How many times have you heard something similar to this in a
customer accomadation situation?

Customer: Why dont you just do it this way, and it will take
care of the situation.

Customer Service Person: I understand what you are quote, but
we might to do it this way.

Then the situation magically goes downhill from there and it is
difficult to win back the customer.

What Happened?

The customer accomadation human used the one word that has a
powerful negative effect when dealing with customers. The one
word, if you may imagine, brings out the horns on the customers
forehead, turns his face red, tightens his teeth, and clinches
his handsthe word is but.

This is because but is an exclusive word. The make use of of but
negates everything that was said previously by the customer.
The customer then feels alienated and disrespected. It says to
the customer, You discounted or ignored everything I just said
and you are going on with your agenda. Well, you do not respect
me, so I wont respect your solution.

The Solution

Replace the utilize of but with this powerful, positive word that
will make the customer feel like he is are a part of the
solution, put a smile on his face, and change the mood to the
positivethe word is and. And is an inclusive word. If you
consider it, and in math equals the function of addition.
The use of and says to your customer, I assessment of worth what you just
said, and we will take that into consideration as I share my
solution with you.

Remember, 90% of satisfying the customer is building the customer
feel like you are listening to them. The make use of of and says to the
customer I am listening to your input.

Lets apply this to the above scenario:

Customer: Why do not you just do it this way, and it will take
care of the situation.

Customer Service Person: I understand what you are saying, and
we can to do it this way.

As you can see it is a more positive response to the customers
feedback. Instead of the customer being on the opposite side of
your solution by using the word and you create a bridge for the
customer to cross to consider your solutions. Bottom line, your
customer is more likely to quickly accept your solutions.

So, if possible, record yourself in a conversation so that you
can see where you are using but. Then work at substituting and
in place of but. It can feel a little awkward at first.
However, the more you utilize and the smoother it will sound and you
will see immediate results. The benefits are less stress for
you, positive customer accomadation situations, and happier
customers. Remember, leave your buts behind and you, too, will
provide sizeably good customer service.