Notes

Improve Customer Experience With the Words You decide to Use
I choose words each day. When speaking, writing, requesting and deciding, I take advantage of some words rather than others. You do, too.

The words we choose create meaning and mission in our lives. This became clear whenever a close friend said he was "still looking for a wife." I know this guy. He will only get married when he decides to stop looking - and start finding.

Pay attention to the difference in these few words:

"What would you like?" or "How may I help you?"

"I didn't mean it." or "Please accept my apology."

"It's in the instructions." or "Let me answer that for you."

"We don't have any more." or "I could order that for you now."

What a difference several words can make! This is especially so when you want to improve customer experience. In the toilet of Le Meridien Cyberport Hotel in Hong Kong, I came across a small note with a stern message. In bold letters it said:

I FORGOT: In the event you need other amenities, please usually do not hesitate to call our Solutions Center. Press "0."

- Sewing Kit - Nail Kit - Razor Kit
- Dental Kit - Shoe Mitt - Mouth Wash
- Hair Kit - Others

I checked my toiletries and was relieved that I did so not forget. It doesn't sound very inviting to call a "Solutions Center" and request a "dental kit." The note did nothing to boost customer experience in my own case.

One week later in the toilet of the Crowne Plaza Hotel in Dubai, I found a little note with a gentle message that did improve customer experience:

WITH OUR COMPLIMENTS: If you require any essential toiletries, please contact reception. We are pleased to deliver for you with our compliments: shaving cream, razor, comb, toothbrush and toothpaste, cotton wool or female sanitary products. Welcome home.

As I browse the note, I felt comfortable, cared for and at ease.

What a difference a few words can make to improve customer experience! On a boat in Hawaii, the crew was unfriendly and rude. A big sign read: "Wind and waves can tip the boat, but only it is possible to tip the crew." There were sixteen tourists up to speed. Not one left a tip.

At a coffee bar in Malaysia, I saw a box with an indicator reading "Tips are encouraged," but I saw no smiles from the staff. The end box was empty.

On Starbucks counters worldwide, small boxes are filled with coins and notes - tips for the enthusiastic team. No sign is necessary: Genuine smiles and friendly service send the appropriate message to boost customer experience.

In the rooms at the Sofitel in Hanoi you will find a sign: "Throughout your stay we would be grateful in the event that you respect our 'no tipping' policy. Your satisfaction is our best reward."

What a difference a smile could make to improve customer experience.

You can also teach key phrases and special phrases to your visitors. This will increase their sense of belonging, loyalty and connection. It can also improve customer experience.

It took months of practice, but I could now walk confidently into Starbucks and have for "a tall, low-fat, double-shot mocha with an individual pump and further whip, not too hot."(This means a medium-sized drink with an extra shot of espresso, one third the usual level of chocolate syrup, low-fat milk steamed to a slightly lower temperature than usual, a lot of whipped cream at the top.)

Choose special words and phrases to communicate with colleagues rather than offend your clients.

At Disney stores worldwide, good buyers are called "Guests" and potential trouble makers or shoplifters are called "Customers." It's very helpful when staff need to point out you to definitely the store manager or security guard. They simply say aloud, "A customer here needs help!" raising their first finger upwards making use of their thumb pointing in direction of the potentially problematic "customer."

When will software designers recognize that "Search" is really a database function, while "Find" is what folks want to accomplish?

Every word has mood and meaning. Every word counts. Every word matters to improve customer experience.

Choose your words carefully when asking staff for feedback after a training session.
The evaluation form I use features just three questions, each concentrating on the value, benefit and application of the new learning:

a. What did you learn today that you found most appropriate?
b. How do you want to apply what you have learned at work?
c. Any other comments are welcome.

I do not advocate any question that causes participants to judge the training (e.g., Not Satisfied, Somewhat Satisfied, Very Satisfied). This turns your students into critics at the last minute when they should be focusing most clearly on reviewing key points and planning their action steps.

If your participants do have praise, suggestions or complaints about the training or the speaker/trainer, they will use the "comments" section provided.

Key Learning Points To Improve Customer Experience

Every word and phrase you choose conveys mood, tone and meaning. Remember, customers and colleagues can be found in every possible stage of enthusiasm, anxiety, understanding and confusion. Focus on improve customer experience! While you are offering, asking, responding, explaining, invoicing, installing or advising, choose the words you use with care to boost customer experience.

Action Steps To Improve Customer Experience

From your customers' point of view, which content sound positive and helpful, appreciative and respectful, inviting and secure? Which words sound cold and confusing, overly technical or even condescending? Create a list to improve customer experience.

Now review the language of one's company communications to boost customer experience. Read everything aloud. Listen to the words because they are spoken. Can you hear what customers want to hear, or can you hear internal conversations, industry standards and company jargon? Listen carefully to your language and then make changes to boost customer experience.

website may be the world's leading educator and motivator for upgrading customer service and uplifting service culture. He is writer of the bestselling UP Your Service! books and founder of UP Your Service! College. To browse more articles and tips about CUSTOMER SUPPORT Excellence - visit http://www.UpYourService.com.
My Website: https://kirkendalleffect.com/