| |
| |
|
WebsiteAlways |
|
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
MORE RESOURCES:
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination.However life is rarely straightforward, and if problems do arise, order completion times and cash flow will inevitably suffer as a result. Loyal Customers Take Commitment In today's competitive world of retail, many stores are implementing external marketing programs designed to attract new business.Unfortunately, the cost can be very high with little return on investment. Finding Out Why a Potential Customer is Calling On You Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.In most cases, the caller has been told something about you and your product or service. Customer Service and The Human Experience Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome. The Logic of Emotion! Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes is based in emotion. How To Build Stellar Client Relationships Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's.Begin the process here . The Importance of Good Customer Service Do you have good customer service? Even for your free giveaways?I have been thinking over the past couple of weeks why some WAHP's have trouble growing their business. They host chats or do online parties. Whats Love Got To Do With It? Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it. Five Tips to Calm Cranky Customers 1. Tis the SeasonRecognize that everyone is frazzled during the holidays- you and your customers. Everyone talks in code! How often have you left a meeting with a customer or your boss telling yourself he likes my ideas. Only to find later that you didn't get the sale or your boss has told everyone that you are crazy. Customer Service Is More Than Just Being Nice To People Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite. Customer Service Tips for Mail Order Businesses Can we be too good to our customers? No way! Our customers are the backbone of our business! They're right no matter what! But I'm sorry to disagree with you. As small, honest and legitimate businesses - we have a tendency to place our product quality above money. Call Center Services - An Ever Increasing Demand Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. Create Win-Win Deals With Your Competitors In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. E-Business's Best Friend: eCRM From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that question, chances are you're also in the dark about the following questions. What customer demand trends can I expect in the future? How can I improve customer retention? What can I do to build long-term relationships of trust with customers? Knowing the answer to these questions can mean the difference between long-term growth and profitability and crashing and burning. Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want? In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. Raising The Bar For Online Magazine Subscription Services And Customer Service After years of flying below the radar in the magazine subscription service arena online, MagMall.com is gaining traction real fast. Why Cant Microsoft Make Soft Packaging? Why is it that Microsoft wants you to buy its product but does not want you to open the plastic case that is welded around the cardboard box? I believe that such packaging along with cockroaches will survive atomic disasters!Good luck finding any clue as to an easy way to open this fused bit of skin-tearing packaging. I split my scissors trying to pry open the ends. Who Says the Customer is Always Right? We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday. The Nine Principles of Customer Service for the Travel Industry© If you want to learn how to get your clients to do your selling for you through excpetional customer service, read on. Learn customer service secrets from tourism professionals, apply them to your business and prosper.
|
| Interesting articles | Home | site map | Link |
| © 2006 |
