name, please?
* What did you say your name was?
* Thank you. I'll check for you.
* Okay. Let me see if I can find out about it from someone.
* I'm sorry. Mr. Smith is away from his desk. May I help you?
* He's still out to lunch. I don't know when he'll be back.
By now you can certainly see and feel the advantage that using positive phrases creates for your organization, your customer, your organization, and yourself. Positive phrases cause positive outcomes for everyone involved.
When you're positive with your customers, they'll be positive with you. After all, isn't that what doing business is all about?
Be courteous and professional with others and watch the benefits fall into your lag. It's guaranteed.
Remember: When you maximize your potential, everyone wins. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box, and live web site link. Although advance permission is not required, please notify us at execandgroup-consulting@yahoo.com when you use this article.
Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts lectures, seminars, webinar, and writes articles on his theme: ... helping you maximize your potential. He offers management, marketing, and parenting resources at his Maximizing Your Potential blog.
A client recently said to me: "Most days things seem... Read More
Are wholesale buyers and retail customers really different? Frankly, there... Read More
1. Tis the SeasonRecognize that everyone is frazzled during the... Read More
Nobody likes to get complaints. They make you question your... Read More
What have you done for your existing customers lately? Probably... Read More
If you're still dreaming about raising outside capital for your... Read More
Good service is easy to spot and hard-to-find. Mediocre service... Read More
Having been in business a number of years, I'm amazed... Read More
What is your customer saying about you? Do you really... Read More
There are five techniques that have been proven to be... Read More
The Call Center world is an intense pressure-driven environment continually... Read More
Do you know you can open, answer, close and report... Read More
When conducting a training session about customer service, I always... Read More
You probably realise how the wrong tone of voice and... Read More
How often has your schedule been thrown out of whack... Read More
It's possible that in the course of your business dealings,... Read More
In 2002, there wasn't much interest for Kindness in business,... Read More
A few months ago, I wrote about ingenious styles of... Read More
Over promising is a problem only when you under deliver.... Read More
It should be a straightforward business scenario: making sure that... Read More
If you have integrity, nothing else matters. If you don't... Read More
It is important to remember that the customer doesn't necessarily... Read More
When all else fails in your company to meet the... Read More
Customer service is everything to a business. Just look at... Read More
I got it into my head sometime in December 2004... Read More
"Mountains are built one pebble at a time and climbed... Read More
Jay instructed a customer of his to offer a rare... Read More
Every time my firm conducts communication skills training, we know... Read More
If you want to last a long time in business... Read More
It's bound to happen sooner or later ? yes, even... Read More
Delight = Customer Expectation plus 1. This was the simple... Read More
My regular readers will know that one of the things... Read More
"Every company's greatest assets are its customers, because without customers... Read More
When you own a business, you may find yourself in... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
This may seem a strange topic to introduce. Yet, it... Read More
When all else fails in your company to meet the... Read More
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More
With all of the calendars and PDA's and lists I... Read More
On a recent airline flight I was an upset... Read More
There are two Post Offices that I routinely visit. One... Read More
One of the mantras we hear repeatedly in business is... Read More
Homebuyers are an interesting study. Watching people make their home... Read More
If you want to last a long time in business... Read More
1. Don't get Hooked !!!When people behave towards you in... Read More
$350 million in bad checks are written each and every... Read More
In 2002, there wasn't much interest for Kindness in business,... Read More
Recognize metaphors from every angle and round up more insight... Read More
Q: In a recent column you made the point that... Read More
Are your company's call center services all that they could... Read More
You want customers. I want customers. We all want customers.... Read More
Every time my firm conducts communication skills training, we know... Read More
Two situations, two perfectly acceptable experiences, but in one case,... Read More
Our challenge as the business owner/sales person answering the telephone,... Read More
When was the last time you received a handwritten note... Read More
Businesses like to brag in their advertising about quality of... Read More
Like any business, carpet and upholstery cleaning requires excellent customer... Read More
Looking for hi-fi computer peripherals? Finding it tough to decide... Read More
At 8.30 am a wealthy client (on his way to... Read More
Periodically every sales person encounters the customer who refuses to... Read More
In order to maintain a successful business, the business must... Read More
As someone who has been heavily involved facilitating strategic planning... Read More
With all of the recent data theft in the financial... Read More
In a strange juxtapositioning of articles, this month's UK '... Read More
You probably realise how the wrong tone of voice and... Read More
1. Hire people who have a service attitude. Some people... Read More
Customer Service |