How to Use Power Phrases to Provide Superior Customer Service

if you use these three phrases during
the beginning of most of your calls or
most of your first interactions with
your customers you are going to
transform the experience that both you
and your customer have are you ready
phrase number one
you're in luck say that out loud you're
in luck say it again you're in luck one
more time and it's yours your luck
phrase number two you've found the right
person repeat that you found the right
person repeat it again you've come to
the right person say it one more time
and it's yours you found the right
person and phrase number three
what's your name say that out loud
what's your name say it again what's
your name say it again what's your name
so let's go over each one of those
phrases and how powerful they are and
how they can totally transform the
experience that you have with every
single customer if you consciously use
them more and more and more number one
you're in luck when you tell a customer
you're in luck there are a million
different ways to use that I mean if
you're coming to me with bad news and
you say oh you know Dan I've just been
passed around from person to person all
day long do not tell me that you're
going to transfer me to somebody else
I could say to you Mrs Olson you're in
luck you have found the right person I
would never do that to you I'm going to
stick with you until we solve this you
and me together are you ready I've got
you okay let me get started in that
quick little conversation I told her she
was in luck she found the right person
and I used her name off the bat any time
you can tell somebody you're in luck you
know of course you don't want to tell
somebody oh you're in luck you don't
have to buy any more cat food because
your cat is dead or if I'm seeing you in
person hey you're unlocked you know
what's going on today we are having our
annual sale and you're gonna get 25 off
of whatever you came in here to get so
tell me about that what brought you into
our store today and the phrase you found
the right person you can't overuse that
now you might be the very first person
the front line of handling maybe
customer complaints and you will never
be the one to solve it that doesn't
matter you're the right person you're
gonna be the one who will Shepherd them
to where they need to go who will not
just treat them as a number who will not
just dismiss them as a problem you will
be the one who changes everything they
have found the right person you care
you're present in the moment they are in
luck they found the right person tell
people that and of course if they're
upset they're having a bad time it's not
I understand how you feel I have no I
don't understand how you feel remember
that's a danger phrase but I do
understand the chain of events that have
led you to feel the way that you
currently feel although I can't relate
that's right you show okay because it is
only you who has ever felt so deeply but
I'm not going to say all of that I will
just summarize that with a I can
understand why you'd be so upset by that
now the third phrase what's your name
one of the top things that I see people
do that just sabotages their day
sabotages their workload sabotages their
own successes they don't properly use
people's names and the reason they don't
properly use them is because they really
don't care they don't see the power that
the name will bring them if they use it
correctly if I were to ask you at the
beginning of conversation
who am I speaking with or if I'm in
person what's your name even if they're
angry can you tell me your name what's
your first name when people say I'm Bob
Bob
my name is Dan and now that that's
happened when I had put a name now to
the face that you were about to yell at
if it's on the telephone when I have put
a name to the person that you were about
to treat as though they were not a
person and say my name is Dan O'Connor
and I know this has been really
frustrating for you if you can just give
me a chance I know that I can get you
back on track in the next five minutes
will you give me that chance I might
want to use the phrase if you can just
give me a chance that's coming along a
little bit later when we deal more with
difficult people but if you have just a
simple set of phrases that you always
include because they're core phrases
such as what's your name then I can take
your name and say something like Bob is
it all right Bob now I've said it twice
the next time I say it it's magic when
somebody hears you say their name three
times in a natural way you know like
with anyone else Tom
you know what I mean Tom
Tom I think I have the solution for you
when you use somebody's name naturally
it creates a connection that most people
don't have very frequently I mean most
people don't have a personal emotional
connection very often At All by
mastering the art of using people's
names immediately you will not only have
viewer problems and difficult customers
you'll be able to Breeze through more of
your interactions but you will be that
blessing that maybe you have been
waiting for so that said let's get into
some more things that are crucial during
the greeting because remember during the
first 30 seconds of you meeting a
customer that's where they're going to
decide so many things the number one
thing they're going to decide is how is
this going to go
so let's talk about that