HOW LANGUAGE HELPS YOUR CS REPS IN THIS TIME OF COVID-19
As this pandemic extends, in the sense of time and duration, various departments in most companies are now struggling in running day-to-day tasks. Customer service departments especially are now being challenged in dealing with anxious and frustrated customers complaining about insurance, bank accounts, investments, and, even, their wifi connections.
Most of the customers call customer service due to “unsolvable” problems on their part, so it is beneficial for your reps to learn basic language techniques that provide the customers the feeling of being heard and supported, instead of reps just telling customers the usual “I can’t help you but let me redirect you to people that can.”
Using phrases such as, “Let’s work this problem together,” or “I’m here to help you,” would help to make the customers at ease and your reps would be able to provide the kind of service that ensures a satisfying customer experience during this time of COVID-19.