Comments on: Yes, The Words We Say Do Affect Customers

By: Customer Apologies and Forgiveness « Customers Rock!

Customer Apologies and Forgiveness « Customers Rock! — Wed, 07 Feb 2007 00:07:55 +0000

[...] by Becky Carroll on February 6th, 2007 As I mentioned in one of my recent posts, the words we use with customers do make a difference. This is never truer than when an [...]

By: Becky Carroll

Becky Carroll — Wed, 31 Jan 2007 21:45:55 +0000

Thanks, Doug! Nice PDF included with not only what not to say, but suggestions for how to say it better.

By: Douglas

Douglas — Wed, 31 Jan 2007 21:41:58 +0000

Becky,

You should check out this post – it was written with a lot of help:
http://www.serviceuntitled.com/list-not-to-say/2006/12/15/

By: Becky Carroll

Becky Carroll — Sat, 20 Jan 2007 01:51:13 +0000

Thank you, Glenn! Glad to have you here.

By: Glenn (Customer Service Experience) Ross

Glenn (Customer Service Experience) Ross — Fri, 19 Jan 2007 22:17:33 +0000

Thanks for the link, Becky. Your 3 tips are right on target.

I’ll be reading…

Regards,

Glenn

By: Becky Carroll

Becky Carroll — Fri, 19 Jan 2007 17:35:34 +0000

Thanks for the kind words, gentlemen.

Bob, I agree that those automated messages are some of the worst offenders. As far as guidelines, if they are indeed only guidelines the rep should be able to escalate the request!

Unfortunately, we are stuck with some of the poor customer service organizations when they are the only choice out there (ie. utilities).

Tom, great to see you weighing in. Choosing words carefully can indeed mean the difference between a business-as-usual customer experience versus one that may turn the customer away forever if they are offended, especially words that may have religious connotations. Good for the Call Center coach for asking about it!

By: Tom Vander Well

Tom Vander Well — Fri, 19 Jan 2007 17:26:47 +0000

You’re welcome! Thanks to you for continuing the conversation. I just received an e-mail this morning from a Call Center QA coach who was asking about the appropriateness of the word “kosher”. Our word choices are a very relevant issue, and worth consideration.

By: Bob G

Bob G — Fri, 19 Jan 2007 17:13:49 +0000

Nice post Becky – how about “Our guidelines do not allow that request”? and tagging on to “due to a large call volume…your call will be answered by the next available agent” and when it tells me ” do not hang up to assure your call will be answered in the correct order” I want to SLAM the phone

There are too many good organizations that exemplify customer service. Why waste time with the others?