|
|
Simple Ways to Better Your Customer Service Skills through Verbal Communication
Communicating effectively with your customers is going to really go a long way to improving your sales revenue. If you want your customers to feel helped by you and your customer service agents you're going to need to work on their verbal communication skills. Too many times I've gone into a store and had a bad experience with a customer service representative simply because I couldn't understand the words coming out of their mouths.
Tone is almost 80% of verbal communication. It is incredibly important because it tells people what the intentions are behind each word used. If you take a strict or sarcastic tone with a customer they aren't going to like you very much so it is best that you use happy tones. Accepting and helpful tones are the best possible ones to use when speaking with a customer. Lull them into a state of ease and they will be more prone to buy something off of you. Trust is money, friend.
Diction is key to proper verbal communication. The words you use to express each idea are incredibly important. If you don't take care and choose your words properly you run the risk of alienating, confusing, or even insulting a customer and that is far from what we want to accomplish with all of this. Avoid using idiomatic expressions and slang terms like "How's it going?" or "Sup, dude?" You want to be formal in your word choices.
Often when you're speaking with your friends and your family you might have a habit of speaking at a lower register. People in comfortable groups are going to be able to pick out words from a softer speech than those unfamiliar with your speech patterns. To avoid being misheard or not heard at all, make sure you project everything you say. Think about every customer interaction as a little stage play. When you're on stage you want the audience to hear and understand you, even when you don't have a microphone.
Fast food joints and cheap restaurants are plagued with customer service people who don't know how to speak clearly. Either they are talking way too fast and their words all become one long single sentence or they are speaking far too softly like a mouse. You need to make sure that all of your words come out clear and defined so that people can understand what it is that you are saying to them. Otherwise we'll have a problem.
Just follow some simple rules of verbal communication and you will start to see some drastic improvements in your customer service interactions. Speak loudly but don't yell. Speak clearly and use simple terms and no slang. Use happy tones to share the love and above all else reiterate your phrasing if they don't understand what you mean.
|
 |
Please Rate: |
|
Rating: |
 Processing ... |
(Average: Not rated) |
| Views: | 50 | |
|
| More Articles from Customer Service | | |
| Top Articles in Customer Service | | |
|
