The Power of Positive Conversation
“It’s all good.”
This phrase illustrates, to a large extent, where we are in business communications today. It’s also indicative of how we often communicate with one another during non-work interactions.
People like to discuss what they’re “passionate” about. Waiters and waitresses ask if you “loved” your food. And interviewees frequently offer reporters and others encouragement by saying “that’s a great question.”
Not everybody is so positive all of the time, of course. But most people – at least in their public lives – tend use positive words and have a generally helpful attitude.
Sometimes it comes off as a bit scripted. That said, it’s certainly better than the alternative.
The use of positive language and attitude is table stakes in the area of customer service. And Len Markidan, who manages the marketing effort at Groove, recently published a blog noting some of most effective phrases to employ for excellent customer support.
Topping his list is the response that you will find an answer. While this doesn’t provide the customer will an immediate response, it’s much better than handing them off to a different person – or worse yet, instructing them to hang up and call a different number.
Letting people know you sympathize with their situation is also usually a good way to go. “The bottom line is this: Never underestimate the power of empathy,” advises the book Taking Your Customer Care to the Next Level. “It might be the most powerful tool in customer retention.”
Another thing we should all keep in mind during our interactions with customers is that we’re there to serve them. And when we get the opportunity to interact with them, we should remember that and express not only our willingness to help, but also our gratitude for their business.
Edited by Mandi Nowitz