Avoid these slippery conversational hiccups

A customer having a conversations with your support team? Regardless of the channel, rest assured that they will notice every little detail: interactions flow, tone of voice, clarity, coherence proactivity and empathy. In fact most customers are excellent service assessors, because they’re able to detect any conversational hiccups and take them into account within their overall experience evaluation.

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Highlights

00:03 Intro episode #43
00:41 Distraction is a dangerous poison
01:21 Avoid these 2 slippery conversational hiccups [with example]
01:41 1st Forgetting about the customer…in person!
06:21 💡 Lesson learned: don’t take customer’s patience for granted
08:30 2nd Speaking a foreign language with them [with harsh example]
14:01 When the customer went “what the hell are you saying!?“
15:01 💡 Lesson learned: use simple words to gain customer’s trust
15:33 To get more info drop me a line: paolo@customerserviceculture.com
16:00 Check all corporate services on CustomerServiceCulture.com*
16:27 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
16:41 Check out the ‘Customer Culture Academy’ for your organization
16:51 Closing remarks – have great conversations!

Over to you

How often do you get your digital customer conversations assessed? Are you checking out and leveraging areas of improvement to get your customer service team up-skilled? I’m asking that because many companies are still struggling with recurrent pain points. Even the smartest ones!