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Forbidden Phrases All Customer Service Professionals Should Avoid

Improve your customer service communication, prevent mishaps, and build trust quickly with these proven skills.

Customer service is a hard job. It takes a special skill and orientation to deal with people and deliver service consistently despite situations and things that are beyond our control. As frustrated as customers can be when they feel like they are not getting good service, it is equally frustrating for customer service professionals to maintain their gravitas and not lose their focus when dealing with difficult customers and situations. Inevitably, the wrong thing will be said to customers that reinforces their perception that their concerns are not being heard. This presentation will help the people responsible for customer service to identify the phrases that anger customers and begin to use phrases that enhance customer service. This topic also explains a construct customer-service professionals should consider to measure the effectiveness of their organization and reinforce the change necessary to deliver consistent customer-focused outcomes.

59 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Overview

  • Define Effective Customer Service
  • What Are the Forbidden Phrases in Customer Service
  • What Are the Phrases Customer Service Professionals Should Use Instead

Phrases in Customer Service

  • List of Forbidden Phrases in Customer Service and Why
  • List of Effective Phrases in Customer Service and Why
  • Create a Construct to Develop Customer-Centric Competencies in Your Organization
  1. E.R.O. Program
    • What Is H.E.R.O.

    How to Incorporate H.E.R.O. in Quality Assurance

    • How to Align the H.E.R.O. Competency With Quality Assurance Metrics
    • H.E.R.O. Competency and Quality Assurance Metric Examples for Voice
    • H.E.R.O. Competency and Quality Assurance Metric Examples for Email

    Summary and Wrap-Up

    • Avoid Using Phrases That Will Not Embody a Customer-Centric Focus
    • Use Phrases That Improve Customer-Focused Outcomes
    • Leverage Your Quality Assurance Program Using H.E.R.O. to Drive Customer-Centric Change in Customer Service
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on November 17, 2022.

Call 1-866-352-9540 for further credit information.

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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Art Hall

Art Hall

Alvarez & Marsal

  • Senior Director with Alvarez & Marsal in Atlanta; focuses on customer service, CRM, and supply chain
  • Over 25 years of operations and people leadership
  • Certified in Prosci Change Management®
  • Bachelor’s degree, State University of New York at Binghamton
  • Can be contacted at [email protected] or 404-759-9158
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 410158
Published 2022
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