Tips of the Month >

Talking Yourself into Trouble

"You have to…"

"My department doesn't deal with that…"

"It's against our policy…"

If you or your team use these phrases when talking to customers/clients, you could be asking for trouble

Research has shown that people on the receiving end of comments like these feel as if they are being treated like children, potentially causing a negative emotional response

A small difference can make a big difference in customer relationships

Customer perceptions on the usage of your words can either mean that you establish and maintain customer loyalty, or build up barriers before you even start

People listen and respond to requests far better than instructions - perhaps try:

"If you would…"

"You may want to…"

"Would you mind…"

A first impression takes only a few moments to make, but it can last a lifetime…