One of the primary reasons that businesses outsource to a bilingual call center is to strengthen their ties with customers by delivering assistance in the language they are most comfortable using. Customer service success, however, doesn’t depend entirely on the type of language your representatives use in communicating with the public.
Your customer service language is your attitude and tone when handling customer issues. It should be able to represent your brand’s image and be easily understood by the type of audience you serve.
Why is it important to adapt the right customer service language for your business? Here are the main reasons:
Daily conversations leave a greater impact than ads.
Customers form lasting impressions on your company based on the conversations they have with your representatives, not solely on your marketing gimmicks and big ads. Many businesses make the mistake of toning their brand’s voice on promo materials just for the aim of generating profits but fail to adapt that tone outside their marketing campaigns. How you present your brand on ads should be how you talk with your consumers when they reach out to you.
Customers start experiencing your product by how you describe it.
Telemarketers know that product experience starts by how they promote a brand to prospective customers. This is why they word their pitch in a way that would hook the listeners right from the first line. Your customer service unit should also adapt this and understand that users get a better grasp of how your product works by how you promote it, not just by reading its description and specifications.
Technical knowledge is useless without proper delivery.
Training your employees and providing them with the most stringent and comprehensive product manual don’t guarantee customer satisfaction. Without courtesy and empathy, callers may not feel that their problem is resolved even if you relay instructions in complete preciseness.
Solving a problem sometimes requires just saying the right words.
There are cases where nothing can be done to fix a problem, but with the right attitude and words, complainants can still end up happy because of the way you handled their issue. Remember that most irate customers don’t simply look for a solution; they need to feel that they are valued and listened to.