Ask The Telephone DoctorNancy Friedman, The Telephone Doctoreffective words, ineffective words, customer service
Exclusive to The Mortgage Press
Our question of the month is ...
Dear Nancy:
Are there certain words that sound more effective than others? I
seem to lose control of the conversation and I'm wondering if it's
due to the lack of use of certain words. Thanks,
-Sam Schecter, Southern Mortgage
Miami, Fla.
Hi Sam! To answer to your question, yes, there are definitely
effective and ineffective words when engaging in conversation.
Sadly, many salespeople too often use ineffective words without
knowing what they are. At Telephone Doctor Customer Service
Training, we call them "weak, wimpy words," or as we refer to them,
"WWWs."
If you've ever told anyone, "I'm just calling to see how the
loan is coming along," or, "I think you'll be pleased with the new
information I have," you are using weak, wimpy words. "Just" and
"think" are only two of the WWWs.
Read the sentence without those words and notice how much
stronger it becomes. There are many other WWWs, and you'll start to
recognize them now that you're aware of them.
Another WWW area is to tell someone, "Well, to tell you the
truth," or even, "Can I be honest with you?" I always say, "No,
please lie to me!" These are sentences that never need to be
stated!
Strengthen your calls and your message, and eliminate the
WWWs!
Thanks for writing.
Please submit your questions for Nancy Friedman, The
Telephone Doctor, to
[email protected].
If your question is selected as a question of the month, you will
receive a free copy of The Telephone Doctor's book, "50 Little Tips
That Make a Big Difference."
Nancy Friedman, "The Telephone Doctor," has spoken at the
past three National Association of
Mortgage Brokers Annual Conventions and is president of Telephone Doctor Customer
Service Training in St. Louis, Mo. Nancy is a frequent speaker
at meetings and conferences worldwide. She may be reached at (314)
291-1012.
