If you have staff: employees, friends, family, volunteers, you know that
they represent your entire business
to each and every person they approach (or don’t, huh?) So how do you get them thinking like you? Here’s a list you might post in your staff sign-in area… and of course, discuss these points often.
The 10 Most Important Words in Customer Service
The 1 most important word:
Yes.
The 2 most important words:
Thank you.
The 3 most important words:
Glad you called.
The 4 most important words:
How did we do?
The 5 most important words:
How may I serve you?
The 6 most important words:
What is most convenient for you?
The 7 most important words:
What else can I do for you?
The 8 most important words:
I’m not sure, but I will find out.
The 9 most important words:
Thank you for your business. Please call us again.
The 10 most important words:
I apologize for our mistake. Let me make it right.
This list, as far as I can tell, is from motivational speaker and author Mac Anderson, whose site is here.
. (The photo’s borrowed from a web site. They were just such a likeable and believable batch of folks I couldn’t resist. Thanks, ricksteves.com , and I’d book a cruise if I could.)
Auntie Kate The Resale Expert 
Thanks Kate! It’s going on my office door for all to see!
Also just wanted to add….
WAAAAAAAA – when does sharing come back?????!!!! 😦
Glad you like it. It’s always the simplest messages that mean the most, don’t they?
Sharing, I am afraid, will not be coming back. My thoughts here.
Oh… Thanks for pointing us to this PDF! It’s great! I’m going to print this out as soon as I get to the store(home printer is running out of ink). It’ll be nice to keep in employees eye site!
You’re welcome, Susie, but I just pointed you to the PDF… didn’t create it! Hope it will be helpful. I’m gonna add one more: “you’re welcome” instead of “not a problem.” Whenever a sales person says that to me in response to my “thank you” I feel like it’s belittling my gratitude.
Thanks for the pdf. I will print it out to remind myself.