Communication is an art. In the service industry communication itself, is an art that inspires, persuades or convinces the listener. We deal with not machines or equipments, but with ‘people’. Customers are people with emotions. Customers go to the employees ( Reception, Front Office, Ground Hostess, Flight Stewards etc) for information, queries and to express their satisfaction or dissatisfaction. Effective Communication determines the level of satisfaction attained by our customers.The employees in the service industry have to be tactful and empathetic to their customers as their communication skills have the chance of enhancing or hampering the image and reputation of the company.
Words have the power to build or destroy communication. Words which must be avoided in the service industry are:
1. BUT
The word ‘ but’ when used with customers shows aggression and disagreement. Use the word ‘however’ instead.
2. BUSY
This word demonstrates ‘disinterest’. Say “I’ll be with you in a minute”.
3. TRY
The word ’try’ suggests one is unsure and insincere. Use ‘ensure’ instead.
4. PROBLEM
Usage of this word suggests negativity and one must remember that everyone has ‘problems’. Using the word ‘situation’ suggests that you are willing to find a SOLUTION.
5. PLEASE
When used at the end of a sentence, the word ‘please’ often sounds like an order. To make it sound like a genuine request please use it at the beginning of a sentence.
Few of the Power words to enhance communication is “Yes”; “Thank You” ; “ Certainly” ; “ Delighted” ; “ Charming” ; “Wonderful” ; “Grateful” ; “Pleased” ; “Kind” ; “Cheerful” ; “Excellent” etc. Am sure you would find many more such power words!
Food, Books, Music and Life! 
Very interesting post! Indeed, sometimes a play of words can do wonders.
Very nice….