It's pointless to attract and/or capture the attention of a potential client; or to have the most modern methodologies or artificial intelligence and automation technologies in your business – none of that matters if... You are unable to interact in an empathetic and human way with your audience..
Yes, a Good communication is essential for the success of your business.And believe me, even with good intentions, Communication noise can occur. and risk losing everything; imagine when your customer service team isn't well-trained or even your... Chatbots and Voicebots They weren't properly calibrated?!
Here's a recipe for disaster! You and your team think you're interacting with users in the best way possible; they, on the other hand, don't share that same idea. That's why it's so important to always... Invest in testing, analysis, and research to identify quality bottlenecks and communication failures.as well as betting on constant training of customer service teams.
Below is a list of some approaches that should inevitably be avoided in a consultation. Never say that to your client! Follow up.
"You didn't understand what I said."
Not only does the customer service agent underestimate the user's intelligence, but they also place themselves in a position of authority. superior positionkilling any chance of connection and closeness with the other side.
"You're the only person who complained about that."
It doesn't matter. Even if the complaint is completely unfounded, Acknowledge it and say that you will consider/pass it on.The novelty of a complaint should not be a reason for it to be ignored.
"Your idea sounds good in theory, but in practice..."
You simply destroys the customer's idea and any chance of connecting with and gaining valid insight from that statement.
"You shouldn't feel this way."
It is not up to the agent to dictate how the user should or should not feel. Even in highly frustrating situations, one should... recognize the feelings of your interlocutor.
"That's not my problem. That's not my responsibility."
One of the core values of most companies is... responsibility for the wholeThe customer service agent represents an entire brand and business, therefore they cannot shirk the requests that come to them.
"Don't tell anyone I said that."
In an attempt to create empathy and closeness with the user, the The agent goes too far with this unethical approach.If you can't discuss a certain topic with another person, then it certainly shouldn't have been said in the first place.
"No offense, but..."
Do you apologize for to offend the person in sequenceSomething completely reprehensible in any form of communication.
"I once had a client who..."
Giving examples and making comparisons is acceptable, but caution is advised. Be careful not to expose other customers to embarrassing situations. or even leak confidential data and information. Be careful.
"Just that?"
That one The request or problem may seem too simple to you. It may be reasonably straightforward, but for the user it can be a huge problem. By using this expression, you miss an incredible opportunity to quickly resolve a need without belittling the other party.
"Wow, I'm so stupid..."
Any Negative or derogatory mentions of you or your work impact the brand.In an attempt to humanize themselves and generate identification, some agents resort to this tactic, which should be avoided.
"I can do it your way, but I can't guarantee/I don't know if it will turn out well..."
There is no such thing as a company's way and a customer's way. There is no such thing as a shortcut. Simply put... There is a correct way, within the procedure, to resolve a demand. – Don't act unprofessionally.
"I know what I'm doing."
In this case, by using that phrase, you are placing himself on a pedestal of superiority, thus eliminating any chance of connection and rapport with the client to the point of sounding rude.
"No" [at the beginning of any sentence]
This is controversial and should not be taken as absolute, but In general, starting several sentences with a negative puts you in a position of intransigence and inflexibility.Therefore, try to be more flexible or give more consideration to the points presented.
"I don't know"
Perhaps one of the most complicated points to deal with. After all, the customer service agent (or even the Artificial Intelligence), however good they may be, don't know everything. So, Instead of saying something foolish or completely wrong, it's better to admit ignorance.However, repeatedly saying "I don't know" can be awkward or sound like a lack of commitment on the part of the company. Opt to admit your lack of knowledge. But let them know you will look for answers to the case and get back to them with the information.Show yourself to be human and proactive.
It's important to say, above all, that there is no "silver bullet" when it comes to customer service. Customer service is communication.And as we know, Noise and glitches can (and will) happen.The biggest tip is put yourself in the customer's shoes and show empathy..
And as we said, this also applies to your customer service botUltimately, its interaction will only be as efficient and effective as its development and maintenance. Simply creating a chatbot and/or voicebot and leaving it without supervision and curation can backfire. Here at [Company Name] Matrix Go, for example, We have a dedicated consultancy. to achieve the main business objectives of companies with the help of the most modern automation and Artificial Intelligence technologies.
Learn more about Matrix Go solutions. Talk to a consultant: 0800 604 5555
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