List the words of courtesy that we use in our daily life.explain the purpose of using it.
Answers
Answer:
Using words and phrases that reflect common courtesy will keep customer–advisor interactions respectful and consequently improve rapport.
Here is a run-down of the courtesy words that contact centre advisors should have in their vocabulary, along with guidelines on when they should be used.
Before we get into the detail, here is a quick reminder of some of the phrases that you need to avoid.
Phrases to avoid
Below are some other examples of phrases that should not be used in customer service and a set of courteous phrases that can be used to replace them.
Phrases to Avoid Phrases to Use
It’s company policy In this situation, I would
Can you hold for a moment? If it’s OK with you, I’m just going to put you on hold while I get your details
Thank you for your time today I’m glad that I was able to help [Customer Name], is there anything else I can help you with?
If you check our website I’ll send you a link to a useful web page, and I can take you through it as well
I don’t know Let me find out for you
Providing Reassurance and Immediacy
To assure the customer that their query is a matter of importance, it is vital to provide them with a sense of immediacy.
This is also courteous as the advisor is demonstrating that they understand the value of the customer’s time and that they are doing their bit to speed up the process.
“Right away”
Using this phrase signals that the process of solving the customer query has been enacted. For example:
“I’ll contact the delivery driver right away and give them this new information.”
A white speech bubble on a light blue background, with courtesy words such as 'Right Away, I'm Currently, I can help you with that, I will, sorry, Pardon me, You're welcome, Please, Thank you
The most popular courtesy words
“I’m currently”
If the advisor informs the customer as to what they are doing to help them while still on the phone, they are taking control of the situation.
This is courteous as it allows the customer to feel as if the problem has been “lifted from them”, while it is also a good tactic to minimise “dead air”.
“Dead air” is a period of silence during a customer–advisor interaction, which may damage the rapport-building process.
“I can help you with that”
Using the phrase “I can help you with that” can be considered to be the magic words for customer service. It gives the customer reassurance that they have reached the correct person in the company to deal with their query.
Offering a Commitment
During difficult queries, especially those where the customer has high emotional interest, making a commitment over the phone can help to comfort the customer, which not only helps to show courtesy, but also empathy.
“I will”
To make a commitment, “I will” is the obvious place to start. And following up on this promise will help to establish a basis of trust, which should encourage future customer loyalty.
[Follow the link for: 18 Empathy Statements That Help Improve Customer-Agent Rapport]
The Basics
Let’s also look at the most common courtesy words, which can be sprinkled into an interaction as a signal of mutual respect.
“Please”
Don’t forget to say please when asking for information from the customer! Doing otherwise will seem rude and may damage any rapport than had been built previously.
“You’re welcome”
When a customer expresses their gratitude, saying “you’re welcome” shows that it has been acknowledged by the advisor. Such acknowledgement statements are a powerful tool in building rapport.
Also, using “you’re” instead “you are” makes the conversation sound more natural, taking away the robotic tone many negatively associate with the contact centre.
“Thank you”
When the customer hands over their information or pays the advisor a compliment, it is important to say thank you. Common sense, right?
The Golden Rule - If I am nice to you, then you are nice to me
“Sorry”
As a representative of an organisation, it is courteous for an advisor to apologise when something goes wrong.
However, an advisor should not say “we’re sorry”, “I’m sorry” should instead be used, so the customer can feel assured that someone has taken it personally upon themselves to resolve their query.
Greeting a Customer
Being courteous in an opening statement is a great way to set the foundation for a strong customer–advisor interaction.
“Good morning / good afternoon”
According to our readers, good morning/ good afternoon is the best opening to a contact centre greeting, although “welcome to” and “thank you for calling” were also well received.