Attitude in Customer Service: Words to Avoid

Course Details

This course features eight common phrases which are used innocently every day by customer service staff everywhere. Although these eight phrases are normally used with good intentions, they have the distinct effect of damaging customer relationships. This program illustrates how to avoid the “Killer Words” and drives home the point that the customer’s perception is all that matters in service interactions.

“Killer Words” can, and will, cause damage to business relationships. Understand that these “Killer Words” are normally used very innocently, and with positive intentions. However, this collection of phrases is proven to annoy and alienate clients and prospects.

Participants who have successfully completed this course will have demonstrated the ability to: Understand the eight “Killer Words of Customer Service” and learn effective replacements or techniques to eliminate these “Killer Words.” Demonstrate improved communication skills with your organization’s customers and prospects. Defuse daily challenges instead of escalating them.

What you’ll learn

• Identify the 8 “Killer Words of Customer Service”
• Utilize words and techniques that ensure a positive customer experience
• Realize that it’s not your intention but the customer’s interpretation that matters