Right words, right time, right reason leads to customer happiness


  • June 6, 2016
  • /   Quint Studer
  • /   quint-studer,training-development

In a previous column I addressed service recovery — what businesses do when the service a customer receives does not match expectations.

I wrote another column about the goal of employee engagement.

Research shows there is a relationship between employee satisfaction and customer satisfaction. A vital component of providing great customer service is having the employee say the right words at the right time for the right reason.

While it may sound easy, I have found that leaders are often uncomfortable with coaching this skill. Then employees balk if the process is not explained well.

Since the earliest of time we have received coaching on the right words at the right time for the right reason.

Your parents did this. You likely do this with your children.

Kids are taught to say “please,” “thank you,” “pardon me,” “excuse me”, “I love you.” Why? Because parents want their children to do well and those teachings are helpful.

Please, thank you for coming in, How are you doing? – you and your business likely have that covered. But right words/right time/right reason takes it a step further.

So how does it work? Though it’s ideal to start the right words/right time/right reason conversation in the interview process, start with current staff. The leaders meet with groups of employees and together they brainstorm to create the best customer experience.

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