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Behaviours to Avoid p21

Here is a list of words and phrases. These can irritate a difficult situation. Think of a positive alternative for each example.

“YOU” statements
As a rule service givers should avoid using statements beginning with the word “You”. Such statements can be perceived by the listener as judgmental, authoritarian or directive:

“You must be mistaken”
“You should have told me first”
“You can’t do that”
“You’ll have to call back”

“I” statements
When they include a negative, “I” statements are also perceived by customers as rigid, restricting, controlling and defensive.

“I can’t help you with that”
“I don’t know”
“I won’t be here then”

Silence or non-responsiveness on your part can produce the same effect as negative worlds. Customers expect a prompt response to a complaint. When they fail to get it, they may become angry.

Denials, Accusations and Refusals

“That’s never happened before”
“No one has ever had that problem before”
“It’s the computers fault”
“That’s not my department”
“That’s our policy and there is nothing I can do about it”
“Are you sure about this”

Fight Behaviours
Sometimes it is not the words you use, but the accompanying gestures that will incense the customer.

Keeping them on hold too long
Huffing and sighing & impatience


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