I read this in a book entitled: 212° Service: The 10 Rules For Creating a Service Culture By Mac Anderson (no relation :)). I thought this could apply to other areas of life also, just change up the words a little, and apply.
It’s the lessons these service phrases teach, that I appreciated the most. I hope these help you too. —Claudia
10. The Ten most important words:
“I apologize for our mistake, let me make it right.”
When something goes wrong, most people just want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right.
9. The Nine most important words:
“Thank you for your business. Please come back again.”
Repeat customers cost less than new customers and are often more loyal.
8. The Eight most important words:
“I’m not sure, but I will find out.”
It’s o.k. if you don’t know the answer; it’s not o.k. to make the customer keep searching for it. That’s your job.
7. The Seven most important words:
“What else can I do for you?”
Be prepared to go the extra mile; there is less competition there.
6. The Six most important words:
“What is more convenient for you?
Your customers will be pleasantly surprised when you ask what’s convenient for them.
5. The Five most important words:
“How may I serve you?”
This question reinforces your role in the relationship. Play that role the best you can.
4. The Four most important words:
“How did we do?
Feedback is critical! Your customers have a unique perspective and they appreciate being asked.
3. The Three most important words:
“Glad you’re here!”
Customers who feel welcome spend more time, more money and are more likely to return.
2. The Two most important words:
Basic manners… but how often do you get thanked when you’re the customer?
1. The Most important word:
Become a yes person.
“A Crash Course on Customer Service” is from 180 Ways to Walk the Customer Service Talk By: Eric Harvey