Call Center Tips: How to Express Your Thoughts in English Painlessly

You know those moments when you try hard to express something in English but you just can’t organize your thoughts in a way that’s understandable and clear? You keep jumping back and forth from one thought to another, your ideas are all over the place and they just don’t flow. The next thing you know, you’re talking about a completely different topic. Today, you’ll learn how to express your thoughts in English easily.

How to express your thoughts in English in a painless way

PREP

PREP stands for Point, Reason, Explain/ Elaborate, and Point.

Point

Self-explanatory, it simply means your stand (or what you can say) about a given subject.

Reason

This explains why you choose a certain Point.

Explain/ Elaborate

This is where you explain, support, or discuss the Reason in further details. This could be through examples, or presenting a scenario, contrast, or showing cause and effect—anything that will support your Point and your Reason.

ADVERTISING

Point

You simply reiterate (repeat) your point in different words, preferably.

How does this help you organize your thoughts?

This format does not only provide a crystal clear answer but it prevents you from going off topic.

For example if the topic is only about your cat, you won’t end up talking about your neighbor’s dog (unless you really intend to). This format will always drive you to your intended point/ destination.

PREP serves as your map. Your reliable map.

Example 1:

How would you define an excellent Customer Service Representative?”

Point:

For me, an excellent Customer Service Representative provides a solution to the customers’ problems the soonest possible time.”

This was your direct answer/ point: a prompt resolution to the customers’ problem.

Reason:

It’s because the main purpose of customer service is to make the customers’ lives as easy as possible.”

This supports the Point by providing the Reason why.

Explain/ Elaborate:

The faster the customers’ problems are resolved, the more likely they are going to do business with the company in the future, as they know they are being taken care of.”

This further supports the Reason by painting a cause and effect relationship between prompt resolutions for customers’ problems, and better business for the company.

Point:

Therefore, providing a prompt resolution for the customers equates excellent customer service.”

This drives the point back home by reiterating your point.

The Whole Answer:

For me, an excellent customer service representative provides a solution to the customers’ problem the soonest possible time. It’s because the main purpose of customer service is to make the customers’ lives as easy as possible.

The faster the customers’ problems are resolved, the more likely they are going to do business with the company in the future, as they know they are being taken care of. Therefore, providing a prompt resolution for the customers equates excellent customer service.”

See? It drove the point home and it didn’t stray off the main topic. PREP filters out the irrelevant thoughts and combine the relevant ones.

Example 2:

Is it okay to say no to customers? Why or why not?”

Point:

Yes, saying no to customers is okay.”

This is a close-ended question as it’s only answerable by yes or no. In this case, the speaker answered yes. The yes is now the Point.

Reason:

There are times that the customers’ request don’t meet the company policies. In those cases, policies must be taken into consideration first before granting the customers’ requests.”

It explained why saying no to customers is okay, thus supporting the Point.

Explain/ Elaborate:

What you can do, instead, is provide the closest and best alternative. This way, you’re upholding the customer’s policies and still helping the customer at the same time.”

This explanation further supports the Reason by providing another option.

Point:

To sum it all up, saying no to customers shouldn’t be a problem as long as you provide an alternative resolution.”

This conclusion repeats the Point.

The Whole Answer:

Yes, saying no to customers is okay. There are times that the customers’ request don’t meet the company policies. In those cases, policies must be taken into consideration first before granting the customers’ requests.

What you can do, instead, is provide the closest and best alternative. This way, you’re upholding the customer’s policies and still helping the customer at the same time. 

To sum it all up, saying no to customers shouldn’t be a problem as long as you provide an alternative resolution.”

See how organized that is?

Practice doing this everyday and you will see massive improvement with your English thought organization. Your interviewer will thank you for that. If you’re lucky, you’ll get a handshake too.

Alright, that is all for today! I hope this article will help you express your thoughts in English clearly and easier.

Again, let me remind you (for a millionth time now) that all of these are useless you make a committed decision to improve your English vocabulary everyday.

Make it a habit, sharpen your mind, and all of these tips will be put to good use.  If practiced daily, this will dramatically improve the results of your hardwork.

I hope this article will help you with your goal to express your thoughts in English. 🙂

You might also like:

ADVERTISING

2 thoughts on “Call Center Tips: How to Express Your Thoughts in English Painlessly”

Leave a comment