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Customer Service Information |
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Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice andnegative body language can cause problems when dealing withother people, particularly customers and staff. However,using the wrong words can also cause problems. There are certain "trigger" words that cause people tobecome more difficult especially in emotionally chargedsituations and they should be avoided. These include: * Have to - as in - "You'll have to speak to the salesdepartment yourself" *I can't or you can't - as in - "I can't do anything aboutthat" or "You can't do that" *I'll try - as in - "I'll try and speak to financedepartment 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 controllingtype words, why not try - "Are you willing to?" or just astraight - "Will you?." Can't, can be replaced with - "I'm unable to because?." "I'll try," which is pretty wishy-washy, can be replacedwith 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 sayingbut I can't help you" use - "I agree with what you'resaying. The reason I'm unable to help you is??" At the end of the day the answer to a customer or one ofyour staff could be -"no"- however, choosing your words morecarefully will have a more positive affect on how he or shereacts and ultimately responds to you. "Sorry" is one of the words to avoid because it is sooverused and it's lost its value. Think of the number oftimes you've complained or commented about something and youhear - "Sorry 'bout that." If you're going to use the"sorry" word then you need to use it as part of a wholesentence - "I'm sorry you've been receiving so manycomplaints Mary." Sometimes it's appropriate to use the word 'apologise'instead of 'sorry.' "I apologise for not getting you thatinformation sooner." For smoother interactions, take care with the words you use. Discover how you can generate more business by motivatingyour team!Alan Fairweather is the author of "How to get More Salesby Motivating Your Team" This book is packed with practicalthings you can do to get the best out of your people. Visit http://www.howtogetmoresales.com
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