Use "I" instead of "they" or "we." To a customer, the company begins and ends with you. Using "I" shows that you understand and accept that. Saying “the policy is…” or “they won’t allow…” tells customers you are just a clerk. If that’s the way you feel, you won’t ever be able to help them – and could easily be replaced by a machine or walked on like so much carpet. Verbally separating yourself from the company in the customer's mind can take you off the hot seat with cross customers, but it plants a seed of doubt in the customer’s mind. It says: “You may not be able to trust me to help you.”
- Performance Research Associates, Delivering Knock Your Socks Off Service
A simple switch in verbiage can make all the difference in how your customer perceives and trusts you. If you or your team are not trained in making this switch (or just need a good reminder), contact us today to learn how we can help.
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