Perfect Phrases

For

Customer Service

Be thankful

for customers who

complain.

You still have

the opportunity

to make them happy.

Mints on the pillow

don’t mean a lot

if the bed is not

made.

Focus on the basics first.

If I go to a restaurant

and the food is okay,

but the service is great,

then I’ll go back.

If the food is great but the people

aren’t,

I won’t go back –

and I’m in the cooking profession.

Wolfgang Puck, Chef

Agenda

• Get in the right state of mind.

• Dealing with Angry Customers.

• Customer Service to LAST

• Resources

Why Learn Good Customer Service?• Manage your Expectations – And

Theirs.

• Improve your Work Life, and the

Lives of your Customers.Respect

Solve

Listen

Thank

Assure

Sympathize

Perspective

Apologize

Rule #1

Treat every customer

as though they were your

favorite celebrity, hero,

friend, neighbor

or your

grandma.

Imagine that each

customer

is wearing a sign that says

“Make me

feel important.”

Perspective

If you break your

neck, if you have

nothing to eat, if

your house is on

fire, then you got a

problem. 

Everything else is

inconvenience. 

Pretend your next

customer

is a mystery shopper

ready

to reward you with

$1000

for providing superior

service.

Angry Customers

Four Magic Phrases

That’s Interesting…

That’s Interesting…

#1Tell Me More

That’s Interesting…

#2Why would you Do That?

That’s Interesting…

#3Why would you Say That?

That’s Interesting…

#4Why would you Ask Me

That?

Go into Computer Mode.

• Go into computer mode.

−Don’t take the Bait

• Go into computer mode.

−Don’t take the Bait−Speak generally, without Emotion

• Go into computer mode.

−Don’t take the Bait−Speak generally, without Emotion−Be an Automated Response System

• Go into computer mode.

−“People get irritated when they don’t immediately get the help they need.”

• Go into computer mode.

−“People get irritated when they don’t immediately get the help they need.”

−“It’s very annoying to experience a delay in service response.”

• Go into computer mode.

−“People get irritated when they don’t immediately get the help they need.”

−“It’s very annoying to experience a delay in service response.”

−“Nothing is more distressing than feeling like you’re being passed around when all you want is help.”

• Go into computer mode.

−“Have I don’t something to personally upset you?”

−"There is no need to yell or be loud to get my attention; I promise to give you that.“

−"I really want to help you, but your foul language is getting in the way."

Focus on Feelings First

• Focus on Feelings First−“Clearly, we’ve upset you, and I want

you to know that getting to the bottom of this is just as important to me as it is to you.”

• Focus on Feelings First−“Clearly, we’ve upset you, and I want

you to know that getting to the bottom of this is just as important to me as it is to you.”

−“I didn’t mean to get you upset; I’m sure we can resolve this.”

• Focus on Feelings First−“Clearly, we’ve upset you, and I want

you to know that getting to the bottom of this is just as important to me as it is to you.”

−“I didn’t mean to get you upset; I’m sure we can resolve this.”

−“Sorry, I didn’t mean to upset you. Here’s what I meant.”

• Focus on Feelings First−“Clearly, we’ve upset you, and I want

you to know that getting to the bottom of this is just as important to me as it is to you.”

−“I didn’t mean to get you upset; I’m sure we can resolve this.”

−“Sorry, I didn’t mean to upset you. Here’s what I meant.”

−Why don’t you relax a little, and we’ll figure this out.

Get Some Space

• Get Some Space

−“Why don’t you come in my office where it’s quiet and I can focus on what you’re saying.”

• Get Some Space

−“Why don’t you come in my office where it’s quiet and I can focus on what you’re saying.”

−“Let’s step over here where it’s quieter and I can hear you better.”

• Get Some Space

−“Why don’t you come in my office where it’s quiet and I can focus on what you’re saying.”

−“Let’s step over here where it’s quieter and I can hear you better.”

−“Why don’t we step outside so you can have some privacy?”

Calm them down.

• Calm customers in the first line

without using Leading Language.

• Calm customers in the first line

without using Leading Language.

Leading: “I’m sorry you had to go through this; that would have really upset me, too.”

• Calm customers in the first line

without using Leading Language.

