As you listen and monitor customer service phone calls or review written customer service email communication, you're probably looking for the standard components such as proper opening, accurate information, proper tone/style, etc. However, one element that is often missed, both in phone call monitoring as well as email reviews, is the use of proper language and grammar. It's perhaps more noticeable and observable in a written document, but it certainly matters in voice conversations too.
Here are some of the most common customer service grammar problems and mistakes. Most of these grammar rules you and your staff learned back in high school, but it never hurts to have a quick review of these rules and common communication mistakes as a refresher every six months or so.
Mistake #1 - Preposition Placement
One of the biggest written and spoken grammar mistakes in the contact center is putting a preposition at the end of a sentence. Here are some common examples:
- Where is your office located at?
- What address should we ship to?
- I can look up the site it shipped from.
- Where is your office?
- What is your shipping address?
- I can look up the site that shipped it.
