What Do Pronouns Have To Do With Service Recovery?

Posted by Kristin Baird on February 11th, 2016 • No Comments »

Don’t panic, this isn’t a grammar lesson. My last blog was on service recovery so I thought I’d continue the theme with the importance of using the words “I,” “we,” and “you” appropriately in service recovery.

“I’m sorry that happened,” is a great way to show empathy. Using an “I” statement helps make a direct connection, shows empathy and ownership.

“I can understand why you are upset.” Again, an “I” in this statement can build empathy especially when bridging to “you,” with the word “understand.”

“You are very important to us. We are all committed to delivering the best care.” The use of the word you, makes it personal. Saying “we” is affirming that the patient can expect the same high level of care from each member of the team.

Three little pronouns, when placed in the right hands, at the right time, is a prescription for successful service recovery.

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Baird Consulting


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