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Communication Phrases - Customer Service & Empathy Situations
Every now and then people can learn new communication as a tool in business. I enjoy using communication each day. I feel it can be used effectively. One thing to consider is the intention of your heart when you are using good solid communication. Let's start shall we? If you work in an industry where communication is valued then this is for you.
"Now, if you would excuse me."
When you are leaving a situation. When a person just won't shut up. They keep talking when you have to go. It is nice to say the following: "Now, if you would excuse me I have a plane to catch." It does work and it gets you out of a jam."I can see you feel strongly about this."
When they are upset and blowing hot air. You are just acknowledging that they feel strong about it. It is simple acknowledgement. Great. That allows you to follow up and retort in the conversation. I can see you feel strongly about this ,and let's look at this idea together... It allows you to shift gears over to "Tell me more."
"Tell me more."
If you are in sales. This one is for you. It allows you to explore and open ended conversation and get to the core of the matter. The more you expose facts and needs in the conversation the better you will be in sales. Exploring and fulfilling their needs is important.
"What else concerns you."
Men have you ask your wife or girlfriend this lately? It is quite effective. It is also effective in customer service. Get to their concerns empathy is a major tool.
"I can see why you would be upset."
A great acknowledgement of their feelings and getting to the core of why they maybe upset. Diffusing it all is key.
"In the interest of time."
When time is running out and you have to go. This works a great deal. You could say "In the interest of time I have to meet with another client." It works quite well.
When a customer screams at you and gets angry. There are many pro-active forms of communication. You can use some of these to diffuse a situation. Try these on for size. Remember tone and body language is also key. These take practice and remember to keep your intentions in the right place. These take practice and not over night.
When having an argument you can diffuse situations. Sometimes you won't e able diffuse it; however, you can practice and learn. This mostly applies to customer service and empathy career arenas.
Argumentative Phrases:
• "I care about your problem and when you speak to me in this way, I cannot focus on solutions and I want to help you."• "I want to hear what you have to say, but not in this way."
• "Can we start over, I don't communicate that way. Let's start over."
• "When you speak to me this away. It hinders by ability to help. I really want to help you."
• "Speaking to me in this way is totally unacceptable. "
• "It seems like your upset did you want to talk later about this?"
• "When you are calm, I will be happy to listen to your concerns."
Solution phrases:
• "I have a solution. Allow me the time I need to get you the proper solution."• "Would you like to work on some solutions together?"
• "I am not the resource for that solution, but I know who is.... Can you give me some time to get that person?"
• "Lets figure out a solution together. I want to make sure you are comfortable with the solution at hand."
When they are sad:
“Do you need a few minutes or two to gather your thoughts?”“Are you ready to talk, or do you need a few minutes?”
“I can see you’re upset, and...”
“You may be upset, and I feel...”
“Please get some water and relax for a few minutes and we will convene in a few minutes.”
I myself spent many years in customer service. I have used the above in many situations and they have indeed worked. It takes time and practice. I have taught communication to large groups. I enjoy it very much. Take what is valuable and apply it.