Poor English speaking skills result in dissatisfied and frustrated customers. They call, believing you are the expert on their concern and hoping you can address or answer any queries they may have, but what they get instead is a conversation they can barely understand, let alone follow through on the instructions you’re giving them. what to do, if any
So the result would be, in addition to unhappy customers, getting points off your scorecard, or even worse, your line manager will call you to explain why and what happened during that call and you will receive a written warning if this happens. first offense Either way, you have made a bad impression on both your supervisor and your client.
So to prevent this from happening or if it is already happening, here are some tips:
1. Have your Training Department instill English language learning software as part of the entire training process. This software has a variety of selection that targets different English language skills, be it speaking, listening, reading, vocabulary, spelling, and grammar.
2. Hire ESL instructors to collaborate with your training department in creating a program or module that the agents/trainees will follow to learn and improve their English speaking skills.
3. Get your Training and HR Department together to run a fun-filled day of competition involving the use of the English language like a good game of Scrabble, Bugle, Pass the Message or Finish my Sentence. Of course, simple prizes will be awarded to make the whole activity memorable and agents feel that their efforts are truly appreciated.
4. Promote reading and encourage self-study or practice by having books on common English phrases and idioms.
Aside from the tips above, remember that communication is a two-way process. It follows from this that in order to establish good communication, an agent must first be a good listener and know how to get a customer to provide the information he needs in order to address concerns or offer solutions to the problem.
At the end of each shift, the goal should always be to enable good communication because this translates to quality customer service, which in turn translates to happy and satisfied customers.