Tag Archives: managers

Words that Work

Today’s guest writer is Mary Shores, president and CEO of Midstate Collection Solutions, Inc. based in Champaign and creator of the “Words that Work” principle of customer service.

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If you think your customer-service scenarios are bad, let me tell you about mine: I own and operate a collection agency! Any situation involving stressed-out people and their money can be a nightmare, but once you add in the stereotypes and the fact that collections is one of the most reviled industries in the world, you’ve got a recipe for disastrous outcomes. Let’s face it, people hate us more than they hate going to the dentist!

What I have found, however, is that a collection agency is the perfect testing ground for refining customer-service skills. “Words that Work” is a customer-service philosophy I developed in the lab of my own company and have used with success. So, if I can make these customers happy and obtain positive results in my industry, think of what Words that Work can do for you! (After all, do you want a soldier who has only experienced boot camp or one who has been battle-tested?)

Consider this: A happy customer is a walking billboard for your company. Take Harley Davidson as an example. They call their customers “disciples” for a reason. Harley Davidson customers wear their logo, put it on their other vehicles, even tattoo it on their bodies. Heck, I know people who do this who don’t even own a Harley! I want to help you get on the path to creating your own disciples.

Words that Work:

  • Improves customer service outcomes.
  • Effectively diffuses angry or upset customers.
  • Builds trust and rapport.
  • Empowers your staff.
  • Creates consistency.

My philosophy features a three-step manifesto:

  1. Stop Staying Negative Words
    Negative words like “no”, “can’t”, and “unfortunately” reinforce a negative outcome for customers and incite them to do battle with your company. I will teach you what words to stop saying and why they can impact a customer so strongly.
  1. Start Using Words that Work
    Using language that supports the solution rather than the problem is the way to greatly improve the outcomes for your customers and your company. I will teach you what words to use, how to respond in different situations, and how to build consistent results.
  1. Always Say What You Can Do, Not What You Can’t Do
    Build trust and confidence while you create effective solutions for your customers.

Starting in January 2016 at Parkland College Business Training, I will teach you how to never say no and how to create solutions and have them in place to readily resolve customer-service issues. To hold your seat for my session, register here now!

***Words that Work has transformed my business and has changed my life and the lives of my employees and workshop attendees. When I saw the need for this kind of teaching and its applications, not only in business but in personal life, I wanted to reach as many people as possible. I started writing the book Words that Work this year, and it will be published through Hay House Publishing in 2017. If you’d like to follow my progress and receive my monthly newsletter packed with coaching exercises, sign up at www.MaryShores.com.***