SERVICE/CUSTOMER SERVICE

"It’s all in the first few words… The way the customer hears your words will determine his or her thoughts of being satisfied or helped. Here are the Prime Starting Phrases that will get the ball rolling in the right direction. Say it the way you would want to hear it. Just change a few pronouns or ask a question instead of making a negative statement. When you say "Oh, that's horrible, it immediately lets the customer know you're on their side. The customer is expecting you to provoke an argument. When you say oh, that's horrible -- the argument's over. Try it -- the results are amazing." -- Jeffrey Gitomer

"The customer has lots of problems besides you, and may just be using you as a frustration vent. Don't take it too personally if they fly off the handle. Use the three most powerful secret words that begin to diffuse all customer problems. What are the three secret words?" -- Jeffrey Gitomer

"No one wants to hear why you can't. Don't tell them when or why you can't -- tell them when or why you can -- enthusiastically! How do you tell a customer ‘no’?" -- Jeffrey Gitomer

"Recognize customers for what they are -- your paycheck. The boss doesn't pay you -- the customer does. Next time you think the customer's a jerk -- remember he's actually your next meal. Why not send him a thank you card? How do you treat your paycheck?" -- Jeffrey Gitomer


TRUTH

The truth isn't always beauty, but the hunger for it is.

Nadine Gordimer


The truth is not simply what you think it is; it is also the circumstances in which it is said, and to whom, why, and how it is said.

Vaclav Havel