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 and not others. You do, too.

The words we choose create meaning and mission in our lives. This became clear when 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 begin finding.

Listen to the difference in these few words:

"What would you like?" or get more info How can i help you?"

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

"It's in the instruction manual." or "I want to answer that for you."

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

What a difference several words can make! This is especially so when you wish to improve customer experience. In the toilet of Le Meridien Cyberport Hotel in Hong Kong, I came across 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 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 bathroom of the Crowne Plaza Hotel in Dubai, I came across a small 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 will be 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 large sign read: "Wind and waves can tip the boat, but only you can tip the crew." There have been sixteen tourists on board. 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 full of coins and notes - strategies for the enthusiastic team. No sign is needed: Genuine smiles and friendly service send the appropriate message to improve customer experience.

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

What a difference a smile can make to boost customer experience.

You can even teach key phrases and special phrases to your customers. This will increase their sense of belonging, loyalty and connection. Additionally, it may 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 a single pump and extra whip, not too hot."(Which means a medium-sized drink having 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 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 you to definitely the store manager or security guard. They simply say aloud, "A person 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 realize 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 boost customer experience.

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

a. What did you learn today that you found most beneficial?
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 the training (e.g., UNHAPPY, Somewhat Satisfied, Very Satisfied). This turns your students into critics at the final minute when they ought to be focusing most clearly on reviewing tips and planning their action steps.

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

Key Learning Points TO BOOST 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! If you are offering, asking, responding, explaining, invoicing, installing or advising, pick the words you use with care to improve customer experience.

Action Steps To Improve 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? Create a list to boost customer experience.

Now review the language of your company communications to boost customer experience. Read everything aloud. Pay attention to the words because they are spoken. Can 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 boost customer experience.

Ron Kaufman may be the world's leading educator and motivator for upgrading customer support 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 advice on Customer Service Excellence -
Website: https://kirkendalleffect.com/how-to-install-ubuntu/