Power of Language

The words you use with customers can make a significant difference. If your goal is to give excellent customer service, consider these language swaps:

“Can I help you?” → “What can I help you find?”
This greets the guest AND gets them into a conversation. Often when you ask “Can I help you?” the response is “No, just looking.” This is a conversation stopper, not starter.

“I can’t…” or “We don’t do that…” → “Normally we don’t but let’s see if we can find a way” or “What I can do is …”
If you can make it happen, try to do it, or at least lead with options.

“We’re out of that.” → “I’m sorry, we’re temporarily out of that, but what we do have is…” or “Can I take your name and number and let you know when it’s back?”
Have an alternative in mind or offer to contact them once the item is back. This shows you’re going the extra mile, rather than leaving them without a solution.

“Anything else?” → “What else can I get for you?”
Try not to sound like you’re trying to get rid of the customer. Saying “anything else?” can also discourage additional sales or conversation.

“They..” → “We…” Saying “we” shows you’re part of the organization. These are simple swaps that can lead to more satisfied customers, more sales, and an overall more positive work environment.

Learn more about the power of language: zingtrain.com/webinar/the-power-of-language

This article was published in the Venango Chamber’s June 2021 VenangoWorks! Newsletter.