Join Jeff Toister for an in-depth discussion in this video Replacing trigger words, part of Working with Upset Customers.
- There are times … when the words we use can make a customer angry. … I call these words trigger words … because they seem to trigger a customer's anger. … To the customer they sound confrontational or disempowering. … Examples include words like no or you should have … that make the customer believe you aren't going … to solve their problem. … The words by themselves aren't necessarily bad, … but it's the timing and the way they're used … that sets customers off. … Our challenge is to replace trigger words … with more positive frictionless statements … that don't make our customers angry. … For this video, … you may want to download the trigger words worksheet … and have it handy as we go along. … It's okay to pause the video … until you have the worksheet ready. … Okay, let's go back to the coffee shop scene … we've been viewing throughout the course. … See if you can identify any specific words the barista uses … that trigger the customer's anger. … There's a list on the trigger words worksheet …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words