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Much of our training here at PhonePRO is focused on how to change a negative customer service situation into an opportunity for positive change and meaningful, win/win interaction. Part of that shift involves language. How many times a day does your staff use the negative in their communication not only with clients, but with each other? In any context, negative language closes doors-and rapidly shrinks the number of options available for resolving a conflict. To illustrate, consider your own experiences. How does it make you feel to hear phrases like “that’s not possible” or “why didn’t you…”, or even the old standby, “I’m sorry, that’s not our policy?” If you’re like most folks, those phrases feel pretty awful to hear. They rapidly polarize communication into a win/lose situation that is never effective in providing the very best customer service experience. Simply adjusting one’s language to emphasize the positive can make a huge difference in any interaction with others. PhonePRO offers training in effective, constructive communication techniques that will allow your employees to not only make every customer feel acknowledged and validated, but to defuse potentially serious conflicts that otherwise can derail the reputation of any service oriented business.
