It may be frustrating having to say the same information over and over. The following tips will help you effectively repeat information while maintaining a professional and helpful demeanor.
1 — Be Nice:
Be patient and understanding: Remember, people might be frustrated or confused, so a friendly and patient demeanor goes a long way.
Enthusiasm is key: Even if you’ve explained it a hundred times, a little enthusiasm shows you care and want to help.
Vary your phrasing: While sticking to the core information, try rephrasing it slightly to keep it engaging for you and the person you are speaking to.
2 — Be Easy:
Have clear, concise talking points: Develop a script or outline of key points to ensure you cover everything efficiently.
Offer additional resources: Develop clear and concise fact sheets, FAQs or brochures that cover common queries or issues. These can be handed out or made available online to reduce repetition.
Update the website: Ensure you have an easy-to-navigate section with up-to-date information addressing citizens’ frequently asked questions and concerns. Encourage people to check there first.
Record videos/audio: Pre-record explanatory videos or audio clips explaining common processes or answering popular questions. Share these via the website or social media, or have them play while callers are on hold.
3 — Be Personal:
Acknowledge their situation: Show you understand their concern by summarizing their question or issue.
Confirm understanding: Ask clarifying questions to ensure you’re addressing their specific needs.
Offer follow-up options: Provide contact information or suggest contacting a specialist if the issue needs further attention.
4 — Personal Well-being:
Take breaks: Repeating information is exhausting. Take short breaks to stay focused and positive.
Humor can help: A lighthearted joke or anecdote can ease tension and create a more positive interaction.
Focus on the positive: Remember, you’re providing a valuable service and helping your customers.
Laurie Brown, CSP, is a globally recognized communication expert with over 30 years of experience as a trainer, coach, and speaker. She specializes in helping professionals enhance their presentation, communication, and customer service skills. Laurie has worked with diverse audiences across four continents, partnering with Fortune 500 companies, government agencies, and small businesses. Her clients include Google, Ford, KPMG, and Salesforce. Known for her engaging and results-driven approach, Laurie is the author of several books and has been named one of the Top 30 Global Communication Gurus.
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