The 10 most important words: “I apologize for our mistake. Let me make it right.”
The 9 most important words: “Thank you for your business. Please come back again.”
The 8 most important words: “I’m not sure, but I will find out.”
The 7 most important words: “What else can I do for you?”
The 6 most important words: “What is most convenient for you?”
The 5 most important words: “How may I serve you?”
The 4 most important words: “How did we do?”
The 3 most important words: “Glad you’re here!”
The 2 most important words: “Thank you.”
The MOST important word: “Yes.”
I love your list. If only every business owner would adopt these phrases! I recently wrote a blog about customer service words. I've attached it below. Hope you enjoy.
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4 Words Your Customers Never Want To Hear
I was in a well known, franchised, coffee shop yesterday and witnessed the use of the "4 words that your customers never want to hear!" Here's what happened: You know those travel coffee mugs that line the retail shelves of every coffee boutique? They come in all shapes, sizes and colors, right? Well a customer brought in a black, thermal, travel mug that didn't pour properly, and he wanted to return it for a new mug. After much hemming and hawing- I'm not sure what he was trying to say- the clerk handed over a new, identical, black travel mug. You could feel the customer's power dwindling, and he - sheepishly - pointed out that this style of mug didn't pour properly because of the way the lid was designed. Could he, please, have a different style? The clerk tried to be polite, and he even apologized, but the apology was hollow, because the next words out of his mouth were: "Do you have your receipt?" Now, get this, the customer mumbled, "No", and the clerk replied, "I'm sorry sir, but, without the receipt, I can only exchange it for an identical mug. . . " (and then he put the blame on the customer. . ) "because you don't have the receipt." The customer said , "But, it was a gift." Clerk: "I can only give you an identical mug, because. . ." (and then came the dreaded 4 words that no customer ever wants to hear. . . )
"IT'S NOT OUR POLICY"
to replace your purchase with a different style "UNLESS YOU HAVE YOUR RECEIPT." The customer left, with his head hung low, and a coffee mug in his hand that he'll probably put in his cupboard and never use again. So much for all the money spent on the logo and branding! That franchise may have lost a customer, plus the five people in line overheard the transaction. I guarantee you , they'll never buy a gift from that store! What a missed opportunity to create a six loyal customers who will each tell 15 of their friends about your great (or not so great) customer service. Hmmm. . . 6x15 - that's 90 people who will repeat the story, and so on, and so on. You choose - which NO COST advertising do you want for your business? Positive or negative, which will it be?