While you may or may not be a fan of scripting, there’s no doubt that using powerful customer service language can increase confidence within your customers and reflect your organization’s brand.
We’ve been talking about this a lot lately with our customers. Last week, David (our Maestro of Imagination and Organization) and I were in Louisville, Kentucky working with the new food and beverage team at a country club. Several of our trainees had extensive server experience. However, most did not have fine dining experience.
Their complaint about the new customer service language was that it didn’t feel genuine. We reminded them that it’s really a matter of style. They are still being themselves, but they are putting on the uniform and taking on the style of their new workplace. “Hey y’all” is perfect for the style of the Roadhouse Grill, where a few of our trainees had worked last. However, “Good Afternoon” is a better reflection of the country club brand.
So, here’s your quick tip!
First, determine what customer service language most accurately reflects your brand. What are the words or phrases you would like to hear your team members using more often? What’s your style?
Once you know that, challenge your team to incorporate one phrase a week, whenever appropriate. For instance, “this week we’re going to work on saying My Pleasure instead of No Problem or No Worries.” Whenever you hear it, provide a little silent symbol of celebration – like a thumbs up! Make it a game and it will be fun!
The goal is for people to get the words in their bodies so it flows naturally and the new customer service language doesn’t sound like scripting.
We told our team, “We’re not asking you to become someone else. We’re simply expanding your vocabulary.” By the end of the four-day training, they were catching on!
So what’s your organization’s style? What customer service language aligns with your brand? I’d love to know.
Donna Cutting is the Founder & CEO of Red-Carpet Learning Systems, Inc. and leads a team of customer service experts who help leaders engage, inspire and mobilize their teams to deliver red carpet customer experiences. She is the author of two books, including her latest Amazon bestseller, 501 Ways to Roll Out the Red Carpet for Your Customers. For a free copy of our 21 Days of Thank You Challenge (Internal Customer Service) fill out the form to the right of this blog post.