When working in customer service, language is vital and plays a key role. The way customer service agents speak and communicate with customers is an art, and far more than a simple conversation. It is important to come across as positive, as it builds trust, makes customers feel at ease and can ensure efficient problem solving. Here are four tips you can follow to ensure positive customer service language in your business.
1. Avoid negative phrases
There are plenty of negative phrases that can be used in a call centre, these are a sure way to provide a bad experience for the customer. Unfortunately, without due thought and care, these phrases can simply slip out. Negative phrases might include “I don’t know”, “I can’t find this” or “we can’t do that.” Always try to find the positive alternative to such phrases, such as “let me find out” or “I will do all I can to help with that.” You’ll notice a huge difference in the overall tone of your calls.
2. Be positive and empathetic
When dealing with customer enquiries or complaints, it is important to remain positive, but empathetic too. Show empathy to the customer for their issue or situation, while using positivity to put their mind at rest and show that you are going to help. Always remember to speak with a smile.
3. Don’t use company jargon
Always remember that not all customers are going to know the ‘jargon’ that is custom within your company. Using technical phrases with little or no explanation can leave the caller feeling confused and frustrated and makes for an instant negative atmosphere.
4. Be clear, relevant and concise
Speak clearly and always keep conversation relevant. While you can be polite and engaging, keeping on topic helps all issues to be resolved quickly, with no confusion. Keeping things concise ensures that both caller and agent know what is going on at all times.
To make sure your business offers the best possible contact centre service, then speak to Frontline today. Our professional team offers outsourced customer service of the highest standard.