Importance Of Effective Communication

Every moment of my workday I am communicating across multiple platforms with people in many roles. I spend most of my day assisting customers on the phone with their accounts and will also send informative text to clarify things that have been discussed. I try my hardest on every call to make sure that all their needs are met and that they are understanding everything that I am saying so there is no confusion or need to call back in. There are a few things that I do on the calls to make sure that there is effective communication and that the customer and I remain on the same page throughout our interaction. First, I use non-verbal communication by applying a happy and pleasant tone, ensuring them that I will help in any way possible. I keep a positive tone through the entire call while also maintaining confidence, which is very …show more content…
There is nothing more frustrating for both myself and the customer than getting five minutes in to something and realizing were not only on different pages, but in different books. In the interest of removing miscommunication, once they tell me what they need help with I restate what they’re calling about in my own words, never using jargon. I have found this helps because it makes sure that the customer and I both know what we are going to do and I can provide a solution that meets their needs. It also shows the customer that I am listening. Clarifying what the person is talking about is extremely helpful when there is a language barrier as well. I find accents are very hard for me since I haven’t been subjected to many in my life. In this situation, I make sure to apologize to the customer letting them know that it is not their fault, but in fact mine. I ask many questions and repeat back a lot of what they say, but I want to absolutely make sure that we are talking about the same thing without offending