From the course: IT Service Desk: Customer Service Fundamentals
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Refining our message
From the course: IT Service Desk: Customer Service Fundamentals
Refining our message
- Now that we've discussed word choices, tone, and body language, let's look further at refining our message. First, a concept that is central to refining our message is learning how to avoid using what are called filler words in our conversations with customers. Filler words add no real value and may even confuse customers. We use them often to give us time to think about what we're saying or when we're nervous or unsure. We might also use them because we don't truly understand how they devalue and negatively impact the message. In your next conversation, really listen for these words. They're everywhere. Our minds typically filter them out to some extent, but they are quite prevalent. Examples of filler words include the usual suspects like Uh, Um, Okay, Like, So, But, Really, Ya know, I mean. Although these words aren't inherently bad or negative, they can detract from the message. We have to think about our message and what we'd really like to convey to our audience and work hard…
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Contents
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The value of building rapport with customers3m 53s
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Building rapport over the phone, part 14m 46s
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Building rapport over the phone, part 24m 46s
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Building rapport through writing: Style4m 55s
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Building rapport through writing: Tone2m 47s
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Building rapport through writing: Words3m 33s
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Building rapport face-to-face4m 40s
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Refining our message3m 3s
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How to effectively manage conflict4m 59s
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