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Created by Gary Lavery on March 22nd, 2017
WORDS are very powerful. Think about it for a moment, for example, words can start world wars and street fights, but they can also build loving relationships and inner self confidence.
You cannot not use words in your life. Even if you are not actually speaking to another person, your inner voice is probably talking to you.
Recently, I came across a piece of work by Geoffrey Miller, who is an American psychologist. Miller said "We have a possible vocabulary of 60,000 words. However, we tend to draw on just 4,000 of those words in our life. Even worse, in work terms where we work with familiarity and process, this can go as low as drawing on the same 100 words, most of which are in negative or below the line". He also said that "when we meet someone, we will say more to them in the first 6 months than we will in the next 6 years."
Conversations are happening all the time in business. Most of the companies that I have worked with have always stated very clearly up front, about how important the right customer experience is to them. One of the most commons issues that pops up is they need to improve NPS or some other measure of customer satisfaction.
"It's not what you say that makes the difference, it's HOW you say it that counts. But are you really listening too?"
Following a day in the world of Customer Services, working on site with a client, listening to calls or talking to people, most frequently it becomes very clear why scores can be so low. During interactions, Customer Advisors can become very PROCESS driven and completely miss out on the EMOTION (i.e. how the customer is feeling or how is the customer saying what they are saying). They may also demonstrate very little acknowledgment toward present customer issues, which demonstrates they have been listening, and most importantly understood how an issue is an issue. Very important!
The Harvard Business Review states that 68% of customers will rate conversations around how you made them feel at the end. So the above is very much aligned to this, which happens not just at the beginning of the conversation, but throughout the whole customer journey.
How we can help you?
If you are reading this and would like to connect for a chat about how we could possibly work together, and achieve great results, then “I am all ears”. Let's make this happen today! I have been involved in corporate training and development for 20 years, both in contact centre and retail environments. I have gained a wealth of experience and knowledge delivering solutions in customer service, sales, and coaching.