Customer service begins with thinking like customers.
A good place to start is with language. Thought and language mirror each other, and when the right words are used, the organization begins to behave as if they were true. Use the wrong words and the opposite happens.
Here are some words for inspiring customer confidence and, at the same time, influencing behavior toward improved service:
- 'I'll take care of that for you.' Wherever a problem lands first is the place for it to be solved. The words must be simple and direct. Handling situations such as this gives you a greater sense of worth. You'll see yourself as important because the words empower you to act. You have the ability to make a difference.
- 'I take full responsibility.' Can you remember when you last heard (or said) these words? If there's a mistake, admit it. Taking responsibility enables you to find solutions-and increase customer satisfaction.
- 'We want your business.' Why assume that customers know you want their business unless you tell them? Too often the impression is given that customers are an interference. Make sure customers know their business counts.
- 'Thank you for thinking of us.' This short sentence is what business is all about. When you walk into a store to make a purchase, you are paying a very real compliment to that business. You'll better understand this relationship-builder and the business when you say, 'Thank you for thinking of us.' Everyone feels good-the one giving the compliment and the one receiving it.
- 'Consider it done.' These are magic words in business. They make more sales than all the training programs in the world. They set a company apart from all competition and keep customers coming back.
Every business has only one reason for existing: to make something happen for customers, on time. Customers want to be reassured that you will do what needs to be done, not that you'll 'try your best.' 'Consider it done' makes you feel in charge and the customer is left with the assurance of being in good hands.
There is only one goal when it comes to service: to instill confidence in the customer. Words (and performance) work. You'll establish positive relationships. You'll create confidence. Most important, you'll keep customers coming back.