<h1>SOFT SKILLS: THINK BEFORE YOU SPEAK</h1>

In the call center business, we only have 3 tools we can use to create a positive impression on a customer's mind:

• the tone of our voice,
• the way we speak, and
• the words we use.

That being said, it really doesn't help even if you speak impeccable English in a clear baritone voice but completely tactless and insensitive with your words. We need to be constantly aware of the words we choose in conveying our message. We need to be sensitive to how a customer might feel with what we say. In a nutshell, we need to THINK BEFORE WE SPEAK.

Often, I tell my team to imagine they have a filter installed between their brain and their mouth. This filter determines whether it's fine to say what they have in mind OR if there is a much better way to say what they need to say. It's a good thing our brain can process information a thousand times faster than we can talk. Can you imagine the chaos if it was the other way around?

Develop the habit of STOP, THINK then SPEAK. Filter your words. Find better ways to say what you have to say. Be sensitive. Put yourself in your customer's place and imagine how you would feel if someone tells you what you are about to tell your customer.

In some ways, we are like hostage negotiators. We need to carefully choose our words to defuse the situation. Otherwise, the situation could escalate and end up bad. Think before you speak.

Until next post, more power!

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