Posts Tagged ‘Customer Service’

Words Matter

Monday, September 30th, 2013

Mark Twain said, “The difference between the almost right word and the right word is really a large matter—It’s the difference between the lightning-bug and the lightning.”

The words we use can convey more than we think. It’s worth taking a moment to choose your words carefully—especially the phrases we use every day.

One phrase that customer service people often fall into is “No problem.” Sounds harmless enough, right? But that phrase turns a lot of people off because “No problem” conveys the subtle message that there might have been a problem, but lucky for the customer, you are willing and able to help them. But who knows about the next request they make? That might be a problem.

Even if you don’t mean it this way, it can sound like you’re doing the customer a favor by doing your job. The message is subtle, but it’s there.

Now consider the difference if you say, “I’d be delighted to do that for you!” Now you haven’t just avoided a problem—you’ve leapt at the chance to make sure they are happy. That’s a message worth sending.

Tape a small piece of paper to the desk by your phone or at the edge of your computer monitor—wherever your eyes are likely to fall on it naturally during a call—with the words “I’d be happy to!” or “I’d be delighted!” It takes a little effort to drop a habit, but once you do, the new habit will become just as automatic as the old one.

Strengthen Your Job Security?

Sunday, February 26th, 2012

GIVE YOURSELF A BREAK

YouTube Preview Image

How are you responding to these stressful times? Feeling frazzled? Going to bed a little later and getting up a little earlier? Eating lunch at your desk?

If your intention is to strengthen your job security as layoffs happen all around you, you just might want to reconsider that six-cylinder, 24/7 strategy. It’s counterproductive. (more…)

Under-Promise and Over-Deliver

Monday, August 8th, 2011

* Transcription

Thank God it’s Monday!™ Have you ever ordered a pizza, the guy on the phone said it would be an hour, and it shows up in 30 minutes? You’re pumped!

Or how about the last time you ordered a book off of Amazon? They said it would take 7 to 10 business days. When it arrives on day 2, you are one happy customer.

Coincidence? Not a chance. You’re just lucky? I don’t think so. This is pure marketing. It’s called
under-promise and over-deliver. And that way, when someone receives your ‘over’ delivery, they are more enthused and love you even more.

Have a great Monday!

Roxanne

Roxanne Emmerich’s Thank God It’s Monday! How to Create a Workplace You and Your Customers Love climbed to #1 on Amazon’s bestseller list and made the New York Times and Wall Street Journal bestseller lists—all in the first week of its release. Roxanne is renowned for her ability to transform “ho-hum” workplaces into dynamic, results-oriented, “bring-it-on” cultures. If you are not currently receiving the Thank God It’s Monday e-zine and weekly audios, subscribe today at www.ThankGoditsMonday.com.

Love this audio message? You may also download the MP3 version and PDF transcript below:



Download Instructions: Right-click the download button(s) and
choose ‘save link as…’ to save the file to your computer.

The Little Things

Monday, March 14th, 2011

* Transcription

Thank God it’s Monday!™ Consider the services offered by a lawyer or a doctor. With a doctor for instance, the patient is unaware of what makes a phenomenal diagnosis. It’s unlikely that a lawyer’s client will look at the attorney’s plan for the case and point out flaws. The client simply is not an expert in these fields.

So, they make a judgment off the one thing they can gauge—the relationship. Do they feel valued? Do they feel cared for? Do they feel important?

No matter what your profession, spend time on the little things. In the long run, it’s the little things that give comfort, establish the relationship, and make the difference.

Have a great Monday!

Roxanne

Roxanne Emmerich’s Thank God It’s Monday! How to Create a Workplace You and Your Customers Love climbed to #1 on Amazon’s bestseller list and made the New York Times and Wall Street Journal bestseller lists—all in the first week of its release. Roxanne is renowned for her ability to transform “ho-hum” workplaces into dynamic, results-oriented, “bring-it-on” cultures. If you are not currently receiving the Thank God It’s Monday e-zine and weekly audios, subscribe today at www.ThankGoditsMonday.com.

Love this audio message? You may also download the MP3 version and PDF transcript below:



Download Instructions: Right-click the download button(s) and
choose ‘save link as…’ to save the file to your computer.

Focus on Top Customers

Saturday, January 29th, 2011

* Transcription

Thank God it’s Monday!™ Statistics indicate that 20 percent of your clients contribute to at least 80 percent of your income!

So what does this mean? Focus on those top clients! Learn their needs, and satisfy those needs. And treat those customers with extra care and love. Make them feel special.

Ask your team members to know who all those top customers are. As soon as these customers walk in, you can greet them by name. Blow these irreplaceable customers right out of the water. Successful organizations learn to not only focus on bringing in customers, but to deepen the relationships they have with current customers. What can you do today to show your top customers that you care?

Have a great Monday!

Roxanne

Roxanne Emmerich’s Thank God It’s Monday! How to Create a Workplace You and Your Customers Love climbed to #1 on Amazon’s bestseller list and made the New York Times and Wall Street Journal bestseller lists—all in the first week of its release. Roxanne is renowned for her ability to transform “ho-hum” workplaces into dynamic, results-oriented, “bring-it-on” cultures. If you are not currently receiving the Thank God It’s Monday e-zine and weekly audios, subscribe today at www.ThankGoditsMonday.com.

Love this audio message? You may also download the MP3 version and PDF transcript below:



Download Instructions: Right-click the download button(s) and
choose ‘save link as…’ to save the file to your computer.