SIX THINGS TO AVOID for BETTER CUSTOMER SERVICE
Politeness is a key element of good customer service. It is more of an art than a science, but a positive attitude and general desire to be helpful will go a long way to make you successful at this. In order to help you, we have prepared a list of SIX THINGS TO AVOID in order to sound more "polite" to customers.
1. A way of speaking that's too "abrupt".
We all want to get to the point, but a short, abrupt response when talking to a customer can be seen as rude.
When you want to know the person's name: UNSATISFACTORY: "What's your name?" BETTER: "Could I get your name please?"
2. A way of speaking that makes a customer feel like they are wrong.
Even if you think the customer is wrong, there are certain polite (and diplomatic) ways to deal with this.
Guest: "The air conditioner in my room isn't working." UNSATISFACTORY: "That's impossible. It was working yesterday." BETTER: "I'll get someone to check that for you." (The person who checks can then show the guest how to operate the air conditioner if it is functioning properly)
3. A way of speaking that makes a customer feel stupid.
Not every customer is a beacon of intelligence, and not everyone is super-perceptive, but it's not polite to point these things out when interacting professionally with someone.
Guest: "Is that the breakfast area?" UNSATISFACTORY: "Yes, it says so right there on the sign." BETTER: "Yes, right through that door." (There is no need to point out that the customer missed seeing the sign. That would be impolite.)
4. Not giving the customer enough information; not being helpful.
This can be related to POINT #1 (being too abrupt).
Guest: "Is this a good wine?" UNSATISFACTORY: "Yes, it is." BETTER: "Yes, it's considered a very good wine. A lot of our customers order it."
5. Being too "honest", giving too much (unnecessary) information.
A certain level of distance and professionalism is required in customer service interactions.
Guest: "Is is safe to walk around this neighborhood?" UNSATISFACTORY: "Generally it is, but there have been a couple of robberies recently. You should be OK in the daytime, though." BETTER: "Generally it is safe, but you should exercise caution like you would anywhere and not walk alone at night."
6. Making a joke that might not be appropriate for the customer.
When using humor, it's best not to joke about anything personal, because you never know what may offend someone.
Guest: "You spelled my name wrong." UNSATISFACTORY: "Oh, yes, well I was pretty close." BETTER: "Oh, I'm sorry, can you spell it for me again?"
(This list is (c) 2023 by EnglishForMyJob.com. Please don't reproduce without permission.)
WANT MORE EXERCISES LIKE THIS?Get our premium worksheet collection!
OUR OTHER SITES:LearnEnglishFeelGood.com
(c)2007-2024 EnglishForMyJob.com (a division of LearnEnglishFeelGood.com). All rights reserved. Please read our content policy
before sharing our content.