Wednesday, April 13, 2005

Service Success TIP #3

It's not what you say, it's how you say it. You can criticize,make suggestions, make a point or simply disagree with someone without making the other person feel inadequate or unvalidated by using a pleasant tone of voice and positive wording. If you're dealing with a difficult customer who insists that you do something you are not capable of doing, instead of becoming impatient and being rude, you could say something along the line of: " I understand how you feel. I would like to help you, maybe we could try this instead." People express more with tone of voice and facial expressions than they realize. Many times words aren't necessary. So think before you speak, and remember to smile.



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