Menu

Empowering professionals through training

Banker, Trainer, Writer

header photo

Customer Service Excellence Tip 5 - Magic words that make customers happy

May 6, 2017

 

Imagine you have a bag full of magic words that you just have to dip into and use to make the customer happy. Would you not love to use the magic words in your conversation?

 

What are magic words?

Can you find the six simple magic words that are scrambled here?

Did you know that you can create moments of magic for your customers with these magic words?

 

Moment of Truth

What is a moment of truth?

Every interaction that a customer has with the organization, whether in person, or through any other channel is called a moment of truth.

 

Creating Moments of Magic

Irrespective of the customer’s past experience, each interaction with the customer is an opportunity for you to make a positive impression and create a moment of magic.

 

So have you got the six words that you can use to create moments of magic?

 


Why should we use magic words?

 

Let us take the example of “Thank You”. We learnt in childhood that whenever someone does something good for us we must say “Thank You”.

 

Why should we thank the customers?

 

1. The customer trusts the Bank and places his/her hard earned money with the Bank.

2.  The customer is the reason for the existence of the Bank

3.  We have a job in the Bank because the customers transact with us.

 

Does this magic work?

You might argue, " I sometimes thank the customer, but I don’t see any magic happening.  So does this magic work?."


I agree that many of the customer service officers try to be polite, greet and thank customers. Why are they not able to create magical moments?

 

Let us take a cue from the magical world created by JK Rowling in her books.

 

In Harry Potter and the Prisoner of Azkaban, one of the most loved books in the Harry Potter series, Harry learns about “Patronus Charm” that can drive out dementors, creatures who feed on miseries and suck out happiness. Initially, Harry is disappointed because however much he shouts out the spell, he is not able to have much effect.

The Patronus Charm is powerful yet difficult because in addition to chanting the magic spell “Expecto Patronum” Harry has to project strong positive feelings with concentration. With practice, Harry is able to focus on positive feelings and produce a powerful Patronus Charm in an emergency to save his guardian.

 

Did you get the answer to your question why our “greetings and thank you” do not seem to have much effect?

 

Let us look at a story in the real world.

 

A branch manager of a Bank tried to improve customer service in the branch. He had created a new customer interaction process where all the customer service professionals in the branch were advised to greet the customer at the beginning of interaction and close with “Thank You” at the end of each customer interaction.  The Branch Manager stood in the lobby interacting with customers, observing and encouraging his team to greet and thank  each customer.

 

After a week, he took a feedback survey from customers to find out how they felt about the new way of interaction. The survey included direct questions like

“Did the customer service executive greet you?

 Did the customer service executive thank you?”

 

He was surprised to find many of the customers marked a “NO” against these questions. He had himself seen and heard his staff greet the customers. So the next time a customer marked the feedback form, he observed and then asked the customer “why do you say the staff did not greet and thank you?”

 

The customer sounded surprised.

 

“Did she thank me? I did not hear it – she was not even looking at me when she gave the cash. I did not feel there was any difference at all.”

 

 

 

 

So what is the learning?

 

It is not enough just to say the magic words. How you say the words matter.

 

How should we say the magic words?

 

Just like the Patronus Charm did not work until Harry learnt to focus his positive energy, the magic words would work well when you say it with:

ü  Positive energy

ü  Proper eye contact and body language

ü  An intention to make the customer happy

 

 

Does this magic work? Believe me, it does. I have been a branch manager for several years in various branches and I have experienced it myself.  I have also seen my team interact with customers and create moments of magic, and customers walking out with smiles on their faces.

 

What is in it for you?

 

The best part of this magic is that it is not just customers who become happy – we also get recharged with positive feelings and energy.

 

We can use the magic words with whomever you interact with – family members, colleagues, even strangers whom you meet on the train or bus.

 

Why not create moments of magic for your customers and everyone around you? It costs you nothing, but gives you so much happiness.

 

So what is your story about using magic words? Do share your experiences.

 

Did you like this post? Do share it with your friends to spread the magic of happiness.

 

Look out for the next tip: Two secret ingredients that can add power to your magic and win the customers’ hearts.

 

 

Thank you and have a wonderful day!

 
 

Go Back

Comment