The Five Words To Take Ownership
"I can help you with that." If you confidently utter those words to a customer or an employee who comes to you for assistance, it immediately changes the tenor of the interaction.
To the person on the receiving end, it's a signal of ownership and advocacy--an indication that someone is taking personal accountability for addressing their needs. That makes customers feel heard, understood, and cared for--emotional cues that help cement the memory of the encounter in their heads. Be sure to not just signal ownership, but to actually take ownership.
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