No doubt we have all heard by now of the statistic stating that what we say accounts for only 7% of our communication (body language accounting for 55% and tone of voice for 38%). Nevertheless, the way in which you express yourself can have a huge impact on your customer or whoever else you are talking to. These tips may help:

1. Listen carefully to your own speech and start to notice, and then cut out, 'crutch words' - words which mean nothing, but which we commonly use as padding. Words like 'basically', 'actually', 'you know', 'sort of' and of course the dreaded 'at the end of the day'!

Not only are they incredibly irritating when used repeatedly, but they will make you sound unsure of your facts and unprofessional. You might find you slip into this habit when you're feeling flustered or uncertain.

2. Avoid expressions like 'you must', 'you should', 'you have to' when talking to the customer - they don't have to do anything unless it's take their business elsewhere!

"If I receive your order by Friday, it can be dealt with immediately” sounds so much more pleasant and helpful than "You have to get your order in by Friday or it will take another week”.

3. Never tell the customer what you can't do! Instead of "We can't deliver until next month”, say "We can guarantee delivery by mid-May”. Always make

sure you are giving yourself plenty of leeway - under-promise and over-deliver.

4. Remember to say thank you - don't take their custom for granted. You can express appreciation in all kinds of ways, from verbally to a quick note or a bunch of flowers. Or think about offering ways in which to reward regular custom - buy a certain amount and get one free etc.

These suggestions have come out of discussions during customer service and sales courses, and I hope they will help you to develop and maintain good relationships with your customers.

Tell Your Friend