Customer service skills enhanced through English class
MY articles are not to drive students out of high school in particular. This is to guide them if ever they are in need to work for their schooling or in dire need to quit school to work for their keep or their family’s keep. We do not want a community of youth that are feeling unimportant because they are not to finish school or did not finish school. My advocacy is to make most of what we can teach our students in our English classes. This may not be included in early English classes in high school but to inject English-related jobs can inspire those who can afford to stay in school until after graduation, and will give hope to those who has to leave early.
We all know that the Business Processing Outsourcing (BPO) industry in the country is booming more and more each passing year. BPO needs competent agents with high command of the English language. English comes second nature to us Filipinos especially to the generation now. Time is changing. Change is inevitable in as much as we want them to keep our own language. English is a universal language, and the rest of the world is coming into our shores because we can speak the language, and we are hard-working and trustworthy nation that can deliver the job required.
There are certain customer service skills that every employee must master if they are forwardfacing with customers. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you will simply lose customers as your service continues to let people down. Luckily, there are a few universal skills that every support member can master that will dramatically improve their conversations with customers.
Among the three customer service skills that high school students can learn from their English class are clear communications skills, knowledge of the product and the ability to use positive language. Clear communication skills can be developed through numerous reading, writing and speaking class activities. It will be good if every time they do these activities that they are reminded of the jobs they can use these activities for after school, or that they are reminded how important such skills in their future jobs are. In customer service, one should make sure they are getting to the problem at hand quickly. Customers do not need your life story or to hear about how your day is going. More importantly, one needs to be cautious about how some of your communication habits translate to customers, and it is best to err on the side of caution whenever you find yourself questioning a situation.
The best forward- facing employees in the company will work on having a deep knowledge of how your product works. Without knowing the product from front to back, one will not know how to help customers when they run into problems. Having that solid product foundation not only ensures one got the best tricks up their sleeve to help customers navigate even the most complex situations, it also helps them build understanding about their experience so that
From Page B3 they can become their strongest advocate. How would one know the product if they do not know how to read or write it, much so understand? English will further that knowledge of comprehension through a whole lot of reading, listening and essay writing sessions.
The last common customer service skills needed is the ability to use positive language. Sounds like fluffy nonsense, but your ability to make minor changes in your conversational patterns can truly go a long way in creating happy customers. Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based off of the language that you use. Having extensive vocabulary, synonyms, antonyms, word choice and reading sessions can greatly contribute to nurturing this skills. ( Paid article)