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Customer Service: Key Customer Service Phrases to Watch Forby Tom Egelhoff
Most business owners will tell you that providing friendly courteous service is paramount. What they sometimes forget is the importance of really listening for certain phrases the customer might use in the initial contact with your business. Greg Erickson of Specialized Automotive keeps a list of 22 specific phrases by each phone that his employees will answer: Here they are:
What Greg is looking for is a clue that the potential customer has had an unpleasant experience at some other repair shop. When a customer mentions one of the "key phrases" it alerts the employee that this customer needs extra special treatment. The customer has probably been "burned" with a large bill for work that was not done correctly. This creates a great opportunity to convert this customer to a loyal and good P.R. person for your business. Take care of them and you can count on referrals for years to come. At your next company meeting, compile a list of phrases that your customers sometimes use that will alert you that they are looking for a company to right a wrong done to them by a competitor. Go over them with every employee and convert competitive customers to your customers. Recommended Reading: Phrases That Sell: The Ultimate Phrase Finder to Help You Promote Your Products, Services And Ideas by Edward W. Werz, Sally Germain This article may be reproduced for your group or organization provided it is not altered in any way and the following is attached: ©1998-2004 Eagle Marketing PO Box 271 Bozeman, MT 59771-0271 Based in Bozeman, MT, Tom Egelhoff is the author of How To Market, Advertise & Promote Your Business Or Service In A Small Town, and The Small Town Advertising Handbook: How To Say More And Spend Less. He is also a seminar and workshop presenter and trainer. He may be reached at 888-550-6100 or PO Box 271 Bozeman, MT 59771-0271
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