Catch Granny Ina without her hearing aid and the chances of a meaningful conversation are as remote as a real celebrity appearing on Big Brother.
If it’s not turned on and tuned in, anyone trying to have a blether isn’t going to be heard – much like call and contact centre staff when there’s a communication barrier between them and a customer.
It’s not just hearing issues. Accents, vocabulary limitations, disabilities and usage differences, even emotional states, can make it difficult to hold a two-way conversation.
And no matter how patient, tactful and empathetic a call centre adviser is, making that all-important connection can be difficult.
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Overcoming language barriers requires a certain set of skills which, once grasped, are the key to good customer communication.
So here are our five top tips for making yourself heard loud and clear.
Keep it simple
If there’s plainly a language barrier between you and a customer, whatever you need to say should be stripped back to the bare essentials. And never mumble. Instead speak clearly, using simple words and phrases.
Cover the basics
Sometimes even the most patient adviser can’t understand what a customer means. Gather what information you can, let them know you’re having trouble understanding and ask for another method of following-up their inquiry. This could be email, webchat or using the skills of an in-house native language speaker.
Go slow and steady
Take the customer through the call step by step, pausing if necessary. Even if you’re pressured for time, don’t rush them. Try not to be condescending either. Remember you’re not speaking to a class of five-year-olds. SPEAKING LOUDER won’t help you deliver the message – it’ll only give the impression you’re annoyed.
Avoid jargon or slang
Just as you wouldn’t tell a customer you ‘havnae a scooby’, stay clear of slang or cultural terms that make no sense to others. The same goes for industry or technical jargon.
Check for understanding
It’s wise to check both that you’ve understood what’s been said and others have fully understood you. The best way to do this is to use what’s called reflective listening, using phrases like: “So, what I hear you saying is . . .” and “These are the steps I am going to take when we finish this call . . .’’
Use other channels
If phone conversations are proving difficult, it might be time to switch to another medium such as web chat or email. It’s often easier to understand messages when they’re set out in text.
Have you heard about the latest Call & Contact Centre vacancies on s1jobs? Now, we’re talking your language!