To deliver great customer service, put on your verbal uniform

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Everyone hates scripting, but professionals do understand the need to wear a uniform.  So when you want your staff to use the right phrases with customers, consider reframing the concept for your employees:  Ask them to put on their verbal uniform when they punch in.

Nursing Poster, WWI
Nursing Poster, WWI
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Also: Here are two longer “College of the Customer” articles on the language to use — and to avoid — when delivering customer service:
 
1.  “Language engineering”  – what to say and what not to say, to customers.

2.  The five words you can NEVER say to a customer 

 
Micah Solomon keynote speakerFrom Micah Solomon author, keynote speaker, consultant on customer service excellence, sales, branding, and transforming company cultures in our socially connected world.
 

See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter  of Micah Solomon’s customer service bestseller,” Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.”

(Thanks to Tally McClain, RN for her input on this subject and how it applies to the healthcare industry.)

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