The Customer Experience is all about emotion. Whether you work for a professional service firm (PSF), consultancy, or medical customer service what you say matters. Every word combination or phrase either gives to or takes energy from the person to whom you are speaking. Think of it this way. Every Customer Service phrase is either a deposit or withdrawal of your emotional "bank account". Clearly, the objective is to create positive emotions that create the positive emotional branding association you desire.
Yet there are word combinations that are used with little thought as to what they may be really communicating. For example... Consider the two-word customer service phrase that is often heard in response to an expression of appreciation or request. That word combination is "No problem."
These two words should be banned from Customer Service language everywhere. I cannot think of a single situation that the word combination "No problem" is an appropriate response.
Does it mean that sometimes it is a problem to serve the Customer? Is it possible the Customer may say to themselves, "So you are saying that doing your job of taking care of my needs, your Customer, may be a problem at times?"
What could be said instead of "No problem"? You might try "Glad to be of service" or "Happy to help". The world-class Customer Service-oriented hotelier, Ritz-Carlton, trains their team members to say, "My pleasure" instead of "No problem."
Which word combination works for you? "No problem" or "My pleasure"? Which gives you more of what you seek? How do you feel as a result of hearing someone say "No problem"?
Now go Maximize Possibility!
Other blog posts you may be interested in:
- What we can all Learn About Customer Service From Ozzy Osbourne
- Does Your Organization Have Personal Accountability and the QBQ!
- Consistency is Key to Creating an Exceptional Customer Experience
- Creating a Powerful Customer Experience by Exceeding Expectations
Chris Young helps organizations Maximize Possibility through talent management, cultural transformation, and strategic intervention. Bring Chris in today!
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