 The
Words You Choose to Use
I
choose words every day. When speaking, writing,
requesting and deciding, I use some words and not others.
You do, too.
The words we choose create meaning and mission in our
lives. This became clear when a close friend said he
was ‘still looking for a wife’. I know this
guy. He will only get married when he decides to stop
looking – and start finding.
Listen to the difference in these few words:
‘What do you
want?’ or ‘How may I help you?’
‘I didn’t
mean it.’ or ‘Please accept my apology.’
‘It’s in
the instruction manual.’ or ‘Let me answer
that for you.’
‘We don’t
have any more.’ or ‘I can order that for
you now.’
What a difference a few words can make!
***
In the bathroom of Le Meridien Cyberport Hotel in Hong
Kong, I found a small note with a stern message. In
bold letters it said:
I FORGOT: Should you need other amenities, please
do not hesitate to call our Solutions Center. Press
‘0’.
- Sewing Kit - Nail
Kit - Razor Kit
- Dental Kit - Shoe
Mitt - Mouth Wash
- Hair Kit - Others
I checked my toiletries and was relieved that I did
not forget. It doesn’t sound very inviting to
call a ‘Solutions Center’ and request a
‘dental kit’.
One week later in the bathroom of the Crowne Plaza Hotel
in Dubai, I found a small note with a gentle message:
WITH OUR COMPLIMENTS: If you require any essential
toiletries, please contact reception. We will be pleased
to deliver to you with our compliments: shaving cream,
razor, comb, toothbrush and toothpaste, cotton wool
or female sanitary products. Welcome home.
As I read the note, I felt comfortable, cared for and
at ease.
What a difference a few words can make!
***
On a boat in Hawaii, the crew was unfriendly and rude.
A large sign read: ‘Wind and waves can tip the
boat, but only you can tip the crew.’ There were
sixteen tourists on board. Not one left a tip.
At a coffee bar in Malaysia, I saw a box with a sign
reading ‘Tips are encouraged’, but I saw
no smiles from the staff. The tip box was empty.
On Starbucks counters worldwide, small boxes are full
of coins and notes – tips for the enthusiastic
team. No sign is needed: Genuine smiles and friendly
service send the appropriate message.
In the rooms at the Sofitel in Hanoi there is a sign:
‘During your stay we would be grateful if you
respect our “no tipping” policy. Your satisfaction
is our best reward.’
What a difference a smile can make.
***
You can also teach key words and special phrases to
your customers. This will increase their sense of belonging,
loyalty and connection.
It took months of practice, but I can now walk confidently
into Starbucks and ask for ‘a tall, low-fat, double-shot
mocha with a single pump and extra whip, not too hot’.(Which
means a medium-sized drink with an extra shot of espresso,
one third the usual amount of chocolate syrup, low-fat
milk steamed to a slightly lower temperature than usual,
plenty of whipped cream on top.)
***
Choose special words and phrases to communicate with
colleagues and not offend your clients.
At Disney stores worldwide, good buyers are called ‘Guests’
and potential trouble makers or shoplifters are called
‘Customers’. It’s very helpful when
staff need to point out someone to the store manager
or security guard. They simply say out loud, ‘A
customer here needs help!’ raising their first
finger upwards with their thumb pointing in the direction
of the potentially problematic ‘customer’.
***
When will software designers realize that ‘Search’
is a database function, while ‘Find’ is
what people want to accomplish?
Every word has mood and meaning. Every word counts.
***
Choose your words carefully when asking staff for feedback
after a training session.
The evaluation form I use features just three questions,
each focusing on the value, benefit and application
of the new learning:
a. What did you learn
today that you found most beneficial?
b. How will you apply
what you have learned at work?
c. Any other comments
are welcome.
I do not recommend any question that causes participants
to judge the training (e.g., Not Satisfied, Somewhat
Satisfied, Very Satisfied). This turns your students
into critics at the last minute when they should be
focusing most clearly on reviewing key points and planning
their action steps.
If your participants do have praise, suggestions or
complaints about the training or the speaker/trainer,
they will use the ‘comments’ section provided.
Key Learning
Point
Every word and phrase
you choose conveys mood, tone and meaning. Remember, customers
and colleagues come in every possible stage of enthusiasm,
anxiety, understanding and confusion. Pay attention! When
you are offering, asking, responding, explaining, invoicing,
installing or advising, choose the words you use with
care.
Action Steps
From your customers’
point of view, which words and phrases sound positive
and helpful, appreciative and respectful, inviting and
secure? Which words sound cold and confusing, overly technical
or even condescending? Make a list.
Now review the language of your company communications.
Read everything aloud. Listen to the words as they are
spoken. Do you hear what customers love to hear, or do
you hear internal conversations, industry standards and
company jargon? Listen carefully to your language and
then improve it.
Next Article in Customer Service Perception Points >>
Give Them the 1 Percent
First Article in Customer Service Recovery >>
What to do When Your Customer is About to Explode
Did you appreciate this customer service training article?
Get more like this at no charge. Subscribe now to the UP Your Service! newsletter.
YOU MAY USE THIS CUSTOMER SERVICE TRAINING ARTICLE IN YOUR FREE NEWSLETTER OR YOUR WEB SITE
as long as you include this complete statement:
Copyright, Ron Kaufman. Used with permission.
Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
"UP Your Service College".
To enjoy more customer service training articles,
visit www.RonKaufman.com and www.UpYourService.com
FOR COMMERCIAL USE of this article in a paid newsletter, publication, or training program, please refer to our Terms of Use.
|
