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Which of the following (words / phrase) is not positive as perceived by most customers?

1- Certainly

2- You’re welcome

3- I’ll do my best

4- What I can do is...

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Question ajoutée par Yosef Abdalsalam Mohammed , IT Manager , Al-Alamiya for Furniture
Date de publication: 2016/04/15
Ghada Eweda
par Ghada Eweda , Medical sales hospital representative , Pfizer pharmaceutical Plc.

"2- You’re welcome" phrase isn't positive and customers love to hear less.

Why You Shouldn't Say "You're Welcome"

Basically, the script is so deeply ingrained that you don’t even need to think about it. When you do a customer service, and client says “thank you,” the automatic response is “you’re welcome.” It’s a basic rule of politeness, and it signals that you accept the expression of gratitude or that you were happy to help. But according to one leading psychologist, this isn’t the best choice of words to deal with customers. After four decades of studying persuasion, Influence author Robert Cialdini has come to see “you’re welcome” as a missed opportunity. “There is a moment of power that we are all afforded as soon as someone has said ‘thank you,’”. To capitalize on this power, he recommends an unconventional reply: " I know you'd do the same for me."That doesn't relevant to customers service.

That view is opposite to what we do in our personal relations,where there are at least three potential advantages of this response. First, it conveys that we have the type of relationship where we can ask each other for favors and help each other without keeping score e.g. friends. Second, it communicates confidence that you’re the kind of person who’s willing to help others e.g. family. Third, it activates the norm of reciprocity, making sure that you feel obligated to pay the favor back in the future e.g. manager. Even So, Many customers service agents may wonder: How could I leave a “thank you” just hanging in the air without the proper acknowledgment?  That explanation fell apart, though, when I realized I could just combine politeness with  response: How can I help you? Wherein Customers appreciate the opportunity to explain exactly what they want and need from the service experience.

 

 

Abd alrahman Alnahri
par Abd alrahman Alnahri , Branch Manager , Nazih co.

Ithink answer no. 4 is not positive

Utilisateur supprimé
par Utilisateur supprimé

Thanks for your invitation.

 

I feel this is customer service self assessment question. Every answer have different rating, which help to judge our customer handling skill. 

 

For this single question, only negative answer is 'You're  Welcome".

Wasi Rahman Sheikh
par Wasi Rahman Sheikh , WAREHOUSE SUPERVISOR , AL MUTLAQ FURNITURE MFG

I’ll do my best==================Answer

I think the answer choose is 3- I’ll do my best

Nuridin Islam Diab
par Nuridin Islam Diab , Training Manager , Bbusinesss LLE

I go for option 3. "I'll do my best". Thanks. 

ACHMAD SURJANI
par ACHMAD SURJANI , General Manager Operations , Sinar Jaya Group Ltd

I think the correct answer is : 4. What I can do is .....

sameer abdul wahab alfaddagh
par sameer abdul wahab alfaddagh , عضو هيئة تدريس , جامعة دلمون

3- I’ll do my best

 

4- What I can do is...

ghazi Almahadeen
par ghazi Almahadeen , Project Facilitator , Jordan River Foundation

3- I’ll do my best..........................................

مها شرف
par مها شرف , معلمة لغة عربية , وزارة التربية السورية

I agree with experts answers, thanks for the invitation. 

Asad khan
par Asad khan , Product specialist , shaigan pharmaceutical

As for as my experience the customer really mind when u say what i can do this phrase has the feeling that u can do only a certain amount of things.

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