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
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.

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