Small shifts in the words frontline reps use can have an oversized impact on the workplace and customer interactions.
In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers, coworkers, and even in their self-talk.
An often overlooked source of negative language is customers. Reps are trained to mirror the language of the customer in order to build common ground and rapport. “One important time to ignore this guidance is when the customer is using negative language,” say the editors. “You simply don’t want that negative language to become yours.”
They offer this example: A customer calls to say that there is a problem with her order. The first reaction might be to say something like, “Wow, it looks like we have a problem here.”
Instead, avoid using the word “problem” and rephrase like this: “I understand the situation. Here’s how I can resolve this.”
More tips for stamping out negative language appear in the May issue of Customer Communicator, the newsletter for frontline reps.