Communication skills for customer service
Some people are very successful. They succeed like Coca-Cola. And sometimes you stop to check their abilities and these don’t seem to be above average. They enjoy a level of intelligence and competence similar to the rest of people, and do not seem to be more hardworking or talented than others. However, they enjoy something that is immediately obvious: they have a great capacity for communication.
That could be one of the keys to success, don’t you think? Human beings are social beings, and a great capacity for communication can open doors in all kinds of situations. From a job interview to an informal conversation in the office, through a presentation or a meeting with clients, the ability to make oneself understood, as well as to generate trust and closeness is key in many areas of life, and of course also in the workplace.
And if we focus on customer service, having good communication skills brings so many benefits that we should write another article just to bring them together: they improve understanding, build trust, speed up problem solving, etc.
However, it should be noted that not everyone has well-developed communication skills. The good news is, though, that with a little practice we can do a lot better – do you want to see some ideas to get there? Read on!
– Approach consultations with interest
Taking an interest is the best way to make things right. It’s true, it’s not always an easy task after a long working day, but trying to serve customers with enthusiasm will also make it shorter.
Try to put yourself in their shoes. This generates empathy. With this you will get more interested in their queries, the work will be easier and you will do much better.
– Don’t forget the emotional side of communication
You don’t have to offer your shoulder for your clients to cry, but you don’t have to communicate in a cold and aseptic way. Remember that, on the other side, you will always find a human being, with his or her emotions and weaknesses so treat him or her with respect, sympathy and education. By following this path, you will be closer to having a positive feeling for yourself.
– Use active listening
We have already talked about active listening before, because of its importance in customer service, but let us remember some concepts.
Active listening is that practice that involves listening with great attention and also demonstrating to the interlocutor our interest in what he or she is transmitting to us. To achieve this, in addition to paying attention to your message, practices such as asking small questions to confirm what you are saying or repeating some of your phrases are used.
Active listening brings great benefits to our communication. Not only will it allow us to better understand our interlocutor (which is essential to communicate well) but it also generates sympathy and closeness, since we show him or her that we are interested in what he/she is telling you: two positive effects for the price of one!
– Don’t forget the non-verbal language…
In the case that you pay attention to the customer in person it will be very important. Many studies state that an important part of communication between people is carried out through what is known as “non-verbal language”, i.e. which does not involve words but other communicative aspects, such as gestures or posture.
Advertisers know it well: a good smile opens all the doors. Why don’t you show yours?
– What about the verbal side?
Verbal communication will depend not only on the words you use (which you also use) but also on the way you express yourself. Because it’s not the same thing to whisper or scream as it is to find the right tone, or to speak clearly as it is to slur the words or to use convoluted language. Speak clearly, in a good tone, vocalize well, use the right words and you’ll create a feeling that even the best theatre actors can’t beat.
– Watch out for written communication
Because it’s perhaps the most common way or one of the main ways you serve your customers, isn’t it?
Today, with the rise of the Internet, written communication in customer service has gained in immediacy and is therefore more used than ever. Remember that written communication has its own codes, different from oral communication, so respect them, practice a lot and you will cause an unbeatable feeling.
– Practice your conflict resolution skills
Sometimes the users who contact you will have a complex problem, or maybe they will be a little nervous and it will not be easy to deal with them. Fortunately, many tactics have been developed to deal with such situations. As with so many things, practice will be necessary to achieve excellence, so take a look at the best negotiation and conflict resolution tactics and become a master. And also, if you want to know some of the types of clients you can deal with, you can enter here…
These are some ideas to improve your communication skills in customer service, but I’m sure you, as a valued reader, know a few more – how about sharing them with the other readers of this blog using the comment box right at the end of this article? we’d be very grateful!
But before you start writing nonstop about communication skills, we’d love for you to take a few minutes to get to know Integria IMS.
Because Integria IMS is a program that has, among other features, an incident management system (help desk software) based on tickets (ticketing), which is capable of helping with the management of customer service in companies and organizations.
Do you want to know more about what the Integria IMS ticketing tool can offer you? Click here: https://integriaims.com/en/product/help-desk-software/
Or you can also send us any questions you may have about Integria IMS. You can do it in a very simple way, using the contact form at the following address: https://integriaims.com/en/company/contact/
The Integria IMS team will be happy to help you!
Alberto is one of the translators of Integria IMS. He is also a singer-songwriter and he also can play the guitar and the piano.