Simple Communication Changes Can Enhance Your Customers’ Experience

Customer service seems to have vanished from today's society. It's become commonplace for customers to choose between efficiency and excellent service. Why can't we combine the two?

You're invited to take part in the initiative against subpar customer service. Starting with your own team is the best course of action. Let's concentrate on communicating with your guests to start this revolution.

Talk to Your Customers

Sounds easy. But think about it: how often have you entered a store, and nobody said hello or even made eye contact with you? It frequently happens. Keep it from happening at your company. When visitors enter, say hi and inquire about how we may assist them. Have a meaningful conversation.

Now that you are talking to your guests, be clear in your communication.

Communication clarity is critical because it affects everything you do.

Which of these two options sounds better?

1.  “Let me transfer you. Please hold.”
2.  "Hey Candi, I will introduce you to our event specialist, who will better answer your questions."

I think we can all agree we would prefer Option B.

Use the Guest's Name

Professionalism and friendliness are not mutually exclusive. When the guest's name is given to you, remember it and use it throughout the conversation. This personalization will help create comfort and trust with your guest.

Which of these two options sounds better?

1. “You will be on lane six.”
2. “Candi, you can head over to lane six and start bowling!”

Option B is much more personalized and warmer.

Choose Positive Language

As mentioned earlier, language choice and information delivery matter. Try to remove the words "no," "don't," and "won't" from the team vocabulary when providing guest service.

Which one sounds better?

A. "Our party coordinator is not in right now. Can I take a message?"

B. "Our party coordinator will be happy to take care of this request tomorrow morning. Can I take down your information for her?"

Again, Option B is the winner.

It only takes a second to rephrase your response in a more positive tone. Spend some time this week listening to your employees to see if they are using positive leading language.

Maintain a Positive Attitude

Having a positive attitude will help you provide excellent customer service. A positive attitude can transform a visit to your business. However, the wrong attitude can spoil a great visit to your business.

Which choice would you want to hear as a customer to solve a customer service issue?

1.  “We didn’t know the bathroom was dirty.”
2.   “Thank you so much for letting us know the bathroom was unacceptable.  We are sending in the porter staff right now to clean it up.”

I think you know which option is best!

Don’t assume your team members will automatically know how to do this.

Your staff will not understand what excellent guest service means for your company unless you define it, train for it, consistently coach it, and recognize it when you see it. This is how you build the foundation of excellent guest service.