More often than not, any call centre job will require a candidate to have excellent customer service skills and a happy customer is always the desired outcome of any phone call. If you want to be on top of the customer service game, here is another top tip to help you deliver excellent customer service.
Use Postive Language
Using the right words in the right way can dramatically change the way in which a call with a customer will develop. Positive communication is key to keeping a customer happy and simply rewording a sentence can completely change the outcome of the call.
An example of this is as follows:
Problem: Product out of stock
Negative response: “Unfortunately I can’t get hold of that product until next month. It’s on back-order and not available to order today”
Positive response: “Great news, the product will be available next month so I can place the order for you right now and make sure that it is dispatched to you as soon as it reaches our warehouse”
Using the above technique, you are immediately putting the focus of the conversation on the solution, not the problem and reduced the chance of the customer being dissatisfied.