Subject: Four `must use' phrases for better customer service
- “I'll take care of that for you!”
Wherever a problem first lands is the only place to solve it. These words assure customers that employees are empowered to make problems disappear.
- “I'll take full responsibility”
When was the last time you heard these words? Nothing creates loyalty faster than people taking responsibility, admitting mistakes and creating solutions.
- “We want your business!”
Remember the story about the librarian who said it would be easy to keep the library in order - if only people didn't keep checking out books? Too many businesses convey the impression that customers are an inconvenience.
- “Consider it done!”
These magic words create more sales than all the training and marketing programs in the world. Assure customers they're in good hands, then, follow through. They'll never consider going anywhere else.
Excerpted from The New Magnet Marketing, John R. Graham, Chandler House, 335 Chandler St., Worcester, MA 01602
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