All posts by Renee Seltzer

Using the Right Words: How to Sound Positive When Working in a Call Center

By: Renee Seltzer

“Hello, how can I help you?”

In the beginning there is the greeting and a question. That’s how you should begin each and every call.

Negatives-Positives

Words are powerful, especially when it comes to customer service. As a representative, you want to be sure to use the best words possible to deliver the best service possible.

There are plenty of phrases and words you can use that will ensure you provide the customer with the service they are looking for.

Such words will show your client that they are in good hands, that what they say matters and that what you deliver is what they want and need.

You want positive words that will make the client feel that you have their best interest at heart and in mind.

Positive Words

·      Absolutely

·      Certainly

·      Fantastic

·      Of Course

·      Right Now…

 

Positive Words in Action

·      “I absolutely understand…”

·      “I can certainly assist with that…”

·      “That is a fantastic suggestion…”

·      “Of course, that’s why we’re here…”

For more information on Positive Words.

It is always suggested, when on a call, to smile. Smiles aren’t just visual; they translate through voice. To give the best service, smile.

The Meaning of Positive Words

Absolutely…Positive Vibes Only

Absolutely positively conveys that you are listening and that you agree. You are letting the caller know that you are actively meeting their needs.

Certainly…

Certainly conveys that you are listening, that you are agreeing and that you are positively addressing their concerns.

Fantastic…

Whether referring to a service you provide or agreeing with a customer; nothing says that your service is great like the word fantastic, which positively conveys your message.

Of Course…

Costumers love to be certain that they are being heard, that they are getting the services that they want from you. Using of course, in a positive way, will convey this message.

Right now…

Immediacy and action: that’s what the client wants. They don’t want to wait on the phone, they don’t want to deal with too many automated services; they want service and good service at that. Using right now to express their needs is a way to both agree with your client and express to them that you know what they want is good service.

So be sure to keep these positive words in your arsenal when you communicate with your clients. These will help drive sales, drive service, keep customer satisfaction and demonstrate to your client that you are listening and certainly ready to serve them.

Phrases

Supplying great service doesn’t stop here. It begins here. There are useful ways of communicating with your client using phrases to emphasize, empathize and sell. These phrases will help create a unique bond between you, the service provider and the client. These will help stimulate welcome feedback.

•    “I will surely ensure that…”

•    “What I can do for you right away is ….?”

•     “I’m sorry for the inconvenience that you have come across, what I can do for you is …….”

For more on positive phrases.

Just as much as positive words are an important part of creating great service; negating negative words is important, too. In other words, it is real important to stay away from using negative words and phrases that will create a bridge between yourself and your client.

Words and phrases that you shouldn’t say are what follow.

“Just go to our Website…”

“I don’t know…”

“That’s not my department…”

“That’s our policy…”

For more on words and phrases you shouldn’t say checkout.

In the end there’s a farewell and a question.

That’s how the calls should end. You want to leave each call with a kind, positive, helpful note. This will be the last contact you’ll have with your client. Make it a good one.

When closing a conversation always ask if there’s anything you can help them with.

“Is there anything else I can help you with?”

How can RolCall help grow your business?

About RolCall

Now, how can we help you grow your business?  RolCall is a 100% US-based Contact Center Solution headquartered in Hollywood, Florida.

Our Staff is our life-blood. We love our clients, but we love our staff more. Happy staff = happy clients. We believe in fostering personal and professional growth with our call center reps.  We provide on-going coaching, support and fun in our center.

Call centers are nothing new, but finding one you can trust is tough. We invite you to learn more about our services and our overreaching commitment to your success. If you are successful then so are we!

Contact us today to get a customized quote or call (866) 765-2509.

 

How to Use Positive Words In a Call Center