Speaking to Provide Service

Commercial usage of language is found in various business skills and one that has special relevance in global economy is the labor of customer service for private companies and institutions.

There are thousands of services that can be required from users and consumers, and you could be the person trained to help those in need of buying, using, paying, upgrading or even stopping from using or consuming those services or goods.

When taking care of customers, our speech plays a decisive part in the outcome of the interaction. This is the time to show your best communication skills since it all depends on perceptions, those left on the other person.

In business, we can differentiate two major categories of persons to whom we provide services, internal and external. For each, we have distinct ways and channels to take care of their needs.

Consumers, suppliers, colleagues and peers are all part of our everyday targets of contact, sometimes they visit us or call, and they might even send messages. When using oral language, we normally interact with customers using pleasant tones and professional expressions of courtesy and etiquette conventions.

There are some linguistic business rules, that you should follow  in order to become fist class service providers, at least from a structural language standard.

Speak Clearly: Customers are looking for understanding about their needs, so it is critical that you enunciate as clearly as possible. Take care of every word that you pronounce and do not leave space to misunderstanding.

Speak Expressively: Choosing words that convey positive meaning is a sign of responsiveness to your interlocutor, but more significant it is using appropriate stress and intonation patterns to deliver shades of meaning with precision.

Speak Courteously: There are many ways that we can demonstrate disposition to help and empathizing is probably the best. First, you must listen and then acknowledge, trying to show your understanding with the situation.


Author: Telescopiord

The author has worked for customer service industry for around twenty years and is currently trainer and teacher for two major companies in the Dominican Republic.

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