It’s how you say it

This is a good activity that will help you clarify to participants that the way they say things to customers can have a dramatic effect on what the customer perceives.

The exercise is simply to have each person/team repeat the question “How can I help you?” but in a different way to give a different meaning every time as follows:

  • A sincere desire to help the customer
  • Irritation that you have been interrupted from some other, more important activity
  • Lack of interest in being of service to the customer
  • Feeling that someone else should be helping the customer
  • Feeling that you should be helping someone else
  • Impatience
  • Snobby attitude
  • That you are rushed for time
  • Lack of confidence
  • That you are having a really bad day

Encourage participants to give it a different meanings by changing the tone of voice, voice inflections, emphasis, and emotion