13.4 How to and how NOT to communicate to our customers/clients/partners/guests...
 
 
Last Approval by: Sne┼żana Jovanovic, 19/Oct/17
Last Update by: Nicolas Schmid, 9/Nov/16
Mandatory

Respect the rules below when communicating to our clients/customers/partners - it is not only politeness, it is also your responsibility!

DOs (means say!):

 

  • I can take care of this for you in no time at all
  • I’m going to personally make sure this gets resolved for you
  • This is a little out of the ordinary, but I can handle it for you
  • I’d be happy to help you with this
  • I’m not sure, but let me find someone that can help you
  • What can I do to make this right for you?
  • We stand behind our products, so this won’t be any trouble
  • You don’t have to wait, I can take care of it now
  • We’ll be there today to make this right for you
  • Your satisfaction is our top priority. What can I do for you?.

 

DONTs (means don't say!):

 

  • The computer won’t let us do that
  • I don’t know and don’t care
  • You’ll have to call or come back later
  • We can’t take care of that here
  • That is not my responsibility
  • I can’t help you with that
  • You’ve called the wrong number.

 

Responsible for: All EMPs.