Were you aware that saying things like ‘don’t worry’, ‘bear with me’ and ‘sorry to keep you waiting’ (all common phrases within frontline operations like yours) are setting you off on the wrong foot, before you even begin to influence how your customer feels about your organisation?
WHAT you say and HOW you deliver your message is absolutely of the essence when you communicate on the telephone. Your words and phrases and your tonality can have a positive or negative impact on the receiver AND determine their perception of your brand, especially when all the other person has to go on are your words and how you say them.
When we’re speaking on the phone, we don’t have body language to reinforce what we’re saying. In fact, we lose 55% of the impact of our communication when we talk on the phone, so we need to ensure we develop a language of influence and bury the ‘R.I.P’ talk that so many typical call centres use every day, without thinking of the neutral or negative impact they are having.
In an environment where customer demands are ever increasing, you need to make sure that every interaction is a positive experience – and that begins by speaking in the positive!
Positive, memorable experiences will ensure customers keep coming back to you AND recommend you to others, so delivering remarkable customer service is essential in today’s competitive marketplace!
We have a wealth of experience in the customer service industry and we want to share our know-how with like-minded CX enthusiasts, just like you – to help you and your team implement simple CX strategies that will have an immediate impact and enhance your team’s success.
There are some key words and phrases that are a big No-No in customer service land. We call them ‘RIP Words and Phrases’.
Developing a language of influence that will have a positive impact on conversations is KEY!
I’ve attached a little ‘Blue Peter’ handout (one we prepared earlier for you!) to give you an idea of some of the easy-to-say, positive alternatives for you to try out with your team, so they can bury the neggies!.
To download the guide, simply click the link below.
This guide can also be cut out and pinned on your huddle board for those times when your team feel they need a friendly prompt in what to say. Share it around the team and let’s get positive!