We all know that your tone of voice speaks louder than your words, but words matter too.
Consider this study from Harvard Business Review
One CSR said, “You can’t transfer funds until you go through these steps to authorize the account.”
The other CSR phrased it differently, “let me walk you through these steps to authorize the account.”
Which do you think customers preferred?
Yes, CSR #2. In fact, customers rated that call's quality 82% higher.
Why? The words sound more helpful.
Consider your calls today. Where can you choose more helpful language?
“You need to” can become “let me help you.”
“I can’t” can become “here’s what I can do.”
Share an expression you plan on re-writing today.