Page 167 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

148 Appendix A

There are dozens of better and worse ways to use language.

MANY times it's truly "not what you say but how you say it." Keep this in mind and choose your
words carefully.

Examples of good and bad language:
- Not acceptable: "you owe..."
- Good: "our records show a balance of..." (note: rough collection methods are an EASY way

to lose customers).

- Not acceptable: "You need to..."
- Good: "We find it works best if you..."

Answering the telephone (external calls):

- Welcome to Oasis, this is (name), how may I assist you?
- Thank you for calling Oasis, this is (name), how may I help you?"
- Oasis-good morning, this is (name) howmay I assist you?
- Oasis—good morning. May I please place you on a brief hold? (caller is in control)

(If you are going to use time-specific greetings, be sure you can get it right not answer "good
morning" at 1 PM or "good afternoon" at 10 AM!)

Answering the telephone (internal calls):
- Reception, this is (name), howmayI assist you?
- Reception, MayI please place you on a brief hold?

Apologies:

- I am so sorry you experienced this problem, please forgive us. What can I doto
assist you and make it right?

- I am sorry to hear that, please forgive us! Let me attempt to correct this issue
right away

- I am terribly sorry, please forgive us. What can I do to help?
- I amsorry to hear that, how can I help?

Pleasant Departure:

- Have a wonderful day, good-bye
- Thank youfor working with ustoday
- Thank you for calling Oasis, good-bye