Author Laurie Guest: “Here Are 5 Ways To Create a Wow! Customer Experience”

Words can make or break you. Words, and how you say them, matter to your guests. The language you use can have a profound effect on how your service is perceived. Do you choose your words wisely? How often do you find the right words elusive, causing you to say whatever pops into your head at the moment? An often-overlooked technique in customer service, scripting can make a big difference in the impression you give your guests. It involves small, simple changes in word choice that create a big difference in perceived service levels. For example, a customer at a retail location asks where a certain item is located. The response could be, “It’s over there in aisle three.” The better, scripted response is, “I’d be happy to show you. Please follow me.” The difference is that we feel totally engaged with the person who…