Communication 101: How to Talk to Your Customers
Posted by Meredith Estep on Wed, Jul 14, 2010 @ 08:27 AM
Customer service reps spend most of their day communicating with customers. However, an employee who is never trained in proper communication techniques may make the same mistakes over and over again.
Customers want their concerns to be heard, questions answered and products and services explained thoroughly. There are a few easy tricks to improve communication with your customer so they will continue to bring their business to you.
Maintaining Eye Contact
No one likes to talk to another person who does not look directly at the speaker. This is particularly true of customers. When you maintain eye contact with the customer, it shows that you are listening intently at what they are saying. It also helps you to focus on their words and process the information so you can assist more efficiently. The only time you should not be worried about eye contact is when you are taking notes about the customer’s concern.
Active Listening
Listening goes well beyond simply nodding your head and saying, "uh huh," periodically. Active listening requires getting involved in what the customer is saying to you, taking notes and asking clarifying questions when necessary. It also includes paraphrasing a customer's concern back to them to ensure you understand the situation accurately. The only way you can truly meet a customer's needs is by identifying precisely what those needs are. Active listening will help you along the way.
Remain Positive
No one likes to be told "no" to anything, especially your customer. While there may be requests you cannot answer the way your customer wants, there is probably something you can do. Tell them what you can or will do, rather than what you are unable to do. Even if they are not completely satisfied with your response, they will be less likely to get frustrated with the process.
Avoid Accusing
When your sentences begin with "you," your customer may feel as though they are being accused of something. They might become defensive, which will make it that much harder to meet expectations. Instead of saying, "You did not install the software," or "You are speaking too softly," try using, "I need to install this software," or "I am having trouble hearing you." It will sound much more positive to the customer.
Avoid Technical Jargon
It is easy to fall into technical jargon when communicating with customers because those are the words or phrases you use every day. However, your customer may not be familiar with those terms, and may get frustrated when they are unable to understand what you are communicating. Use everyday language when explaining something technical to your customer, without talking down.
Effective communication with customers is the first step in high quality customer service. By using these simple techniques, your exchanges with your customers are much more likely to be professional, pleasant and conflict-free.
- Meredith Estep