Notes

Improve Customer Experience With the Words You decide to Use
I choose words each day. When speaking, writing, requesting and deciding, I use some words and not others. You do, too.

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

Listen to the difference in these few words:

"What would you like?" or "How can 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 personally."

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

What a difference several words can make! That is especially so when you need to improve customer experience. In the bathroom of Le Meridien Cyberport Hotel in Hong Kong, I found a little note with a stern message. In bold letters it said:

I FORGOT: Should you need other amenities, please 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.

Seven days 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: In the event that you require any essential toiletries, please contact reception. We are pleased to deliver for you with this compliments: shaving cream, razor, comb, toothbrush and toothpaste, cotton wool or female sanitary products. Welcome more info .

As I browse the note, I felt comfortable, looked after and at ease.

What a difference a few words can make to boost 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 have been 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 tip box was empty.

On Starbucks counters worldwide, small boxes are full of coins and notes - strategies 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 there is a sign: "During your stay we'd 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 words 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 can now walk confidently into Starbucks and have for "a tall, low-fat, double-shot mocha with an individual pump and extra whip, not too hot."(Which means a medium-sized drink having an extra shot of espresso, one third the usual amount of chocolate syrup, low-fat milk steamed to a slightly lower temperature than usual, plenty of whipped cream at the top.)

Choose special words and phrases to communicate with colleagues and not offend your clients.

At Disney stores worldwide, good buyers are called "Guests" and potential trouble makers or shoplifters are called "Customers." It is rather helpful when staff have to point out someone to the store manager or security guard. They simply say out loud, "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 a database function, while "Find" is what people 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 following a training session.
The evaluation form I take advantage of features just three questions, each focusing on the value, benefit and application of the brand new learning:

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

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

If your participants do have praise, suggestions or complaints concerning the training or the speaker/trainer, they will utilize 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 come 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 BOOST Customer Experience

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

Now review the language of your company communications to improve customer experience. Read everything aloud. Listen to the words as they are spoken. Do you hear what customers love to hear, or can you hear internal conversations, industry standards and company jargon? Listen carefully to your language and make changes to improve customer experience.

Ron Kaufman is the world's leading educator and motivator for upgrading customer service and uplifting service culture. He could be author of the bestselling UP Your Service! books and founder of UP Your Service! College. To browse more articles and advice on CUSTOMER SUPPORT Excellence -
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