Communication and sales Watch your words! When working with customers who express their concerns, words can greatly hurt you or help you. Some examples are listed below. Worrisome words that "up" the irritation factor: can't all we can do can't help you it's company policy you should have you have to Soothing words and extreme courtesy calm the "emotionally challenged": 1. Ask what they want: "What would you like for us to do?" "What will work best for you?" 2. Be courteous and caring: "Let me take care of that for you." "Would you like to use our telephone?" "Please forgive me, but I must ask again. . ." 3. Take responsibility: "Give me a few minutes and I'll get to the bottom of this." "I apologize for that misinformation, here's what I can do. . ." "Our hands are tied by federal law, but here's what I can do. . ." Even if rules, regulations, or company policy stands in your way offer personal help: "Even though the company can't replace your product, I feel badly about your experience, and here's what I would like to do to help you." 4. Take action: "I want to get down every word you're saying. . ." "Let's take care of this right now." Source: "Watch Your Words!" How to Deliver Exceptional Customer Service, Fred Pryor Seminar Workbook of Scott Perry , Foust, 2002