Leading: “I’m sorry you had to go through this; that would have really upset me, too.”

Sympathetic: “I’m sorry you had to go through this; I’m sure it wasn’t pleasant.”

• Calm customers in the first line

without using Leading Language.

Leading: “Thank you for letting me know about this terrible experience.”

• Calm customers in the first line

without using Leading Language.

Leading: “Thank you for letting me know about this terrible experience.”

Sympathetic: “That must have been very frustrating for you.”

Thank them.

• Thank them for their input.- “Thank you for letting me know about

this situation.”

• Thank them for their input.- “Thank you for letting me know about

this situation.”- “I appreciate your telling me your

concerns.”

• Thank them for their input.- “Thank you for letting me know about

this situation.”- “I appreciate your telling me your

concerns.”- “We appreciate customers telling us

when things aren’t right.”

• Thank them for their input.- “Thank you for letting me know about

this situation.”- “I appreciate your telling me your

concerns.”- “We appreciate customers telling us

when things aren’t right.”- “Thank you for giving me the chance to

help you address this matter.”

• Thank them for their input.

- "I am very sorry you feel that way. I

hope you will give us another opportunity

to serve you again in the future."

Assure them you can help.

Assure customers you can help.- “I am sure we can resolve this situation

immediately.”

Assure customers you can help.- “I am sure we can resolve this situation

immediately.”- “I appreciate the opportunity to clarify

any misunderstandings.”

Assure customers you can help.- “I am sure we can resolve this situation

immediately.”- “I appreciate the opportunity to clarify

any misunderstandings.”- “I’m sure I can explain what happened

and find a good solution.”

Assure customers you can help.- “I am sure we can resolve this situation

immediately.”- “I appreciate the opportunity to clarify

any misunderstandings.”- “I’m sure I can explain what happened

and find a good solution.”- “I need to hear your point of view and

then talk to accounting department about why it happened.”

- "I have full authority to resolve your concerns. Please give me the opportunity to fix this situation.”

Get to the root of the problem.

Get to the root of the problem.- “Start from the beginning and tell me

what happened.”

Get to the root of the problem.- “Start from the beginning and tell me

what happened.”- “When exactly did this happen?”

Get to the root of the problem.- “Start from the beginning and tell me

what happened.”- “When exactly did this happen?”- “Can I see the notice? The specific

wording will help me understand the situation.”

Get to the root of the problem.- “Start from the beginning and tell me

what happened.”- “When exactly did this happen?”- “Can I see the notice? The specific

wording will help me understand the situation.”

- “What did you say afterward?”

Get to the root of the problem.- “Start from the beginning and tell me

what happened.”- “When exactly did this happen?”- “Can I see the notice? The specific

wording will help me understand the situation.”

- “What did you say afterward?”- “Do you have any papers or e-mails that

record this information?”

Sympathize.

Sympathize.But don’t blame your

company or anyone in it.

Sympathize.- “I know that must have been difficult

for you.”

Sympathize.- “I know that must have been difficult

for you.”- “The situation must have seemed

perplexing.”

Sympathize.- “I know that must have been difficult

for you.”- “The situation must have seemed

perplexing.”- “Yes, there are a lot of words in the

Bylaws.”

Sympathize.- “I know that must have been difficult

for you.”- “The situation must have seemed

perplexing.”- “Yes, there are a lot of words in the

Bylaws.”- “Websites can be difficult to navigate.”

Sympathize.- “I know that must have been difficult

for you.”- “The situation must have seemed

perplexing.”- “Yes, there are a lot of words in the

Bylaws.”- “Websites can be difficult to navigate.”- “I can see how you were confused.”

Sympathize.- “I know that must have been difficult

for you.”- “The situation must have seemed

perplexing.”- “Yes, there are a lot of words in the

Bylaws.”- “Websites can be difficult to navigate.”- “I can see how you were confused.”- “The industry language can be

confusing.”

Sympathize.- “I realize the wait you encountered was

an inconvenience.”

Sympathize.- “I realize the wait you encountered was

an inconvenience.”- “It must have been very frustrating for

you to wait all day for the technician, and for that I am sorry.”

Don’t throw your co-workers under the Bus.

