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Managers &
Supervisors - Save Time and Motivate Your Reps
Call Center Best
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Learn More
Dealing
with People - Words to Avoid
By Alan
Fairweather
You
probably realize how the wrong tone of voice and negative body
language can cause problems when dealing with other people,
particularly customers and staff. However, using the wrong words can
also cause problems.
There are
certain "trigger" words that cause people to become more difficult
especially in emotionally charged situations and they should be
avoided. These include:
* Have to
- as in - "You'll have to speak to the sales department
yourself"
*I can't
or you can't - as in - "I can't do anything about that" or "You
can't do that"
*I'll try
- as in - "I'll try and speak to finance department
today"
*But - as
in - "I agree with what you're saying but…….."
*Sorry -
as in - "I'm sorry 'bout that"
"What DO I
say I hear you cry?"
Instead of
the words "Have to" which are very controlling type words, why not
try - "Are you willing to…" or just a straight - "Will
you…."
Can't, can
be replaced with - "I'm unable to because…."
"I'll
try," which is pretty wishy-washy, can be replaced with something
more honest - "This is what I can do" or "This is what I'm unable to
do"
"But" is a
word that contradicts what was said before it, replace it with -
"And" or "However" (which is a soft 'but')
Instead of
saying "but" you could leave it out altogether. For example; instead
of - "I agree with what you're saying but I can't help you" use - "I
agree with what you're saying. The reason I'm unable to help you
is……"
At the end
of the day the answer to a customer or one of your staff could be
-"no"- however, choosing your words more carefully will have a more
positive affect on how he or she reacts and ultimately responds to
you.
"Sorry" is
one of the words to avoid because it is so overused and it's lost
its value. Think of the number of times you've complained or
commented about something and you hear - "Sorry 'bout that." If
you're going to use the "sorry" word then you need to use it as part
of a whole sentence - "I'm sorry you've been receiving so many
complaints Mary."
Sometimes
it's appropriate to use the word 'apologize' instead of 'sorry.' "I
apologize for not getting you that information
sooner."
For
smoother interactions, take care with the words you
use.
Discover
how you can generate more business by motivating your team! Alan
Fairweather is the author of "How to get More Sales by Motivating
Your Team" This book is packed with practical things you can do to
get the best out of your people. Visit http://www.howtogetmoresales.com
Article
Source: http://EzineArticles.com/
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Interactive Quality
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consulting services in areas such as performance management,
customer sales, service and retention and leadership development
training. | 
