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Customer Service Environment

Effective Communication In A Customer Service Environment

Posted by on Jul 24, 2016 in Customer Service Environment | 0 comments

Effective Communication Is Key!

Communication is a key skill in any given customer service situation—this is truth.  Effective communication, however, is without a doubt one of the most critical components you’re going to need as a customer service representative.

These skills apply to all communication channels. It could be face-to-face, through email, over the phone, or through emerging online channels. What matters is the ability of the customer to receive clear messages filled with empathy and warmth.

Listen Actively

First things first: effective communication requires active listening. Avoid making your customers feel like they are talking to a wall. This is more critical during face-to-face communication. Listen to all your customers in equal measure and indicate to them that you have understood their complaints and concerns.

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Be involved in the conversation and react to what the customer is communicating. You can react by nodding your head or using phrases such as “I see” to indicate your understanding of the subject matter. Ask questions and summarize the customer’s point of concern. This will indicate to them that you care and are interested in offering them the right solutions.

Don’t Interrupt

Effective communication relies on a clear channel for your customers voice.  Avoid interrupting your customer. Give them a chance to express their opinions exhaustively. A customer will definitely be upset if you interrupt their explanation and start offering them a solution.

If you feel the necessity to interrupt, make a point of explaining to them what you think their main idea is. This will provide them with an opportunity to confirm or correct you.  Interrupt politely where necessary and allow your customer to understand why the interruption was necessary.

Use Analogies

An analogy can best explain a technical idea. They break down an unfamiliar concept in the terms of a familiar one. Effective  communication analogies will motivate your customers, clarify their thinking and help them overcome developing misconceptions over unfamiliar concepts.

Engage your customers in order to identify any previous knowledge they might have in relation to the concept at hand. Use their knowledge to explain the new concept. When used appropriately, they are likely to promote the customer’s loyalty on your business. Use a few demonstrations where possible to boost the customer’s understanding.

Maintain Positive Language

Making little changes in the way you converse goes a long way to creating a happy relationship with your customers. Language plays a critical role in persuading your customers. Additionally, customers develop perceptions about you and your business based on the language you use during communication.

Your customers are more interested in your capabilities rather than limitations. Negative language is the major cause of gaps of silence during telephone conversations and blank stares during a retail sales experience. The customer often feels the company is unable to solve their concerns unlike their earlier expectations.

Generally, think before you speak to your customers. Guard your mouth and tongue and you will keep your face off calamity.

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