Don’t throw your coworkers under the bus.

Leading: “Which part of the bill did they get wrong?”

Don’t throw your coworkers under the bus.

Leading: “Which part of the bill did they get wrong?”

Neutral: “Which part of the bill concerns you?”

Don’t throw your coworkers under the bus.

Leading: “Which part of the bill did they get wrong?”

Neutral: “Which part of the bill concerns you?”

Leading: “How did he insult you?”

Don’t throw your coworkers under the bus.

Leading: “Which part of the bill did they get wrong?”

Neutral: “Which part of the bill concerns you?”

Leading: “How did he insult you?”Neutral: “What did he say to you?”

Then Don’t Waste a Breath.

Don’t waste a Breath.

- “I can explain that to you.”

Don’t waste a Breath.

- “I can explain that to you.”

- “I believe I can help.”

Don’t waste a Breath.

- “I can explain that to you.”

- “I believe I can help.”

- “Let’s walk through the Rules &

Regulations together.”

Don’t waste a Breath.

- “I can explain that to you.”

- “I believe I can help.”

- “Let’s walk through the Rules &

Regulations together.”

- “Why don’t you ask me questions,

and I’ll help you understand.”

Be There to Help.

Be there to Help.

- “The employee’s manager will talk

to him and ensure this situation

doesn’t recur.”

Be there to Help.

- “The employee’s manager will talk

to him and ensure this situation

doesn’t recur.”

- “We’ll make a note on your record

and ensure that this doesn’t happen

again.”

Be there to Help.

- “The employee’s manager will talk

to him and ensure this situation

doesn’t recur.”

- “We’ll make a note on your record

and ensure that this doesn’t happen

again.”

- “Our truck will be at your home first

thing in the morning.”

Offer Solutions.

Offer Solutions.

When you can’t repair the

problem as soon as your

customers want, play up the

positive side of what you’re

doing.

End on a Happy Note.

End on a happy note.

- “Thanks again for letting me resolve

this issue.”

End on a happy note.

- “Thanks again for letting me resolve

this issue.”

- “I apologize again, and thanks for

being so considerate.”

Dear Customer:

Thank you for notifying us of your complaint. We strive to

provide you with the best possible service, and when you feel

that it fails to meet your expectations, it’s important for us to

know.

We’re sorry that you received service that prompted you to

contact us with a complaint, and we regret any inconvenience or

frustration that your experience has caused you. To ensure that

our staff conducts itself in a manner that reflects the high regard

that we have for our customers, we’ve notified the proper

department of your complaint.

Your patronage is important to us, and we hope that you’ll

continue to give us opportunities to serve you.

Thank you again for bringing these matters to our attention.

Sincerely,

Service Recovery to LAST

Service Recovery to LAST

•Listen

Service Recovery to LAST

•Listen

•Apologize

Service Recovery to LAST

•Listen

•Apologize

•Solve

Service Recovery to LAST

•Listen

•Apologize

•Solve

•Thank

Listen- “I know you’re upset; I’m here to help

you.”

Listen- “I know you’re upset; I’m here to help

you.”

-“I understand what you mean.”

Listen- “I know you’re upset; I’m here to help

you.”

-“I understand what you mean.”

-“I see what you’re saying.”

Listen- “I know you’re upset; I’m here to help

you.”

-“I understand what you mean.”

-“I see what you’re saying.”

-“That’s an interesting point.”

ListenPhrases to Avoid

ListenPhrases to Avoid

- “I don’t want to argue with you.”

ListenPhrases to Avoid

- “I don’t want to argue with you.”

- “Let’s discuss this peacefully.”

ListenPhrases to Avoid

- “I don’t want to argue with you.”

- “Let’s discuss this peacefully.”

- “I’m sure we can come to an

agreement quickly if…”

Apologize

Apologize- “I’m sorry you felt you were not treated

courteously.”

Apologize- “I’m sorry you felt you were not treated

courteously.”

- “Your satisfaction is very important to me; please

give me the chance to correct this situation to

your satisfaction.”

Apologize- “I’m sorry you felt you were not treated

courteously.”

- “Your satisfaction is very important to me; please

give me the chance to correct this situation to

your satisfaction.”

