In achieving the best in communication for the purpose of business, customer service personnel do well to avoid the use of trigger words and phrases. Using certain words or phrases at a customer can offend the customer and mar the reputation of the business. Some statements only trigger negative emotions.
As a customer service executive you need to employ your words strategically especially when dealing with an irate customer. You need to show a great deal of emotional intelligence when your customer irks you. What you say may not only mar the reputation of the company but in addition, your personal reputation.
In as much as customers may show displeasure at your service, a mild smile and a gentle response from you should not be costly. At any given moment of your interaction with a client, you are the C.E.O of the organization; your decision, your reaction and your speech means a lot to the customer. At that moment, the customer knows no other person than you. You become the boss at that key moment and it is even as if you are the organization.
Some people have used words to start wars, yet others chose to use theirs to bring peace. Some chose to provoke with their words, others decide to excite people with what they say. There are still some people who chose to remain calm when angry words are being hurled at them. Instead of arguing, screaming or using your words to elicit negative emotions let the other person learn from you how to appropriate the words.
Employ wholesome words in your conversation and do well to avoid idle conversations. Let your words be seasoned with salt.
Inspirational Preacher, Author, Corporate MC and Events Executive