Developing a code of language is as hard as it
sounds. How can one come up with a Language Code and proclaim ever so
confidently that they are all you need to interact with your customers?
Customer-centric expressions are not as distinct
in English as it is in French.
Well, it was a painstaking project that took
several years to complete.
We used the DFSS (aka DMADV) methodology. This is
the same method we used to develop our Customer Interaction Training
We developed these codes
based on our EER
Education: Our professional qualifications in Foreign Languages, French,
Project Management and others.
Experience: We have
spent years in the Customer Service Industry. This helped us weigh each code.
Research: This is what Six Sigma says. Don’t embark on anything without data
to justify it. We did lots of research. We examined data collected and weighed
them in order to arrive at what is right and what is not.
We used our experience in Customer Service,
Project Management Customer Service Training, Foreign Language expertise to
develop the code; and of course long months of research!
Finally, we
got inputs from the Language of courtesy: the French Language!
Our codes
are backed up not only by English standards but by French Language rules of
courtesy! Our codes have their French equivalents and will be discussed during
presentations and trainings with clients. We speak French, so please expect to
hear some French when you invite us over!
We had the following objectives in mind while
weighing the codes:
I.
1.Is it customer-centric?
This was our first priority.
This is about checking if each code magnifies the dignity of the customer and
how well it portrays the user as caring
I.
2.Is it grammatically correct?
While our top priority was
the customer-centricism of the codes, we also checked if they are grammatically
correct
I.
3.Can it be used in any industry?
We also confirmed if they
are appropriate for all professions and disciplines
I.
4.Is it backed up by relevant data?
Here we actually went round
major offices to observe the expressions used while addressing customers. We
probably came to your office too! That is why our 150+ common errors all sound
familiar to everyone. We are sure you will nod several times as you go through
the list confirming that you have heard them before.
When you are about to throw
your trash away, you go to every corner of every room to sweep them into one
trash bag; that exactly is what we did. We went physically to offices for
research purposes to observe common expressions used before coming up with
corresponding professional alternatives to them. We must confess this took a
lot of time! No one will come up with a list of 150+ common errors in one day
or one month!
Professional Language and
the 13 Codes
Every profession has its own set of expressions;
the 13 codes can be applied in every profession.
The Telecoms Industry call them Subscriber Base,
Banks call them Account Holders, Social Networking sites call them Users,
Consultants (like us!) call them Clients; whatever you call them, they are
Customers and the 13 codes define how you should interact with them!