- “I am very sorry we disappointed you . What can I

do to regain your trust in SMG?”

Apologize- “I’m sorry you felt you were not treated

courteously.”

- “Your satisfaction is very important to me; please

give me the chance to correct this situation to

your satisfaction.”

- “I am very sorry we disappointed you . What can I

do to regain your trust in SMG?”

- “I’m sorry you were not satisfied with our

service.”

Apologize- “I’m sorry you felt you were not treated

courteously.”

- “Your satisfaction is very important to me; please

give me the chance to correct this situation to

your satisfaction.”

- “I am very sorry we disappointed you . What can I

do to regain your trust in SMG?”

- “I’m sorry you were not satisfied with our

service.”

- “Please accept my apology for the time

involved.”

ApologizeBe careful not to over-

apologize. You risk making

the situation worse than it

is, alienating customers

even more

and possibly setting yourself

up for a lawsuit.

Solve

Solve- “I agree with many of your points. Let’s

discuss ways we can address them.”

Solve- “I agree with many of your points. Let’s

discuss ways we can address them.”

- “You’re right in saying…What do you think

we should do?”

Solve- “I agree with many of your points. Let’s

discuss ways we can address them.”

- “You’re right in saying…What do you think

we should do?”

- “Much of what you’re saying has validity;

so let’s clarify some of the points.”

Solve- “I think you’re right about some of those

points. Let me update you about what

we’re doing.”

Solve- “I think you’re right about some of those

points. Let me update you about what

we’re doing.”

- “Actually, I’m meeting with the Board on

Friday to discuss this issue.”

Solve- “I think you’re right about some of those

points. Let me update you about what

we’re doing.”

- “Actually, I’m meeting with the Board on

Friday to discuss this issue.”

- “Let’s look at your concerns and see how

we can address them.”

SolveShow why the problem occurred,

whether ornot the complaint was valid.

SolveShow why the problem occurred,

whether ornot the complaint was valid.

- “You have the same name as one of our other

customers, and our system confused the two.”

SolveShow why the problem occurred,

whether ornot the complaint was valid.

- “You have the same name as one of our other

customers, and our system confused the two.”

- “We never received your address change form, and

your coupons/notice went to the wrong address.”

SolveShow why the problem occurred,

whether ornot the complaint was valid.

- “You have the same name as one of our other

customers, and our system confused the two.”

- “We never received your address change form, and

your coupons/notice went to the wrong address.”

- “This never happened before so we couldn’t

anticipate it.”

Discuss Objective Evidence

- “According to your Bylaws, you can

only...”

Solve

Discuss Objective Evidence

- “According to your Bylaws, you can

only...”

- “The Rules & Regulations require that we

take those steps to avoid....”

Solve

Discuss Objective Evidence

- “According to your Bylaws, you can

only...”

- “The Rules & Regulations require that we

take those steps to avoid....”

- “Our customers indicated that they would

prefer if we…”

Solve

Discuss Objective Evidence

- “According to your Bylaws, you can

only...”

- “The Rules & Regulations require that we

take those steps to avoid....”

- “Our customers indicated that they would

prefer if we…”

- “I understand your point; however, the

Bylaws require that I…”

Solve

Forward-Looking Phrases

- “Every situation has downsides, I agree.

Now tell me what you think we can do

about them.”

Solve

Forward-Looking Phrases

- “Every situation has downsides, I agree.

Now tell me what you think we can do

about them.”

- “We’ll address each of those issues when

they come up.”

Solve

Forward-Looking Phrases

- “Every situation has downsides, I agree.

Now tell me what you think we can do

about them.”

- “We’ll address each of those issues when

they come up.”

- “We’ve addressed each of those

drawbacks in previous projects, so we

have plenty of solutions we can apply.”

Solve

Thank

Thank- “Thanks again for letting me resolve

this issue.”

Thank- “Thanks again for letting me resolve

this issue.”

- “I apologize again – and thanks for

being so considerate.”

Thank- “Thanks again for letting me resolve

this issue.”

- “I apologize again – and thanks for

being so considerate.”

- “I appreciate your patience, and can

assure you the situation is

completely corrected.”

More Information