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Positive Words: The Vocabulary of Service

We all have heard that action speaks louder than words. That certainly is true. But at times, words speak as loudly as actions. We're moving toward a new vocabulary of business. It's a vocabulary of service. It's more than saying a quick, almost robotic, thank you to the customer. Or even a sugar sweet thank you that is quickly forgotten. Rather, the new vocabulary of service is positive words that create positive customer experiences. Here are some examples:

Words To Acknowledge

"I'm sorry for the delay."
"I appreciate your patience."
"I understand your concern."

Words To Show You Are Really Listening

"So what you are looking for is........"
"Did I understand you correctly?"
"Yes, Mr. Levitt, I can take care of that for you right now."

Words To Say 'No' Or Apologize

"I understand, I wouldn't like that either."
"I'm truly sorry this happened, here is what I can do."
"I realize this is really disappointing. Is there some other way I can help?"

Words To Express Appreciation

"We appreciate you taking the time to tell us about this."
"Thank you for speaking up about this. It gives us a chance to fix it."
"Thank you for pointing this problem out. I'll take care of it immediately." (And do it)

Finally, Negative Phrases To Avoid
Make sure to "X" them out of your vocabulary.

"You can't... It's required... It's not our policy to..."
"That's wrong...you are wrong...You know better than that."
"It's not my fault...That's not my job...I' don't know."

Here are resources to help you build powerful leaders and powerful organizations / have powerful leaders at all levels: Coaching 4 Results, Planning 4 Change, Speaking 4 Impact,  W.O.W.W. Tools.

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Copyright 2006-2008, Marcia Zidle. Will you have a bright future? Are you ready to make your organization stand out in the crowd in competing for customers, clients, funders or community awareness? Contact us and let us show you how to make that happen. 

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