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5 Guidelines for Professional Communication

1.      Focus on  the issue

 If the customer did something wrong avoid pointing out the mistake directly

     “you” statements can out the customer on the defensive, instead of using the word you refer to the issue

         

                     Unprofessional                           World Class

                       

 You didn’t change your address;                     It looks like the statement was so your statement was returned to us              mailed to your prior address, so it                                                                                          was returned to us

                                                                                   

You were charged late fee because                   I noticed that the last payment you did not make the payment on time         was received 2 days after the due date so a                                                                           late fee was charged                                 

                                                                                                                                               

2.      Turn a “No” into a “Yes”

Explain to the customer what we can do instead of what we can’t do

                                                                                                  

Always emphasize what we can do for the customer

Before u start to say no think of what we can do to help

 If you have to say no always explain the reason to the customer

    

           Unprofessional                                                World Class

We don’t do…                                                               what we can do is...

That is the policy                                                            here is what I can do for

                                                                                                you...

3.      Provide Option

                        People like to have option and dislike being ordered to do anything

Ask customers politely to do something or explain how it will be to their benefit

Try rephrasing your request as a question

Unprofessional                                        World Class

You have to…                                                               May I ask you to

The only way to…                                                         It would be best if we...

                                                                                                Would u be willing to

                                                                                                I suggest…

                                                                                                The best way to…

                                                                                                The fastest way to…

4.      Take ownership

Use words like we or I instead of another dept or person

Always give the customer the impression that u are personally resolving the issue, even if another dept will be doing the work

  

     Give the customer confident answers that show your involvement in the resolution of the issue

                 Avoid using terms like they or naming another dept. use we or I

       Unprofessional                                                     World Class

Let me open a….                                                           let me take care of that                                                                                                      for u

.…route

….request

They will...                                                                     We will…

The payment dept will…                                               I will

The back office will…

5.      Partner with the Customer

Words like always and never can sound critical when referring to the customer. Example “You always pay a few days past the due date”

Customer will become frustrated or upset if they feel u are blaming them for the problem or not listening to their concern

Unprofessional                                                   World Class

You always call about your acct               I can see that you call frequently                                                                                    about  your account it appears though your

                                                                        payment has been made late

You have late fees because you always            

pay your account a few days late      

                                                                       

What’s the problem on your acct           How can I help you

You made the payment but it was late  You made a payment and it was a                                                                                          few days late, so a fee was                                                                                                     charged