Try this;
Smile,
Nicely done!
Now frown,
Nicely done!
The smiling used 17 muscles, the frown 43 muscles.
Go ahead, take it easy today - SMILE!
What NOT to say #6
What time do you finish work?
No, I'm not hitting on you, just trying to prove a point. Your end of day might be 5pm, 6pm, 9pm or if you work shifts even 4am!
My point? Vague responses can lead to misunderstandings and disappointed customers.
Instead of saying ASAP (as soon as possible) or EOD (end of day), pick a time and offer an option.
Rather than "I'll call you back ASAP", say instead "Let me look into this and find out for you. It should take 20 minutes. Do you prefer a call or an email?".
Tip: Build in some margin time. Although the task should only take 10 minutes, chances are you will be interrupted, so be realistic.
What NOT to say #5
A couple of you voiced your concern about words or phrases that sound insincere.
For example: "Have a nice day" at 4pm.
The cure? Stay focused on the call until you hang up.
Tip: Use their name in your closing. If you can't do that, you might have checked out too early.
Aim for a professional sign-off which includes the following:
- a recap of the call
- an offer for further assistance
- their name
- gratitude
- and some pleasant words.
Sounds like; "To confirm, we have processed $300 on your visa today. You will see that reflected on your next bill. Is there anything else I can do for you today? No? Well thank you for your call Mr. Pitt and have a great week."
What NOT to Say #4
I asked for suggestions and you shared! Thank you.
This week's word to eradicate is "unfortunately."
Use it in a sentence please?
1. Unfortunately we can't schedule you until September.
2. Unfortunately we don't take American Express.
3. Unfortunately we will have to charge $50 to expedite that, or $50 for a same day delivery.
The reason it doesn't work is because you sound like you feel bad. When you feel bad or unsure, the customer does too. A better response is to change your wording.
Here's how. Offer a choice with a confident, pleasant tone.
Like this:
1. Let me check the calendar. Oh good news, we have openings in September. Would you prefer a morning or afternoon?
2. I'd be glad to process this order. Will that be Visa or Mastercard?
3. We can get that out today for $50 or tomorrow with no additional charge. Which do you prefer?
Keep your suggestions coming...
What NOT to say #3
An easy this week...
“I don’t know”
Why? Clients don’t care what you don’t know; they care about how you will help.
Say instead,
“Let me look into that. It will take about 5 minutes, would you like to hold or should I call you back?
Or
“Let me put your through to Siri, she takes care of that”
BTW: If you've got an expression that you dislike hearing during a customer service interaction - email it to me and I'll post the re-write.
What NOT to say #2
Last week's e-couragement certainly generated a lot of comments and emails! Seems as if "no problem" is a pretty common expression for many of you. Did you have success replacing it?
Here's another.
"uh-oh", "hmmm that's not right", "that doesn't make sense" or silence.
These are the things we (customers) don't want to hear while you pull up our account and review our information.
Imagine you were at the dentist; she's working on your mouth, drill in hand, and she says "uh-oh." Not good, right?
Well, we feel the same. As you ponder our situation or our account, any words of confusion make us fear the worst.
Silence is equally as scary. We think you have forgotten about us.
What's the replacement?
"One moment while I review your account"
"Bear with me while I access that information"
Use the 'mute' button if you are a mumbler, or a think-out-loud person.
You might ask: "What about making small talk while they wait?" - eg "are you ready for the weekend?".
Please don't and here's why. You ask about my plans, then you don't listen for the answer because you are reading my account.
I feel set up and let down. Be realistic. Multi-tasking doesn't work. Focus on my account OR focus on me - one at a time.
What NOT to say #1
These next few e-couragements will focus on the phrases or words that we should eliminate from our conversations. They either make the customer mad or leave them feeling like we don't care.
Raise your hand if you use the expression, "No problem" at work.
Yes? Well stop it!
If it's not a problem why are you using the word problem?
If you are you over 16 years old, skip the no problem, stop chewing your gum and say "certainly" or "absolutely"or "my pleasure"
Need help? Write "certainly" on a post-it note and place that on your phone. When you feel a no problem coming on, catch yourself and read your note.
Go on...give it a try.