1. Customer Service – Communication
Introductory
1. It is a pleasure meeting you. Mr _____ what would you expect out of this conversation?
2. I thoroughly appreciate your time. Considering your busy schedule it is a big favor. I aim to
make it completely beneficial at both ends.
3. Hello Mr._______, I’m glad we met.
4. Hello Mr_______, I represent ______. The purpose of my visit is to identify any needs or
concern of your enterprise and offer a formidable solution.
5. Hello Mr._______, Your organization is known for (state values/corporate governance).
Hence it was a long due for me to visit your esteemed concern and build a professional
affiliation.
6. Good Morning ! I am Lancelot Lobo, How may I assist you ?
2. During the conversation
7. I completely understand your concern. How would you like me to help /assist you?
8. Considering our earlier disc
9. ussion, I have zeroed down my solutions to this,______
10. The problem you experienced is no more acceptable to us than it was to you.
11. Mr. ______, we want to get to the bottom of this just as much as you do.
12. Would you be interested to know more about this service?
13. Since I’ve already mentioned the features and advantages of this service, let me
explain/show/tell how will this service benefit you/your organization
14. I completely see where you’re coming from. I can relate to as an employee/human being.
Had I been in your position I would have a somewhat similar opinion, however we….
15. Thank you for bringing this to our attention. We appreciate customers who let us know
when things aren’t right.
16. Have I done something personally to upset you? I’d like to be a part of the solution.
17. Thank you so much for your feedback. We appreciate you giving us an opportunity to
correct the problem and to meet your expectations.
18. I understand your concern. What do you think would be fair?
19. Let me give you an example to explain this in detail.
20. Correct me if I am wrong, what I get out of this conversation so far is -----------, correct?
21. Now that I have mentioned what we can offer, let me help by showing you how.
22. Let me help you discover other alternatives.
23. What seems to be your biggest concern?
24. Now since we have agreed to have met your requirements, is there anything else you’d like
me to discuss?
25. So taking this conversation forward would you prefer this or that?
26. I will be glad (more than happy) to answer any queries.
3. Tragic Words to Avoid
To take your understanding of Tragic words and expressions further, here's a sampling of actual
Tragic phrases have been heard in customer interactions. I've categorized them as sloppy, non-
committed or authoritative.
Sloppy:
• “Hold on.” or “Hang on.”
• “What's your problem?”
• “Just a sec”
• “Here's what I'm gonna do…”
• “Pull you up” (on my screen)
Non-committed:
• “I can't do that.” or “We can't do that.”
• “He's very busy now.”
• “That's not my department. You'll have to speak with someone else.”
• “I don't know.”
• “We'll have to call you back.”
Authoritative:
• “You have to…/You should have…”
• “That's against company policy.”
• “Calm down.”
• “Like I said…”
• “If you had read your manual...”
4. Phrases one must never say:-
• Trust me - Instructing people to trust a salesperson is pretty much like setting up a too-
familiar joke whose punch line is going to be “you are an idiot so just give me lots of your
money now.” The pairing of trust and me signals buyers to put up their defense shields and
turn on their BS filters (for Better Sense, of course).
• I’m your friend - It is tempting for a salesperson to think a buyer is a new friend after the
two share fifteen minutes excitedly discussing a mutual experience or passion. This happens,
for example, when both share an obsession for golf and both once played the course at
Pebble Beach in their youth. However, too many salespeople mistake rapport for friendship.
The two are not the same. Friendship requires an emotional investment and real
commitment.
• Nobody can sell this cheaper than me Nobody? - First off, the world is a big place with
a lot of others selling things a lot like what other salespeople have. If the salesperson really
has the world’s lowest price on something and can do business both legally and profitably,
instead of wasting time one-on-one with prospects, he or she should put up a website and
rake in the dough. And second, the problem with bragging about being cheapest (besides
triggering buyers’ skepticism) is that it is a lousy way to make a profit.
• We are the best - Okay, maybe there are a few situations in which this is credible. And I am
not opposed to the power of positive thinking as a confidence builder. But the truth is
buyers have learned that ninety-nine percent of the salespeople who say it are lying. A phrase
like this turns on their BS filter. Best, like beauty, is in the eye of the buyer – not the
salesperson.
• Always and never - This pair stands on the same quicksand as “We are the best.” They
sound like exaggerations and are frequently perceived as stretching the truth. For example,
how truthful do these two statements sound? “We always provide quality service.” “Our
delivery drivers are never late.” Many people simply don’t take always and never at face
value.
• What you need is this - This is actually a great phrase after high levels of rapport and trust
have been developed. Otherwise it implies over confidence and pushy.
•
Darshan H Sheth
