PP 611: The Words You Say and How You Say Them With Greg Alcorn
Quick Show Notes – Greg Alcorn:
“It’s not just what you say but how you say it.” – Greg Alcorn
The words you say, and how you say them, have the potential to change a person’s experience with you greatly. Simple words like, “thank you”, “just” and “no” have more power than you may think.
Want to know how to say more with less words? Listen as Kim Sutton and Greg Alcorn dig into everyday dialogue, and the slight shifts we can make to create a massive impact.
Highlights:
2:27 Greg’s goal in every conversation
3:48 The micro is the macro
5:19 Reframing the end of customer service conversations
8:13 WIIFM
14:52 Sorry but not sorry
15:58 Diminishing the thank yous
20:14 “Maybe later”
22:33 How to say “no” without saying “no”?
26:12 Stupid things people say
28:54 “How are you doing right now?”
30:15 “I help…”
32:37 Getting rid of fluffy text
Resources – Greg Alcorn:
Inspirational Quotes:
“Your customer is listening to one radio station, WIIFM, ‘What’s in it for me’, is what it stands for. We try to use the language that will make sure that there’s a level of empathy with each and every phone call and to be able to hear them and let them know that we’re hearing them.” ~Greg Alcorn
“It’s not just what you say but how you say it.” ~Greg Alcorn
“You can be a “you” person or a “me” person.” ~Greg Alcorn
About Greg Alcorn:
Greg is the Owner of GCS, a customer service agency which engages in over 30,000 conversations a day. In addition, he is the author of “The Seven Dumb Things We All Say.”
Website: https://www.gcsagents.com/
Twitter: https://twitter.com/gcsagents
Facebook: https://www.facebook.com/GCSAgents/
YouTube: https://www.youtube.com/channel/UCfM0rqYgCnXo27S9NUb9NeA
LinkedIn: https://www.linkedin.com/company/global-contact-services/
EPISODE TRANSCRIPTION:
Coming Soon!
