101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 43
Winning Words and
Soothing Phrases
We are capable of bruising or soothing our customers with words; it all depends on how we use them. Some words, alone or in combination, create immediate negative images. It’s not the intent of your words to cause customer anger but it is sometimes the effect. The goal of a Knock Your Socks Off professional is to avoid or defuse the emotions that words might cause.PURPOSE:
✓ To create awareness of the “Forbidden Phrases”
✓ To change wording from negative to positive
✓ To recognize individual opportunities to improve
TIME: 30 minutesDIRECTIONS:
1. Remind participants that we all have “trigger words” that cause us some anger or ire. Point out that there are recognized Forbidden Phrases in the service world.
2. Advise participants that this activity is to create awareness of those Forbidden Phrases and change the intent of statements from potentially negative to positive.

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