Witty Words

When you're in the Customer Service business, and we all are, words matter.  It's not just what the customer hears; it's also what they read.   

Here are some examples of how other companies have replaced mundane words with witty ones.   

• A reserved table at a restaurant with a place card that reads Sorry Gorgeous, I'm taken.
• A do not disturb sign on a hotel room that says I'm tied up at the moment.
• A dressing room hanger with the words You look great in that. 
• An email sign off that reads Rock on.

What can you switch up today to make their day?

But it's URGENT!!!

Copyright: 123rf

Your clients and customers need a reason to open your emails.

Chances are, your customers’ inboxes lead to them looking a little like this: overwhelmed.

Being specific about the content of an email message determines not only whether your readers will open it, but how they prioritize and file that message.

But wait, what did you say?  You use ALL CAPS or !!! or URGENT to indicate it’s high priority?

If that’s your company or team norm and everyone agrees, then go for it. 

Otherwise, If you are emailing a client, I’d recommend using a focused subject line.
Instead of Update, say: Project XYZ Update
Instead of Meeting, say: Room Change for Today’s 2pm Status Meeting
 

What's your favorite email subject tip?

Bargain Hunters

Copyright: 123rf

From his book, ‘Bargain Fever’, author Mark Ellwood shares the four magic words that promise to score you a discount:
“Are there discounts today?”

Turns out that most retail stores will respond with some sort of % off your purchase if you simply ask.

Add to that information about our younger customers and their app-happy, bargain-shopping habits and we can see we're all programmed to bargain.  Our brains get a buzz when we get a deal.

So don't get offended when they ask and don't get caught off guard by the request. Instead, think about what you can offer to feed their brain and help them feel like they won.

Instead, how about:

• Free shipping
• Extended return policy
• Putting them on a VIP list
• Offering a text or call when your team or their order is on the way
• A follow-up call to check in
• Tips on using your product better
• Relevant articles or information

How do you give your clients a little bit o' love?

Me, Myself, and I

Copyright: 123rf

Participants in our training classes often ask about 'I' vs 'We' when speaking with customers over the phone.

Here's a rule of thumb.

If it's positive, use WE, which sounds collaborative.  We creates an image of NASA scientists standing around in lab coats with clipboards, waiting to solve customer problems and fly into space.

If it's negative, use I to demonstrate that you are taking responsibility.

For example:
I apologize for that. Here's what we can do.
Let me look into this, so that we can get you service quickly.
We take pride in our response time. I will look into the situation right away.

We love being able to answer your questions!

Do the Robot...

Copyright: 123rf

Actually, please don't. Robots can't do your job! While it may seem like they're taking over the world, there's something very important about you being human for your customers.

Think of a question you get asked daily.  Is it a challenging question that throws you off your game?  Or something so simple you get bored answering? 
While you should have a go-to reply, but please, no scripts. 

Scripts get read and reading sounds insincere: A.K.A. robotic.

Customers don't want robots, they want real humans who treat them like real humans.

To keep it real try this:

• Create a few replies, not scripts 
• Pick phrases that you feel positive about delivering
• Imagine the face of a nice customer when you are on the phone
• Instead of rolling your eyes and saying to yourself, "here we go again," ask yourself, "what does this person really need, and how can I help?".

How do you bring a human element to work?

Eye 'em up

What color are your eyes?

What color are your co-workers’ eyes?

Today, when your internal customers (your colleagues and teammates) come to your desk, take note of their eye color. This will do 2 things:

1. It will give you something interesting to focus on; and
2. It helps you build better rapport and that’s important.  You spend a lot of time with your co-workers, good rapport makes that time more enjoyable.

Mine?  Why, they’re blue.  Thanks for asking.

What's the point?

Before you write an email, clarify your reason for writing and make that your first sentence.

Why so direct? We’ve moved on from the days of letters with beautiful prose and penmanship to Twitter, with only 140 characters, and Instagram & Snapchat, where pictures replace words.

We’ve become impatient readers and communicators.

So, be direct. Make your point in your opening line.