Some words and phrases are likely to spark negative reactions in customers — “our policy is,” “that’s not my job,” “calm down,” etc. — while others ensure a smooth, positive, and productive interaction.
In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, the editors share six things that customers love to hear. Number four on the list is “Thank You.”
Those two little words, make customers feel valued. Each “thank you” has special meaning. After taking an order, a phrase of appreciation shows that you value the customer’s business. After resolving a problem, expressing appreciation shows that you value the customer’s patience and understanding. After listening to a customer’s complaint, expressing appreciation shows that you value the customer’s time and input.
What’s interesting about the phrase “thank you” and other courtesies like “please” and “you’re welcome” is that customers may not notice when you use them, but they are sure to notice when you don’t.
Practical tips like this appear regularly in Customer Communicator newsletter.