The Power of your Voice
Paula ???? Curley
?Customer Service Pioneer??Columnist, BIZCATALYST 360°??Creative Writer, Poet??Word Jedi Poetess??A soul with purpose is an advocate for the birthright of dignity. Finding My Worth Saved Me from the Worst??#Opism #PaulaG
Did you know you have Power? It’s Your VOICE!!!!!
Social media, mobile apps, and other technologies are increasingly being used by the public in order to engage in the latest and most up to date information. This being said; the call center is and remains the frontline position when it comes to the delivery of customer service over the phone.
The stress of working in customer service can spill over into interactions with customers, coworkers, and others. Keep awareness open and you will be ahead of the game.
"No problem" is not a substitute for the gold standard of "you're welcome."
Simply rewording your language will save the day and make a better customer experience.
How to Replace "No problem"
- "You are most welcome."
- "I’d be Happy to do it."
- "It was my pleasure."
- “Glad to help"
"Sorry 'bout that" is not a replacement for "I apologize."
When an error occurs, "sorry 'bout that" won't work. "I apologize" always helps make a better customer experience. An apology goes a very long way; If not just for the sake of the caller but for the sake of showing empathy. You are not taking the call personally so it’s on behalf of their distress and reason for their call. Show you are listening with the power of the words you have.
Hey, how ya doing?" is not a good greeting, on the phone or in person. "How nice to talk/or see you/or meet you" brings the customer experience to the forefront.
Want to spoil a good customer experience quickly?
Chew gum,
Crack your knuckles,
Cough or sneeze without covering your mouth and not saying excuse me.
All these will ruin a good customer experience.
Using your cell phone or texting at the same time
No excuses (they just say no help )
Please," "thank you" and "you're welcome" will never go out of style. Use them often for that great customer experience.
Listening skills is one of the, if not THE, most important customer experience skill you can have.
Integrity and pride; taking ownership and doing everything you can with YOUR call (without just passing the buck) will provide you with a sense of accomplishment that will fortify your true skills
Just being 'nice' isn't going to create a great customer experience. You're supposed to be nice! Say or do something extra special to make it great. Give yourself a challenge and make it a daily quest.. Try to make someone smile.
Be extra nice; what can you do to turn someone else’s day around?
I am grateful to the power you so respectfully hold and use.
“THE POWER OF YOUR VOICE”
P Goodman Jan 23 2014
Advocate Mental Health & Neuroplasticity | Brain Architect & Future Strategist | Inner Growth & Resilience | Guidance for Victims of NPD | Mentor for Humans in Transition & Global Companies in Transformation | #EQ #TM
5 年The Power Of Your Voice. Have learned a lot right now. Thank you so much, Paula. How inspiring and absolutely necessary to know the etiquette of words and phrases. Paula ???? Goodman
Security Officer
5 年Ouauuuuuuuuuuuuuuuua paula, No more comments, thank you so much.
Virtual Assistant | Customer Service Representative
5 年"What can I do to turn someone else's day around?" It is a great question to keep in mind and I will. Thank you for sharing, Paula.?
??Translator/Interpreter English-French??English & French Teacher-Trainer-Coach-Tutor @IOR Global Services??Voice over, radio presenter, bilingual interviewer ??SingerSongwriter & Producer @Keyakyea ??
6 年Thank you Paula Goodman for sharing this excellent article of yours ???? My customers are my learners and being thoughtful, kind, supportive, appreciative of who they are and the slightest of their progress is, indeed, key to their success! Their success is also my success, as everything is team work. When we begin to understand this and interact with others for the highest good of all, the world is already a better place ?? Thank you for all that you do and are ??