Wednesday, February 2, 2011

Change Your Language and Change the Customer Experience

I am amazed at how a few simple words can transform the customer experience. Many people are quick to use language that can put the customer on the defense. Here’s my list of emotional trigger words and phrases along with the preferred option:

Trigger Words


Can’t
I don’t know
Policy
You should have..
Why didn’t you…
Now just calm down
The only thing we can do is…

Positive Options

Can
I can look into that
Here’s how we handle that
Answer or solve the issue
No blaming – just fix it
The best option is…

Start monitoring your language and hear how these phrases slip into your customer interactions. Most of the phrases invite defensiveness. Simply change your language.

For many organizations, creating a positive customer experience is quite a challenge, however changing a few words is a good place to start.

Oh, if you are wondering about the alternative to “just calm down”, there is not one. If you have the nerve to say it, go ahead and get back to me.

2 comments:

Teresa said...

Great tips Lisa. You are absolutely right. How many times have we walked away from a situation as a customer and thought "if I hear POLICY one more time..." Subtle changes in our wording can make all the difference for our customers.

Lisa Ford said...

Another phrase I would like to hear less of is ..."I'm sorry". Too often it is not backed with any real warmth or sincerity.