It’s common for customers to bristle when they are told to do something. It can sound like a command, and it can feel like criticism.
In the February issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Dru Scott recommends an alternative approach which he calls the “Will you…” technique.
Instead of saying, “You have to, You should have, Why didn’t you, I need you to,” etc., simply substitute the words, “Will you please…” This turns a command into a request and has the added benefit of getting the customer’s explicit agreement.
Practical tips like this appear regularly in Customer Communicator newsletter.