| Copyright © 2009 | | | | mean. Could you be more specific?”, or |
| Did you know that there are "trigger" words and | | | | “I’m sorry, I’m not sure I heard you |
| phrases that can cause you to lose your | | | | correctly. Can you please repeat that?”. |
| customers for good—just within the first 5 | | | | “You’ll have to...” or “You should |
| seconds of conversation? | | | | have…”: Whoa! These phrases are over the |
| As you know, the wrong tone of voice and | | | | line, and should never be so much as uttered in a |
| negative body language can ruffle your | | | | customer’s general direction! These phrases |
| customers’ feathers. So why would certain | | | | imply that your customer is supposed to take |
| words and phrases be more likely to repel them | | | | orders from you, or that they’re |
| permanently? | | | | incompetent. |
| Well, trigger phrases and words can be particularly | | | | When you feel the need to use these phrases, |
| harmful to your business because they convey | | | | why not try these instead: “You’ll need |
| offensive messages to the customer. Not just | | | | to...” or “I can help you to…”. |
| obvious trigger words like “stupid” or | | | | “I don’t know.” or “We can’t |
| phrases like “you’re doing it wrong”, | | | | do that.”: Yes, there will be times when you |
| but rather everyday words and phrases that you | | | | truly do not know something, however you |
| could be using in everyday interaction! | | | | should then transfer them to someone who is |
| Phrases and Words to Avoid…and Their Positive | | | | most able to assist the customer in this situation. |
| Alternatives | | | | Or simply this: If you don’t know, find out. |
| “No” and “Can’t”: When you | | | | Tell the customer: “That’s a good |
| say the word “no” to a customer, it’s | | | | question. Let me check and find out.” Then |
| like you’re sending them somewhere else. | | | | either transfer them to someone, or find the |
| And if “no” is bad, “can’t” is | | | | answer for them! |
| worse-- it implies that you could do something, | | | | If you absolutely cannot do something, never tell |
| but you won’t. Instead, use the word | | | | the customer that. Instead say: “Let me |
| “unable”. | | | | check to see what we can do about that.” |
| Bad sentence: “No, I’m sorry. We | | | | Proceed to find another solution, or refer them to |
| can’t do that.” | | | | a company who can do what you cannot. |
| Better sentence: “I apologize, I am unable to | | | | Get Rid of Trigger Words and Increase Your |
| do this for you. What I can do is…” | | | | Customer Retention! |
| “Why?” and “What?”: The word | | | | By using the suggested phrases above, you can |
| “why”, when used in a question, may | | | | keep your customers from getting annoyed, and |
| insult the customer by insisting that their reason | | | | ensure that they will continue to do business with |
| behind an action is invalid. The same rule applies to | | | | you. Think about it, would you rather do business |
| the word “what”, even if you just | | | | with a company who constantly told you |
| didn’t hear them correctly. | | | | “no”, or one who can provide you with |
| Replace these words with phrases like “I | | | | alternatives that are just as effective? |
| apologize, I don’t quite understand what you | | | | |