I find topics for my articles in some interesting places. I recently discovered the website, Dailywritingtips.com, a resource to help writers hone their skills. The article that caught my eye was entitled, “85 Synonyms for Help.” As a writer, I found it helpful, and as a customer-service consultant, downright intriguing. Are there really 85 words that describe ways we help others?
The answer, of course, is yes—not only because the English language is rich with nuance, but also because there are countless ways to be of service. It’s reflected in the way we’ve changed the way we engage our customers: “May I help you?” has become, “How may I help you?”
Beginning in alphabetical order, let’s count the ways!
- AMEND: The article defined this synonym as “to help by improving.” We often think making amends is simply apologizing, but that’s not enough. We also need to make things right and then take it a few steps further.
When customers come to us with a complaint or concern, we need to hear them out, put ourselves in their shoes, sincerely apologize, do our very best to resolve the issue and report back on the outcome.
In my classes, as well as in my “Neon Signs of Service,” I use the idea of getting an A in service by applying the 5 A’s of an Apology to highlight the proactive process in making amends:
Agree with the feelings the person is experiencing
Actually Apologize
Ask Questions
Act quickly and take action
Appreciate that they let you know
- BEFRIEND: The definition that’s especially relevant for this word is “to take care of.” Many of us are aware of the importance of caring for their customers. Some of us have even gone as far as changing the name of customer service to customer care.
Of course, juggling words around isn’t enough. Employees need to understand what “customer care” means and how to bring it to life. The question, “How would I treat a friend?” is a good jumping-off point. The answer starts with seeing our customers as real, live, feeling human beings, making a connection and having a sincere desire to help. It means transcending mechanical, transaction-based practices and cultivating relationship-based experiences. While we may not be friends with our customers and clients per se, we can always demonstrate how important they are to us and care for them accordingly.
So now we have two “shades of service” to reflect on. I’ll be revisiting the list to probe into still other ways we can more creatively respond to the question, “How may I help?”