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Post by shiyabul on Aug 20, 2024 22:30:45 GMT -8
Frustration fuels escalations, delays, ugly social media blasts, reductions in retention, and potential loss of market share which ultimately damages profitability. “A PESSIMIST SEES THE DIFFICULTY IN EVERY OPPORTUNITY; AN OPTIMIST SEES THE OPPORTUNITY IN EVERY DIFFICULTY.” —WINSTON CHURCHILL I propose that positive word choice, also known as “transformational vocabulary,” be considered a strategic communication option. This is a must-have rather than a nice-to-have. Are your coaches able to coach to such a skill? Job aids with “positive https://lastdatabase.com/ phrases that work” is a start, along with proper coaching to contextualize the use of the phrases and to inspire the use of words that manage the interaction. For example, if a caller says they are “frustrated,” a well-trained agent can literally reduce the intensity of the caller’s emotions by responding, “I understand your concern. My thinking is that if agent education included a distinct leaning towards “Here’s what I can do” it would spark and foster critical thinking. Communication practices in which conversations are guided through a lens of possibility (CAN) provide for a more thoughtful engagement. This results in a “branded experience” that contributes to the desired Customer Experience. The use of CAN does not mean saying YES to every request made by a customer.
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