Today under the customer service module we will talk about communication in customer service. Well, friends communication and customer service go hand-in-hand one cannot exist without the other let us see what is there on the agenda for us today.
Table of Content
- Introduction to Customer Service
- Needs of Customer Service
- Challenges of customer service
- Customers Expectations
- Customer Service Problem Solving
- What is Communication in Customer Service
- Coping With Challenging Customers
- Leadership In Customer Service
- Customer Retention
- Measurement of Satisfaction
- Delivering Customer Service To The Changing Market
- Excellence In Customer Service
Well, we will talk about what is communication and customer service methods of communication within a business. We will talk in detail about listening skills voice inflexion as a customer service tool telephones and customer service words to use and words to avoid power phrases. The power of eye contact and appeal to the senses in communication. Well, I’m very excited to teach you on this particular module.
So let’s get started right away, friends. Let’s understand what is communication in customer service. Well, some of these skills include speaking clearly. Talking to your customers well effective communication polite communication. You also need to have a feeling of empathy towards your customers and listening to your customers very very well. Well, communication is not about speaking it is also about your body language. As we must have heard action speaks louder than words. So let’s understand what are the different ways or methods in which you can communicate within a business.
Well, you do interaction with regards to a face-to-face meeting or face-to-face interaction. You also talked in meetings and that is again a way of communicating. Meeting one-to-one or one-to-many and you also communicate through the means of social media. And today’s social media is a big platform of communication. Well, let’s understand how important is listening to your customers. We do not need to hear our customers. We need to give them a lot of attention by listening to them by a hundred per cent. So pay attention to your customers look at who’s talking, whoever is talking, you need to look at that person. Do not talk while they are kind listened to them and then.
When they finish then you talk asking a lot of questions is AG. An important part of listening following the directions. They have given to us and visualize what is being said so whatever the customer is really talking to you and telling you. You need to do active listening by really going out of your way and listening to them.
Let’s understand the role of voice now. The words you use are also influenced by the tone that you use. You will not use the same tone for two different people. You will have a different tone. When you’re talking to employees in your company that is to your friends and colleagues and you will have a different tone. When you are talking to your boss or your manager or your leader for example. So hence it’s very important to understand that voice and tone plays a very important role. Now friends telephone that is speaking to your customers on telephones is very important and having ten different techniques is what I’m going to share with you in this particular module. Engage in active listening even through a phone.
The customer can understand whether you’re really listening to them well or no highlight your understanding. While you’re talking to them be as courteous as respectful as you can to your customers call. The customer by his or her name goes to the extra mile for your customer really try to remove all the boundaries and do as much as you can. Ask do not demand anything from them. Keep the right distance to be proactive in terms of taking the initiative and ask them and clarify things from them. Highlight the pros and cons of whatever you’re speaking to them. About give them additional pros and cons about those things and use a plain language. Which means do not use technical jargons and – do words use language.
Which is very simple and understandable to your customers now friends this is a very important part of understanding. How communication can make or break your impression in front of a customer. Well, we’re going to talk about certain words to use and words to avoid. When you are talking to your customer.
Example number one is let me look into that. when you say something like let me look into that it gives a feeling to the customer that you’re really not interested in helping them out. You know in terms of that so this is a very weak statement and instead, it provides a clear plan of action. When the customer can draw really want to expect a solution. What to say instead is I’m going to do some more research and I will call you back with a solution by 3:00 p.m. Today now that is giving your customer a very positive way of seeing something.
Let’s look at the second example unfortunately no well customers don’t like hearing the word no. Because no is a very negative term or a negative phrase instead. What we can use instead is although we can’t provide that here’s a similar or a better option. That’s again a way of saying no but in a diplomatic fashion.
The third example is there is nothing I can do well by saying that you’re drilling your customer. I am washing my hands of this particular thing. So there’s nothing I can do instead what you can do is I understand your frustration. what can I do to help you well that will help a customer better rather than the first option saying there’s nothing.
I can do the fourth example is to let me correct you on that. Well, instead of saying that let us look at another way. I must not have explained that correctly my fault there is a world of a difference between the first and the second examples. As you are seeing the first examples that I am showing you are more of the negative statements and negative words. The second ones are positive phrases.
Well, the fifth example is there must have been a miscommunication. Well, if you’re saying that to your customer what he’s really thinking is there is a miscommunication. Because of him also and customers don’t like to be in that zone. Wherein there told that they are wrong on something. What can we do instead I totally misunderstood your request let me fix it for you? Well, that tells a customer that you are happy to help rather than the first option wherein you are putting the blame on to them.
The sixth way or example of showing is saying I’m sorry, I’m sorry, I’m sorry multiple numbers of times. Well, a customer doesn’t need to hear how sorry you are he has given you a problem and he needs a solution to that problem. So what can you say instead I’m sorry you had to experience this but don’t worry. I’ll make it right see the way you’re sounding. So positive in this way makes a world lot of difference to your customer’s way of thinking about your brand.
The next example is I have another call coming in. Can you hold on or can you hang on again? It sounds very negative what could you use instead. If you don’t mind I’m going to put your call on hold. While I figure out a solution now that sounds more positive and you’re requesting the customer before placing his call on hold. The next one is I don’t have any record of your purchase or account well. By saying that what you’re really saying is it shows that the statement will easily make the situation 100 times worse than what it actually is. So do not say something like this.
What you can say instead is did you order under a different name address or a phone number. While I looked at in your account. How can I help you today by saying that what you’re really doing is telling the customer? I am there for you. I will help you out with your problems. Well, friends let’s take a look at certain power phrases. Which can again make a lot of difference with your customer in terms of helping? You have a positive relationship using words like or phrases like happy to help. I’d love to understand more about so-and-so great question.
I’ll find that out for you. I understand how something that must have been for you. Nice to meet you and as much as I’d like to help and then you fill in the blanks there. So, friends, these are words which are very good and positive to use with your customers. Well then I say it all and eye contact is the most important thing when you are talking to your customers. They say that eyes are the mirror of your soul and hence eyes a look can tell you all look at your customers do not stare at them. A glance is all that it takes place do go ahead and smile with your eyes. If your smile does not reach your eyes means your smile is not genuine take culture into account.
Well, there are a lot of cultures and communities. Who are not very comfortable with people looking into the eyes. Please respect those cultures and communities and do not look at them in their eyes. Because they can get uncomfortable. Well, friends when you are talking to your customer. There are certain aspects of gazing which can make or break your impression. For example, a power gazing is when you’re looking at the forehead and looking till the eyes of the person that is a power gaze a social gazing is.
When you’re looking from the eyes still about the mouth of the person that’s in a social gathering and that’s again acceptable and indifferent gazing is not something. I would recommend using for your customers. Because that can get them really really uncomfortable and an intimate gaze is looking at from the eyes down to the neck area of the person. Now, this is something that you definitely want to avoid with customers.
Well, friends communication and technology go hand in hand gone are the days. Wherein technology was not so much advanced and updated today. Everything is on based on technology be it social media reach mobile apps or any other kind of technology. Technology has helped communicate with the customers in the best of manner that has been possible ever. So I would suggest use technology as much as you can whenever you’re communicating with your customer. Whether it’s through email orbits through a phone call obsession video conferencing etc.
Friends that brings us to the end of this particular module on communication in customer service. I do hope you have understood very well this particular chapter please do write in to us with your queries and do let us know your feedback on this. Thank you very much for reading this article simply easy learning.