From the course: IT Service Desk: Customer Service Fundamentals

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Refining our message

Refining our message

From the course: IT Service Desk: Customer Service Fundamentals

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Refining our message

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- Now that we've discussed word choices, tone, and body language, let's look further at refining our message. First, a concept that is central to refining our message is learning how to avoid using what are called filler words in our conversations with customers. Filler words add no real value and may even confuse customers. We use them often to give us time to think about what we're saying or when we're nervous or unsure. We might also use them because we don't truly understand how they devalue and negatively impact the message. In your next conversation, really listen for these words. They're everywhere. Our minds typically filter them out to some extent, but they are quite prevalent. Examples of filler words include the usual suspects like Uh, Um, Okay, Like, So, But, Really, Ya know, I mean. Although these words aren't inherently bad or negative, they can detract from the message. We have to think about our message and what we'd really like to convey to our audience and work hard…

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