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April 4, 2018
Posted by
Amy Lewkovich
There is a direct correlation between communication and customer service. Namely: if you can’t communicate with your customers, you can’t provide the level of customer service they expect. That said, there are a number of communication skills that all customer service employees should learn to improve their interactions and success with customers.
This article will examine the relationship between communication skills and customer service so you can properly prepare your team for success.
One of the most valuable resources you have at your disposal is customer feedback. Paying close attention to the complaints, concerns, and compliments your customers offer will go a long way toward building loyalty and attracting new customers.
Here are two ways you can improve the quantity and quality of the customer feedback you receive:
Train your customer service employees to ask for verbal feedback as part of every customer interaction. You’ll also need to create a system for reporting the feedback, along with the opportunity for your staff to offer suggestions for addressing customer concerns.
Randomly survey your customers. Many companies collect customer feedback through email marketing and social media, or even on a printed receipt. Offering a reward for feedback is a common way of incentivizing customers and increasing the amount of feedback you receive. And if the reward is a discount on a future purchase, you can increase sales this way too.
Even if you don’t incorporate a formal customer feedback survey process like those mentioned above, you still need to train your employees to practice their listening skills. If your employees aren’t skilled in active listening, they will fail at making your customers feel heard, valued, and respected.
More often than not, your customer service employees will be presented with complaints, problems, and challenges. Being able to effectively manage customer concerns and develop mutually beneficial solutions are essential to providing an excellent customer experience. That experience begins with your employees’ ability to listen, comprehend, and respond in a clear manner. Even an employee who is supremely skilled in problem solving will be unsuccessful if he or she is unable to clearly communicate with customers.
In addition active listening training, be sure to provide training that empowers your employees to appropriately tailor their responses to every situation.
One easy way to train your employees for these scenarios is to develop scripts for various potential circumstances and have employees practice them through role-playing. If you provide standard responses to common problems, your employees will be better equipped to solve problems and more confident in their ability to provide high-quality service.
Being patient and having an open mind are two other characteristics of successful communicators and successful customer service professionals. If your employees are quick to judge your customers, they will be less able to appropriately communicate with them and more likely to lose the customer’s trust.
Communication skills and customer service are strongly intertwined with one another. When communication skills are a top priority, your employees, and your company, will be set up for success.
