Simple because as little and ignorable as they appear, it is capable of turning a customer experience around in your favour and expensive because it can cost you your business when downplayed or taken out.
Learn to use these magic words and see how things turn around.
- May I: Be polite when demanding anything or information from your clients.
- Please/ Sorry; Do not hold back an apology where a customer expresses disappointment at a failed service or where it is apparent.
- Excuse: Seek and be sure to have the consent of your client before placing the call on hold or leaving them for other tasks even if its in the process of granting their request.
- Thank You; Be generous in your expression gratitude to your clients either for their patronage, stopping by or assisting with information in the process of attending to them.
- Pardon Me: Should you have a challenge comprehending or hearing your customer clearly, be nice about requesting that they repeat themselves.
Food for thought...
Bimbo,
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