Customer Service Training TIps

Ask without Accusing

In a perfect world, when people commit to do something it would absolutely be done and you’d never have to ask or remind them about it. In reality though, as you’ve no doubt experienced, customers, co-workers, friends and family members have other priorities and may neglect or forget to follow-through. Out of frustration, we might ask, “Did you (insert their commitment here) yet?” Unfortunately, that wording sounds slightly accusatory and puts the other person on the defensive; making them more inclined to rationalize the delay. That’s not helpful. Instead, consider using the phrase, “have a chance to” as in, “Did you have a chance to…?”.  That phrasing – while reminding the person of their commitment – comes across as empathic and forgiving. Ironically, the kindness it conveys is much more apt to compel the person to take action.

Today’s chuckle:

Hospitality: making your guests feel like they’re at home, even if you wished they were.

Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit

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