Join Fancy Mills for an in-depth discussion in this video Building rapport through writing: Words, part of IT Service Desk: Customer Service Fundamentals.
- Now that we've talked about style and tone,…let's discuss our third element in written communication,…word choice.…Word choice conveys tone in written communication.…Since we have no voice with the customer.…To build rapport we'll need to choose words…that state our message…simply,…positively,…and succinctly.…There's one word to avoid as much as possible…in all communication.…You.…You can be construed as accusatory and negative.…
It can cause a customer to think…I didn't do anything,…Why are you blaming me?…Let's look at some examples of how we can limit,…replace,…or drop the word you.…So what were you doing when it crashed?…Versus…What was happening when the system crashed?…Who told you that information?…Versus…Where did that information come from?…You'll need to click on the start button first…before you go to the menu button.…Versus…To get into the system,…click on start, then menu.…
I will give you the instructions for changing…the billing interval of your account here,…and you can email me if you need further assistance.…
Author
Fancy Mills
Released
2/1/2017First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 24s
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1. Anatomy of a Contact
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Contact resolution3m 59s
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Contact closure2m 35s
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2. Customer Service Tasks
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Placing a contact on hold2m 19s
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Hold: The DATE process4m 7s
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When to use mute4m 14s
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Escalation procedures: Why2m 28s
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Transfer procedures3m 34s
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3. Language and Professionalism
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Refining our message3m 3s
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4. Common Help Desk Customer Service Situations
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How to say no: the steps3m 35s
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Conclusion
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Next steps1m 5s
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Video: Building rapport through writing: Words