Mitchell Axelrod is a consultant, professional speaker, talk show radio host and frequently published author on topics of marketing, sales, entrepreneurship, life skills and playing new game. For over twenty-five years Mitch has been consulting with Fortune 500 companies, banks, insurance companies, small businesses and individuals on how to boost income, increase sales and profits while deriving more fun, fulfillment and satisfaction from work. You can purchase The NEW Game Of Business at http://www.TheNewGame.com

(c) 2004, Davis Virtual Assistance. All rights in all media reserved. Permission to reprint granted to all venues so long as venue is opt-in only.

Remember, 90% of satisfying customer is making customer feel like you are listening to them. The use of and says to customer I am listening to your input.

Lets apply this to above scenario:

Customer: “Why don’t you just do it this way, and it will take care of situation.”

Customer Service Person: “I understand what you are saying, and we can to do it this way.”

As you can see it is a more positive response to customer’s feedback. Instead of customer being on opposite side of your solution by using word and you create a bridge for customer to cross to consider your solutions. Bottom line, your customer is more likely to quickly accept your solutions.

So, if possible, record yourself in a conversation so that you can see where you are using but. Then work at substituting and in place of but. It may feel a little awkward at first. However, more you use and smoother it will sound and you will see immediate results. The benefits are less stress for you, positive customer service situations, and happier customers. Remember, leave your buts behind and you, too, will provide great customer service.