Professional Organizer Laura Kavinski looks into the word choices and phrases we use and how to adjust them to be better communicators in business and at home.
1:43 The framework of customer service
2:25 The most important thing in word choice: say what you mean and mean what you say
3:26 Email vs hearing someone on the phone when communicating
4:10 Does Laura recommend scripts for Customer Service?
5:15 Opening sentences and how to get people in the right state of mind
6:25 Criteria to make sure you are saying what you mean
7:45 Is putting someone on hold a good technique?
10:50 Laura’s general thoughts on setting boundaries
13:00 Answering and clarifying people’s questions without them even asking
15:40 A few tricks Laura uses to help automate responses