4 Things Not to Say
March 1, 2006
4 Things Nobody Wants To Hear... Ever
By: Adams Hudson
There are words and phrases that, when used when talking with customers can put up barriers and be an automatic turn-off.
"You have to..." A customer's natural response to this is, "I am the customer. I don't have to do anything!" Better phrase is, "Would you please...?"
"I'll try." This approach is non-committal and makes customers think you are giving them the brush-off. "I know I can" is the approach to use.
"But..." Saying this often negates everything that was said before. Try using "However..." which offers a smoother transition to new alternatives and options.
"It's against our policy." Customers boil over when a customer service rep retreats into "company policy." Instead, point out what your company policy is without using that word! Words such as "procedure" or "approach" work much better.
Adams Hudson is president of Hudson, Ink “Creative Marketing that Works.” His company creates a full line of marketing tools for contractors including Customer Retention newsletters, Yellow Page ads, “turn-key” Marketing PowerPacks and custom copywriting. You can get a free subscription to his “Sales & Marketing Insider” by faxing your letterhead to 334-262-1115 with the request. Also check out www.hudsonink.com on the web for free marketing tips or call 1-800-489-9099 for more info.
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