Leadership Week 3


  • July 25, 2019
  • /   Jose Contreras
  • /   Post Tags
Manager Table Touch

5 Phrases to Make Your Customers Happy
Making sure every guest leaves happy is an everyday goal for everyone in the team. Happy guests will always return and recommend our brand. Here are some customer happiness phrases that marketers and customer support pros should use to solve problems and create foster loyal relationships.

1) "Thank you for your patience."

Etiquette is a key skill to have under your belt. Even if a guest is rude, resist at all costs the temptation of responding in kind.

The trick to defusing a tense situation with a guest is not to rise to their level of agitation, but rather to talk them down to your own. Always start off with an apology or an acknowledgment of their distress. Then, do your best to provide a decent answer. You could get the ball rolling with something along the lines of, “thank you for your patience”, or “I realize this is inconvenient, so thank you for bearing with me.” This gets the conversation off on a better foot.

2) "Let me make sure I understand the problem correctly."

Guest service is everyone’s job, and being the first person to speak to a guest with an issue is a great opportunity to turn a problem around.

Making sure you understand the guest's problem by reformulating it or repeating it back to them will help you qualify the issue. Qualifying a guest's issue first can have several advantages such as potentially solving an easy problem quickly, without need for escalation and leaving a guest with a lasting and positive impression of your attentiveness and availability

3) "Let me find out for you."

Guests expect seamless service, no matter with whom they interact, and how. But not knowing off-hand the answer to a question happens sometimes, and the trick is to keep your composure. If you find yourself truly stumped -- even after clarifying the guest's issue -- don’t give up, and don’t panic. Instead of admitting defeat and saying, “I don’t know”, including the guest in the resolution process.

Saying, “I don’t know that off-hand, but let me find out for you right away,” reassures the guest in your ability to help them and your willingness to try. Most will even be willing to wait if you explain that you need a minute to consult a team member since they’ll prefer you to solve their problem on the first try.

4) "I can see what went wrong. Let's fix that right away."

Once you’ve identified and understood a guest's problem, you might think that the right thing to do is escalate them to another member of the team, such as a Manager. While that is often the case, don’t miss an opportunity to help a guest yourself, if you can. Quick fixes can be easily carried out over social media, chat, or emails, and guests will appreciate an easy resolution.

If you can’t assist guests yourself, never tell them that it’s not your responsibility to help them. Telling the guest, “I can see what went wrong, I’ll fix that for you right away” demonstrates empathy and proactivity, two qualities which greatly improve even tricky service situations.

5) "I can't fix that for you, but here's what I can do."

Sometimes, a guest’s request simply won’t be realistic and you’ll have to let them know gently. There’s no clear-cut way to say “no” to a guest because every situation presents its own contextual challenges. Nevertheless, the key is to avoid a jarring and implacable “no”.Try to present an alternative or a compromise to the guest. Even if you cannot satisfy their request, zero in on the need behind the request. That guest’s need is the crux of the issue, and attaining their goal matters more than how you help them succeed.

No matter the subject of the complaint put your best foot forward, and don’t sell out another member of the team. Leave the guest with the impression of having been cared for. This will hopefully leave them with a memory of great guest service, even if their problem is one without a perfect solution.


Excerpts of this week's featured value were taken from an article in Hubspot by Olivia Kerr.