Want to Keep Your Customers?
Well, Watch Your Language!
The quality of everyday language used in business is on the decline. We are often unaware of the impact that our words have on our customers.
by Debra J. Schmidt
|
|
When we use language that is negative or abrupt, we create communication barriers that will frustrate and offend people.
Negative language can quickly destroy even the strongest business relationships.
Below are four types of phrases that most people find irritating and some guidelines for changing them from negative to positive phrases:
Giving orders to your customers
Rather than:
"You have to..."
"You must..."
Use:
"If you will _____, then I can..."
"In order to _____, we need..."
Focusing on what you can't do
instead of what you can do
Rather than:"I can't do that..."
"We don't do that..." "You can't..."
Use:
"Here is what I can do for you."
"Let's see what we can do."
"Here is what you can do..."
Criticizing or blaming your customer
Rather than:
"You should have..."
"You never..."
"You failed to..."
Use:
"Here's how we can resolve this..."
"Often..."
"We did not receive..."
Appearing not knowledgeable or unwilling to help
Rather than:
"I don't know."
Use:
"I'll be happy to check on that for you."
"Let me find out for you."
The ability to recognize and change your negative language into positive phrases will provide you with excellent tools to build lasting customer relationships.
It takes integrity and practice to master positive communication skills. But when you do, you will see immediate results in the delighted responses of your co-workers and customers.
Debra J. Schmidt, a.k.a. “The Loyalty Leader”, is in demand as one of the nation's top customer service speakers and trainers. She is the author of “101 Ways to Build Customer Loyalty.” You can subscribe to Debra’s free email newsletter, loaded with tips to help you build customer and employee loyalty, at: http://www.theLoyaltyLeader.com
|
|
Some Related Articles:
Phone Rage: Victim or Unwilling Perpetrator?
How to Lose a Customer in Two Easy Steps
Are You Doing a Scriptease? -- by Andy Hanselman
What Does Your Telephone Say About You When You Are Away?
Wanted: Mistakes, Dead or Alive!
Communicating Effectively in the Workplace: Four Essential Steps
How Invisible Communication Barriers Kill Productivity
Let's Get Real: The Case for Being Consciously Authentic
Three Basic Rules for Management Communication
Conversations can be the Key to a Manager's Success
|
|
|
|