The title of this entry should be a no-brainer, but you wouldn’t believe how often good communication skills are overlooked. An employee will say one thing to a customer, and actually mean another. This can lead to a number of customer service mishaps, including lost sales, lost business and a diminishing bottom line—and no one wants that. So how can we use good communication skills to provide exemplary customer service?
First and foremost, keep it simple and keep it direct. Don’t confuse the customer. Be sure to explain every aspect of what you’re selling or providing clearly, and answer any questions they may have in a precise fashion. Pay attention to your delivery as well—speak loudly and clearly and don’t mumble. You wouldn’t believe the details that get lost when someone doesn’t speak in a clear fashion. Don’t ramble either—this can lead to throwing many confusing details at a customer.
This is not to say don’t engage the customer in a conversation—you’ll have to if you want to get to the bottom of what they want and need. But it’s important to stay on focus and not let superfluous details get in the way.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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