Words can be powerful, and choosing the right words can make all the difference. Let's be honest. We all get frustrated at one point or another, but being able to control that frustration is a key skill in keeping good customer relations. In a recent article, "Choosing the Right Words" which appeared in the May Issue of Rental Management Magazine, official magazine of The American Rental Association, the author, Barry Himmel, explains how your tone and choice of words is extremely important in regards to customer interaction, so be sure to choose your words wisely. In the article, Mr. Himmel provides a list of alternatives to phrases that alienate customers. For example, instead of "I can't help you", replace it with "Here is what I can do for you." Read the entire article here.
One of our clients has a sign in their Customer Service Department. It says: "Please put brain in gear before engaging mouth." Great advice!
Use Contact Management Software In Your Daily Operations
Improving your business relationships involves more than just the words you say. It's also important to make your customer feel important and valued. One of the most important ways that you can do this is to remember and reference prior conversations.