HOW TO USE EFFICIENT LANGUAGE TO COMMUNICATE WITH CUSTOMERS
Surely, all of us have heard the saying “Speech does not cost money to buy, choose words to say to please each other”. In daily communication, we always need words, and use them as a thread connecting people with each other.
There are many people who have succeeded by knowing how to use words effectively, there are also people who have to miss their opportunity when using words poorly. The importance is that, but how to use words skillfully and flexibly in the conversation? Especially for your loved ones, colleagues and customers?
Causes of ineffective use of language.
What are the causes of ineffective use of words in communication?
Let’s keep an eye on the following common causes:
Vietnamese dictionary is very rich and diverse, many words can express the same meaning, conversely, one word can understand many different meanings. The lack of vocabulary will lead to “secret words”, misinterpretations, or content that is not rich and unattractive.
For example: Expressing a sentence that means “father”, you can also use words like “dad, teacher, tia, ba,…”
To overcome this cause, you can practice by viewing more books, newspapers, or socializing more.
Don’t know how to flexibly organize sentences.
In other words, you have added or removed elements in the sentence that are not appropriate. This cause will lead to the result that the listener misunderstands the meaning, does not understand enough.
Example: In class, the teacher says “Close the door for me”, this sentence is missing the subject and the place. At this time, students will not understand who the Teacher is asking for help to close the door. This sentence can be corrected as follows: “Ngoc close the door to help Master”.
Or for example, in the switchboard, the operator tells the customer “Hold the phone, I will check”, this sentence is missing the subject and honorific, leading to the customer understanding as if they are giving them an order. This sentence can be edited as follows: “Please hold the phone so I can check my information”.
So to overcome this situation, you need to consider before speaking, make sure the communication sentence has enough components in the sentence, not redundant, not lacking.
Use language that is not appropriate for the communication context.
Each communication context has a different characteristic, and there are rules and levels that need to be followed.
In case the context is a call center, what are the context rules to follow?
4 principles of using words in customer service.
There are 4 principles of language use, including: Concise, specific, positive, common
The principle of concise language.
Need to express directly, avoid rambling and long, focus on the main ideas, do not use redundant words, do not repeat words, repeat ideas.
Words to avoid such as: That, then, is, that, ie, means, for example is,..
Specific wording principles.
To use specific language guidelines, you need to provide your customers with accurate information about time, numbers, people, and apply the 5W1H principles.
- 5W here is: Where, Why, Who, What, When
- 1H is: How.
Use clear words, avoid words that mean “generic” or obscure words that can have different meanings
Words to avoid such as: About, maybe, maybe, actually, maybe , problem,…
Example: I will contact you soon. With this sentence, “Early time” has not been specified, so customers will not know exactly when.
Or: Maybe next week the company will launch the program at this time. Customers will not know exactly whether the program will take place or not.
- Focus and words that create positive emotions, e.g. Will, soon. You can say to the customer: I’ll help right away!.
- Use affirmative words, prompt action.
- Words reduce avoidance in bad situations.
For example: Customer calls the switchboard to make a complaint – You can replace the word complaint with other words such as: Your situation, Or your problem, .. Avoid using “Complaint of yours”. Siblings”.
Rules of common language.
- Do not use local words
- Do not use professional words (Except for specific industry cases)
- Do not mix Vietnamese and foreign languages. For example: Instead of you saying “Please hold the phone, let me check the information”, you should say “Please hold the phone, let me check the information” will be more appropriate in this context.
- Do not use slang words.
The words used in customer service often have a positive connotation and play an extremely important role in communication over the phone. Therefore, you need to try to improve your knowledge to know how to use sentences appropriately and arrange them in your head flexibly so that communication with customers will become effective. and simpler .