This is the final part of the four-part series on Magic Customer Service Words, where we’re examining “Positive” and “Negative” language – and the ability language has to influence or create rapport with customers. Here are two more great examples:
Positive:
“I want to get this right for you.”
This is a phrase that has a remarkable impact whenever you have to put someone on hold, or ask someone to wait while you check on something. Typically, in these situations, we will say something like, “Can I put you on hold for a moment?” or “Let me just go check…” And typically, a customer will wait patiently.
For about 8 seconds.
In today’s hyper-speed, instant gratification world, people don’t “wait” very well. It’s not uncommon for a customer to start becoming annoyed after just a very short delay.
The next time you’re faced with a situation like this, try saying something like, “Ms. Smith, I just want to make sure I get this right for you. Can I put you on hold for a moment?”
You’ll be pleasantly surprised at how much more patience customers suddenly have, when they realize that the wait is in their best interests.
Negative:
“Actually…”
The moment we hear the word “Actually” at the beginning of a sentence, we instinctively know that we’re about to be corrected. And all too often, it carries with it the invisible message that someone thinks we’re just too stupid to live. “Actually, Ms. Smith, that’s not something we do..(idiot)…”
As a rule of thumb, try not to correct people unless it’s absolutely necessary. When you do, make sure to use the Confirm, Clarify and Continue model:
“That does seem like something that we would do, doesn’t it?” (Confirm)
“Unfortunately, it’s been a few years since we’ve provided that service” (Clarify)
“Have you thought of trying….?” (Continue)
There are some people, of course, who seem to get great glee from correcting others, and just can’t seem to stop themselves. Don’t be one of those people – they typically don’t do very well in customer service roles.
That is the conclusion of this series. Thanks to everyone for all the amazing feedback and suggestions!
(If you would like to see the first three parts of this series, you can find them on our Facebook page)
Shaun
