Internally you probably use technical jargon when discussing service issues. But to customers, those words and phrases may be unclear and off-putting, creating a wall between you and the customer.
The January issue of Customer Communicator, the training and motivation newsletter for frontline reps discusses how to cut down on unwanted jargon.
The first step is simply to recognize jargon when you hear it, or use it. Next, try these steps:
- If you frequently use technical terms, develop user-friendly ways to express them.
- When you must use technical language, check with the customer to ensure that they understand. For example you might say, “Was that clear? I want to be sure that I’m explaining this properly.” This type of phrasing works well because the rep is assuming responsibility for the communication.
- Determine the customer’s level of understanding at the beginning of the call. For example, “How familiar are you with …?” or “Have you done this before…?”
More tips for improving service with the right words appear in Customer Communicator.