The studies show that when we handle a call 82% of the message is conveyed with the Tone of Voice and Words make up the other 18%. Please make sure the tone is upbeat, friendly and positive when you talk to your customers.
Words however are still important. I would like to quote one of my favorite authors Nan S. Russell:
“Words create impressions, images and expectations. They build psychological connections. They influence how we think. Since thoughts determine actions, there’s a powerful connection between the words we use and the results we get.
Try these words: problem and challenge. Would you rather a client see our mistake as a problem or as a challenge? It’s more than semantics. Problems are fixed; challenges are met. Different words evoke different feelings. I have a more positive frame of mind meeting a challenge than fixing a problem.
I realized the words I use to think and talk about my workload, my goals, my projects and the people I worked with influenced my thoughts and actions about them. So, I changed my words. If I say I work “for” someone I have a different vision about my work-life than if I work “with” them.
Poorly chosen words can kill enthusiasm, impact self-esteem, lower expectations and hold people back. Well chosen ones can motivate, offer hope, create vision, impact thinking and alter results. I learned in twenty years in management my words have power over my thoughts and actions. They also impact and influence people I speak them to.
If you want to be winning at working, learn to harness your word power to work for, not against you; select words that create a visual of the desired outcome; and choose each word as if it mattered. You might be surprised how much it does. Want better results? Check your words.”