Give Up Your "Buts" in Favor of Excellent Customer Service

 Give Up Your "Buts" in Favor of Excellent Customer Service

In a customer service setting, how many times have you heard something like this?

"Why don't you just do it this way? It will take care of the situation," said the customer.

"I understand what you are saying, but we can do it this way," said the customer service representative.

After that, things seem to suddenly get worse, making it hard to get the customer back.

What took place?

When interacting with clients, the customer service representative used a single term that had a strong negative impact. The customer's face becomes scarlet, his jaws clench, his hands grip, and the horns on his forehead all stand out at the sound of that one word.But is the word.

This is so because the word "but" is exclusive. The customer's earlier statements are all refuted by the usage of but. The client then experiences disdain and alienation. "You discounted or ignored everything I just said and you are going on with your agenda," the message reads to the customer. I won't respect your solution because you don't respect me.

The Resolution

Instead of using the word "but," use the strong, uplifting word "and," which will make the client feel that he is a part of the solution, put a grin on his face, and shift the atmosphere to one of positivity. And is a term of inclusivity. When you consider it, and in mathematics is equivalent to the addition function. Using and communicates to your client, "We will take into consideration what you just said as I share my solution with you."

Keep in mind that giving a consumer the impression that you are listening to them accounts for 90% of client satisfaction. Use of and conveys to the client, "I'm paying attention to what you have to say."

Let's use this in the instance mentioned above:

"Why don't you just do it this way? It will take care of the situation," said the customer.

"I understand what you are saying, and we can do it this way," says the customer service representative.

As you can see, the response to the customer's feedback has become more positive. By employing the word and creating a bridge for the consumer to cross in order to evaluate your solutions, you shift the customer's position from being on the opposing side of your solution. In summary, your client is more likely to embrace your solutions right away.

Hence, to see where you are utilizing but, try recording a discussion with yourself. Work on replacing but with and after that. At first, it could feel a little strange. On the other hand, you will hear a smoother sound and see improvements right away the more you use. Less stress for you, better customer service experiences, and contented customers are the advantages. Keep in mind that if you leave your butt behind, you will also deliver excellent customer service.



Ed Sykes, Copyright © 2004. All rights reserved.

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