Post by shiyabul on Aug 21, 2024 0:30:47 GMT -6
However, regardless of the absurdity of a request, alternatives do exist. CAN behavior expands beyond the actual phrase, “Here’s what I CAN do.” The phrase acts as a catalyst to the agent in terms of their own response to a customer that is frustrated, anxious, disappointed, etc. What goes on behind the scenes (i.e., in your head) carries an enormous amount of weight when it comes to what comes out of your mouth.
The CAN phrase may act as a communication “filter” to minimize https:// negative reaction and maximize positive pro-action. Consider the power of questions rather than inflammatory CAN’T statements. (These include “I can’t,” “They won’t allow it,” and “No one else has had this problem.”) Asking additional questions rather than leaping to telling the customer what is not possible and often interrupting the customer mid-phrase softens the conversation.
Open-ended questions work best: “May I ask for additional details around …?,” “Would it be all right if I …?,” “Are you familiar with our …?,” and “What would it take to make you feel better about the experience?” Once we enjoy genuine clarity around the situation, the ability to identify the true source of frustration is enhanced. This allows for a more targeted CAN response such as, “David, I CAN understand your c
” Concern is a more manageable state than frustration! My work takes me to Contact Center operations in a variety of industries. I have been privileged to witness hundreds of customer interactions and transactions. There is one simple yet powerful phrase that can greatly assist customers, trainers, and ultimately agents in response to issues, concerns, or problems. T