Conversations can touch people and make an impact. However, whether that takes a positive or negative direction entirely depends on how the conversation unfolds.
Misconception of customer contact staff
By being aware of the words or tone you choose and their effect, you can achieve more. There are many techniques we are eager to teach you. An example is how best to apply your voice. You can read more about this in our item on voice. This is mainly about what you should do. However, there are also many NO GO’s in having a conversation. We have listed them for you, including practical tips!
You probably know moments where you thought afterwards, "I would have handled this conversation differently". To avoid miscommunication, irritations, and downright awkward situations in every conversation, we consulted our staff on what is truly unacceptable during a conversation.
No go’s
Try to communicate words fully and in proper English. By paying attention to articulation, it is easier to be mindful of the correct pronunciation of words.
The word unpleasant has a negative association. Often asking if someone is experiencing pain may make them feel more pain.
Try to get to the core of your message succinctly. Do not use too many difficult words but speak each other's language.
Expressing assumptions leads to miscommunication. Before drawing conclusions, listen carefully to the story and try to validate your assumptions by engaging in the conversation. Ask, for example, "Am I correct in understanding that...". This shows you are open to correction and do not corner anyone.
Overlooking what someone says. By not considering what the other really means or wants to convey, irritations and wrong assumptions arise. Listen to the core of the story and pause to consider what the other person is saying. If you're not sure you understand the core correctly, summarize the discussion again by asking, "Do you mean..., or have I understood correctly that...?" Read more about this in our blog on listening, summarizing, and inquiring (LSI).
Lecturing the other person. When a conversation doesn't go as you would like, you might feel the urge to say: "Now listen to me." Remarks like this quickly lead to resistance in your conversation. Let the other person finish and then address what they have said. Of course, you can have your own opinions and share them, but respect each other in that and remain open to each other's perspectives.
Do not have emotional conversations over the phone. Someone who is emotional often reacts differently than intended. This can lead to irritations during a conversation. If you notice this, help the other person out of this emotion. You can do this by asking concrete questions such as, "What day did this situation occur?" or "Where were you at the time of the situation?"
A monotonous voice results in boring conversations. Keep someone engaged by using intonation effectively. Read more about this in our article on voice.
Word choice can make or break a conversation. Try to avoid these words at all costs.
Go’s
By working consistently and accurately, you prevent mistakes or irritations. For example, use our UK English phonetic alphabet at the bottom of this page. This way, you will never again make mistakes in spelling names.
Apply LSI: listening, summarizing, and inquiring. This ensures you understand each other in the conversation.
Turn negative conversations into positive conversations.
Always be concrete and clear. This prevents topics from 'floating' and you both know where you stand with each other.
Note, spell & check information during your phone conversation. You only have one chance to record it correctly. This saves time for both the sender and receiver during a subsequent contact.
Take the lead in the conversation and work towards concrete steps.
Chameleon
Blend in with your conversation partner. Notice what type of person you are on the phone with and adapt to that like a chameleon. At ContactCare, we use the DISC method to identify this. Read more about it in this article.
Adjusting to the person starts with paying attention while listening. Is someone very to-the-point and do they speak with few words? Then there's a good chance you are speaking with a red (DISC) person. Adapt to this and come quickly to the point. Discuss the necessary matters and keep it short & concrete.
Are you speaking with a yellow person (DISC)? Then there's a good chance that conversations will be full of words and enthusiasm. Witty remarks and talking with (slightly) more words is absolutely no problem in this case. Just make sure that at the end of the conversation, you have been able to gather all the information concretely.
Download our DISC poster below to view all colours and characteristics. Are you curious about how you can recognize the types? See the image below and find out what type of person you have on the line.
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