Significant Stat: Reduce Customer Effort

Avoiding negative words like “can’t,” “won’t,” or “don’t” can reduce Customer Effort Scores by 18.5%. (source)

Thoughts from Jennifer Blackmon, Corporate Director, Culture Transformation The Ritz-Carlton Leadership Center:

When it comes to the psychology of service, language can be a pivotal tool in determining the success or failure of what we call a “moment of truth” with your customer. This is especially true when facing a difficult conversation with a customer. Every nuance will make an impact. Using words that appear negative may alarm an already distressed customer. From the customer’s perspective, it may seem as if you are putting roadblocks in front of solutions. One of the service values at The Ritz-Carlton focuses on the power of projecting a positive image in language, appearance and behavior. We conduct continuous training highlighting productive and positive ways to deliver what might be perceived as bad news. Unfortunately, there are times when organizations have to manage unrealistic expectations but managing customer concerns with empathy and a positive outlook will ensure a loyal customer for the future. 

The Ritz-Carlton Leadership Center offers advisory services, courses and presentations to organizations that wish to benchmark the award-winning business practices of The Ritz-Carlton. Your organization can learn about The Ritz-Carlton methodology for customer service, employee engagement and leadership development. We also guide organizations through a multi-step process in order to achieve sustainable culture transformation.