Focus the message on what your customers want.
The words we use matter. Messages that focus on the customer’s perspective build relationships and reinforce how important the customer is to an organization. Customers are always seeking to understand, ‘what’s in it for me?’ Communication with this as the focus engages the people we serve. Today, Dr. Janet Pilcher shares four steps to address customer questions and respond with a focus on the customer.
This episode addresses questions, such as:
- How can the right words reinforce our relationship with customers?
- What do the words we use say about us?
- Why should we count our words?
Featured Episode Resources
INC | DELTA AIR LINES JUST SENT A BRILLIANT EMAIL TO MILLIONS OF PASSENGERS
Last week, Delta sent an email message from CEO Ed Bastian to millions of its most loyal passengers. It was an effective email, and one of its secrets–sort of hiding in plain sight–was the way it repeated a single word, over and over.
9P | SERVICE RECOVERY
Wouldn’t it be great if all of our customers were 100% satisfied all of the time? Sure, that’s a nice thought and a great goal to strive for, it’s just not very realistic. There are internal and external factors beyond an organization’s control that cause less than satisfying customer experiences. View these experiences as an opportunity to learn.
THE BUSY LEADER’S HANDBOOK | WHY THE WORDS WE SAY MATTER
Great communication plays a vital role in solving almost every problem in the workplace. How well leaders communicate has everything to do with how well employees engage in their work, how they take feedback, and whether or not they feel a sense of meaning and purpose. This type of communication is incredibly hard. It doesn’t come naturally to most.
9P | KEY WORDS AT KEY TIMES
Words matter in the effective communication of a message. Just as grammatical errors send certain implied, negative messages to the receiver, so do the words we choose or the length of the communication. Certain words or phrases convey specific messages.
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