1 Positive language
Positive language is the art of using words and phrases to create a positive image in the customer's mind-with an emphasis on what can be done, not on what cannot. Using positive language shows a willingness to serve and a commitment to building customer loyalty. It's especially important to use positive language when saying no or delivering bad news to a customer.
Following are two examples of a customer service provider conveying the same message with and without positive language.
Example1
Without positive language: "You have to take the system offline before I can make the repair."
With positive language: "In order to make the repair, I need to temporarily take the system offline. This prevents permanent loss of stored data."
Example2
Without positive language: "I can't get you that product until April; it's backordered."
With positive language: "That product will be available in April. I can place the order for you now and make sure the product is sent to you as soon as it reaches our warehouse."
#2 Listening
Customers need to feel that they've been heard and understood, and that doesn't happen without good listening on the part of the customer service representative. I'm not sure I've ever consulted in a customer service environment in which I didn't recognize poor listening as a strong contributing factor to poor performance (and by extension, poor service).
Following are three keys to good listening in any customer service situation.
Focus. (This is the hardest part!)
Listen for key facts and key feelings.
Take notes. (Nobody has as good a memory as he or she wants to believe.)
#3 Confirming satisfaction
Another key skill in customer satisfaction is confirming satisfaction before ending the transaction. This skill demonstrates to the customer three important things:
That you care about getting it right
That you're willing to keep going until you get it right
That the customer is the one who determines what "right" is.
