Shoppers should be able to express themselves freely when sending texts or emails to customer service. Of course, customer service staff members deserve respect. Unfortunately, hot-headed, angry, and crude customers could send a profanity-laced text or email to workers. Managers could take steps to reduce their employee’s exposure to such behavior. One way involves using a profanity filter.
A “Clean” Program
A profanity filter serves to “clean up” texts and emails. Application programming interface (API) systems act as intermediaries when various programs interact with one another. Software API’s available for profanity filtering could work between email programs and other communications programs. If the user wants the API to block offensive words or phrases, the program could reliably do so. Of course, companies should look to see what programs perform this service the best. Not every API delivers the same quality, so choosing the best and most user-friendly version may require some research.
Masking the Offensive Words
Masking represents one way offensive words find their way out of emails and other electronic correspondence. Foul language represents a range of common harsh words and phrases. With masking, the API maintains a list of banned words. If these things turn up in a message, the masking effect occurs. Such terms become automatically blocked from view. Customer service representatives and other workers need not find themselves subjected to rude and offensive messages.
Masking’s value could be more than initially believed. Employees who face abuse from customers might not stick with the job. Making the emails and texts “cleaner” and less offensive could keep employees from becoming angry and upset. Hopefully, it would also keep them from heading to the door.
Removing the Masking Feature
Sometimes, banned words or phrases could end up removed from the list. Words that might be inappropriate but not entirely offensive might have their masks lifts. And then there is the option of adding words and phrases. Maybe something did not make the banned list and causes concern when it appears in correspondence. Blocking the term becomes an option via flexible software.
Screening the Conversation
Screening takes things to the next level. With screening, entire conversations might remain hidden. Only when the administrator exports the conversation does it become visible. Sometimes, chats should remain secret. A customer might attack an employee’s work ethic and professionalism. An administrator may want to keep such angry comments from the employee’s view. Screening a lengthy conversation helps such a cause.
Screening also keeps customers from reading a conversation. Sometimes, things work in reverse. The employee may have choice words or comments about a customer. No reason may exist for the customer to see the conversation, so screening makes sense.
Going with a User-Friendly Program
Choosing a profanity filter that doesn’t require too many steps or commands might be a plus. The program shouldn’t confuse administrators attempting to use it. Finding the right program, training employees and administrators, and implementing the plan could cut down on unwanted profanity in communications without delays.