There are lots of words that customers never want to hear — from “There’s been a mix-up…,” to “I need to cancel…,” to “We will not be able to….”
In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, authors Val and Jeff Gee remind readers, that there are two words in particular that should be banished from every rep’s vocabulary. They are: “I’ll try.”
When you say “I’ll try,” the customer thinks, “Yes, but will you succeed?” To inspire confidence, change “I’ll try” to “I will.” And, of course, if you say you will do something for the customer, you must do it.
Advice and examples of how to successfully communicate with customers appears regularly in Customer Communicator newsletter.