Researchers have found that after the initial greeting, customer service reps are seen as more helpful when they use concrete or specific language.
The March issue of Customer Communicator, the newsletter for frontline reps, includes four customer service tips that are backed by recent research.
This includes the benefits of using concrete or specific language. “Including more details in the conversation suggests that the rep made the effort to pay attention and understand the customer and the situation,” say the authors.
For example if the customer asks, “Can you tell me the status of my order?” The rep might answer, “Yes.”
A better and more specific answer would be, “Yes, I can look up the status of your order right now.”
“Abstract language might be easier to use,” say the authors, “but customers will react more positively to concrete language.
More research-backed tips for service professionals appear is in the March issue of Customer Communicator, the newsletter for frontline reps.
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