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
Related News
|
 |
|
|
RELATED ARTICLES
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind. Is that insane? Yes, pretty much, but it's also good customer service, and it's a good investment, and the "secret" of success, for a lot of big companies.
Customer Loyalty
Loyal customers are the foundation of almost every business. Going the extra mile to provide outstanding customer service is the first step to customer loyalty. But there is more. Of course - your products and services in general need to be good. If you offer lousy uptime there is not really a reason to be loyal when being a customer. You just don't deliver, period.
Your Voice Print
"Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life.
From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore. Instead, the person we are dealing with in face-to-face relationships does not even attempt to feign a smile, but rather greets us with a scowl, completely avoids eye contact with us, and grudgingly mutters responses to our requests and questions.
When did customer service cease to exist? Why is it suddenly so difficult for employees to show customers some common courtesy along with a little friendliness? Have we ventured so far from the service standards of yesteryear and become so shortsighted that we refuse to treat others as we would want to be treated ourselves?
Automating Your Customer Support
My regular readers will know that one of the things I highly recommend doing with any online business is automating as many of your day to day tasks as possible.
The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better
Yesterday I went to buy a sandwich at a franchised outlet. I thought while driving up would the owner be there to help out and save some money on labor, knowing a holiday weekend is hard to get labor. As I drove up to the place a man driving an SUV made by Lexus, nice too, cut me off stealing my parking spot? He parked crooked and blocked part of the stall I wanted and part of the handicap stall, next to it.
You Bever Know Who Youre Serving
You Never Know Who You're Serving when customers turn irate.
How To Keep Your Customers Coming Back -- Understanding Customer Retention
Why do some businesses offer points, stamps or every tenth coffee for free?
Listening to Customers - 5 Tips
In a strange juxtapositioning of articles, this month's UK 'Management Today' has three pieces, relating to the importance of listening to customers.
Communicating Value
Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about.
Restaurant Scheduling for Success
- Excerpt from Richard Saporito's latest e-book "How to Improve Dining Room Service"
Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?
Do many of us realize that we are working an unpaid part time job for the grocery stores and some home appliance stores? We are ringing up our own goods, are not getting any price discount for doing so and are saving these retailers money.
Saying Thank You to Your Clients
"Thanking your customers" - Why you should do it and how...
What?s in a Name?
Different people call their Customers by different names. If they don't have Customers, they have Clients, purchasers, licensees, users, patients, members, franchisees, or buyers. Each of these words carries meaning to those who say them. And those meanings say something about the health and long term success of the enterprise.
Leverage Customer Capital First
If you're still dreaming about raising outside capital for your business before you have any paying customers, I've got a nice big bucket of ice water to throw on you. Wake up! The cold reality is that investors aren't interested in your business idea unless you can demonstrate that you've got customers who are actually willing to buy. Before you try raising outside capital, you should focus on building your Customer Capital.
Customer First Customer Service
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new clients coming in.
More Customers - Watch those Little Things
Two situations, two perfectly acceptable experiences, but in one case, an excitement about great service and in the other case, just OK.
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your business? As a mystery shopper, I help businesses see themselves through the eyes of their customers by posing as a typical customer and evaluating their service, quality and cleanliness. Was it easy to find what I needed? Were the employees polite and helpful? Was everything neat and clean? Was I thanked for my business? What happened when I made a return?
What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees
Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, when we take them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace. After all, a complaint is nothing more that a person telling you that his (or her) needs have not been met. As dissatisfied customers, they are giving us a second chance to correct something that should have been done properly the first time around. (In some cases the customer might happen to be your employee.)
Does Your Customer Talk Back To You?
What is your customer saying about you? Do you really know? Does your customer really know who you are?
|
