Suite Exchange Sponsored by ResNexus

Customer Service Phrasing


By Nathan Gawlik
Nathan Gawlik's experience includes being a General Manager of a Hampton Inn and other front line roles such as a Banquet Captain, Front Desk Agent, Housekeeper, Catering Event Manager, and Director of Sales.

Customer Service Phrasing


By Nathan Gawlik

It can often be difficult to find the right wording when dealing with many customers at the same time. When we get flustered, language tends to be the first thing to go. That is why I've provided suggestions below to help set good habits and proper phrasing. This way, when things do get rather hectic, you can speak with poise and confidence.

shouting
It may seem trivial, but language matters, and the more we practice the better we are. Front Desk Agents tend to be low skilled, low wage and often seasonal positions. These entry-level roles often don't come prepared with years of customer service experience.  It is important for you as the manager, to prepare your staff for success by detailing your expectations. Here are some suggestions to get you started but remember, your brand is your brand. 

Over the years, I recall working for numerous different management companies. Some, don't have a standard for answering the phones, for example, not even requiring staff to state their name. While others were very particular. It will be up to you to pick and choose how you prefer your property and your brand to be represented. Be thoughtful and consider what the phrasing you select says about your brand in the public eye. Remember, how a staff member addresses a guest maybe the first or last impression that potential customer has with your organization. Put your best foot forward and don't assume that there is consistency among your associates. 

Phrases to avoid and why

  • Not a problem" - implies there is a problem
  • "You bet" - informal
  • "No!" - everyone's least favorite word
  • "Are you checking in?" - assuming. Not service-oriented
  • "Are you checking out?"
  • "What can I do for you?" - informal
  • "How can I help you?" - fine but could be more formal
  • "You'll have to..." - forceful language
  • "It's not my job." - not helpful or service-oriented
  • "I don't know."
  • "Wait your turn" - overly direct
  • "That isn't my department." - not helpful. Doesn't seek to solve issue
  • "I can't do that. Our policy is..." - doesn't take responsibility
  • "We always get complaints about that." - implies we don't care about guests
  • "She stepped out and went to the bathroom." - informal
  • "I have no clue why that was changed. It was my management's decision." - unsupportive of the team. If you don't know why a change was made: ask
  • "You're the sixth person that's complained about that today." - implies we don't care about guests
  • "I'm new and they didn't really train me." - not helpful
  • "It's not my fault you're having a bad day." - profoundly rude and insensitive
  • (check-in) "Are you all together?" - implies a relationship 

Ring bell on a hotel desk
Avoid providing inaccurate information. Don't assume you know the answer. If you haven't been trained on a particular question, ask before telling the guest the wrong information.

I was new to an area and I once told a guest that a destination was just over an hour away, when it was nearly two and a half hours. They weren't happy upon their return. 

Positive phrases and why they are more effective

  • "It is my pleasure"
  • "How may I be of assistance"
  • Replace the word "help" with "assist"
  • "May I..."
  • "Help me understand how I can make this right"
  • "Thank you for your patience."
  • "I'll be with you in just a moment"
  • "Welcome back!"
  • "That is a great question, let me find out for you"
  • "Enjoy your stay."
  • "It's my pleasure."
  • "My name is___. Please let me know if there is anything else I can personally do for you during your stay."
  • "Here's what we can do."
  • Instead of saying no, "I apologize for your inconvenience."
  • "I can understand your frustration."
  • "I would feel the same if this had happened to me, rest assured we will get this corrected"
  • "Your feedback is enormously valuable to us so we greatly appreciate you taking the time to..."
  • "May I suggest that you..."
  • "My name is __. I'll will make certain that this gets resolved quickly for you. I'll give you a call back in X minutes with an update."
  • "So that I can better assist you, it would be marvelous if you could please..."
  • "From what I understand, [describe issue] and would doing X fully resolve this for you?"
  • "While I can' do X, as the moment what I can do is Y. How does that sound?"
  • "Pardon me..."
  • "She isn't available at the moment. Can I offer you a bottle of water while you wait?"
  • "I'd like to give you a call back with an update just as soon as we have one. When would be the best time to reach you?"
  • "One of my favorite things here at this property..."
  • "What can we do to make this right for you?"
  • "Our goal is for you to have a wonderful time during your stay with us."
  • "It's been a pleasure having you as our guest."
  • "Please come back and see us again."
  • "Thanks so much for the heartfelt compliment. I'll be sure to share that with our team. Please feel free to share your thoughts online, like TripAdvisor or Google+"
  • "Do you have a separate reservation?"

can on a string

In Practice

I did a word association game during a department meeting with our staff using the above examples.

I provided lunch - always a crowd pleaser ~ and asked the staff to brainstorm, meaning no wrong answers, what came to mind when using the first list of examples. For each example, three or four other examples would come out that were less than pleasant. I then put it on the staff to consider better alternative phrasing.

The list of positive phrasing was the result of our exercise. I posted both phrases to avoid and positive phrasing in our Survival Guide binder for all the staff to reference. In this way, all new staff members wouldn't be left behind. Within their first week of employment, all staff members referenced the survival guide for their department. I then tested them on their retention of its contents.

Summary

For many working in the service industry, they see the job for what it is: a low skill low wage job. As an owner or manager, it's your job to take the guesswork out of their job. The easier you make the job for a line staff the more pleased you will be with the results. I have found that when the staff aren't stressed, then they are happy. If they are happy your guests are happy. Customer service can be a thankless job. Providing your staff with the tools they need to succeed is more than half the battle. It may seem trivial,  but language matters, and the more we practice the better we are.
girl reading on her phone
MARKETING
various digital icons
OPERATIONS
woman presenting in front of a class
CASE STUDIES
wooden chess pieces
THEORY
young woman with cell phone
MARKETING
man clicking buttons
OPERATIONS
woman speaking in front of crowd
CASE STUDIES
horse pieces chess
THEORY
Sign up for our newsletter