Shep21's Blog….Leadership, marketing & customer service through the printed words of many

10 Phrases to Retain Customers January 7, 2010

Filed under: Customer Service — shep21 @ 6:00 am

Thanks you to The Ohio State University Learning Center

“Retaining customers is one of the most valuable money-saving objectives your team can adopt.  Language may be your team’s most effective tool in maintaining long-term business.  In his book, 180 Ways to Walk the Customer Service Talk, Eric Harvey offers these simple phrases:

* The 10 most important words:
‘I apologize for our mistake.  Let me make it right.’

* The 9 most important words:
‘Thank you for your business.  Please come back again.’

* The 8 most important words:
‘I’m not sure, but I will find out.’

* The 7 most important words:
‘What else can I do for you?’

* The 6 most important words:
‘What is most convenient for you?’

* The 5 most important words:
‘How may I serve you?’

* The 4 most important words:
‘How did we do?’

* The 3 most important words:
‘Glad you’re here!’

* The 2 most important words:
‘Thank you.’

* The MOST important word:


One Response to “10 Phrases to Retain Customers”

  1. Tjäna Pengar Says:

    Sometimes it’s really that simple, isn’t it? I feel a little stupid for not thinking of this myself/earlier, though.

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