Unit 206 – Communicate verbally with customers.
1.1 Explain the importance of effective communication in customer service
Effective communication skills are highly important in a customer service environment. Good communication skills will help you build a great relationship with your customers in a way that reflects positively on the company and will keep your customers happy with the service they are receiving. The majority of people think of communication as the ability to speak clearly and to be understood. On the other hand, other element of communication, including the ability to listen and the ability to empathize, are equally if not more important in customer service. Good communicators listen before trying to speak to the customer. …show more content…
For example, for some people spending a lot of your time intentionally smiling can help them to feel more positive and increase the accessibility of a positive attitude. This can also reflect back to the tone of your voice. Due to some research that I have encountered that when people speak with a lower pitch they feel more powerful.
1.3 Explain why “customer service language” is used
Customer service language is used because it has the ability to put customers at ease when communicating. Customer service langue is not just how we communicate with our customers but to how we communicate with ourselves. The correct words can put an irritated customer at ease and help you approach difficult situation with greater ease.
Effective customer service language is not easy to master, therefore my company offers training to all new members off staff to undertake and begin working on. Sometimes the little things you do when communicating are the most affective as I have learn working in a business environment. I would encourage people to use the words “we” to let the customer know you are on the same team and working towards the same goal; use the word “I” when you need to take charge and accountability for the situation or your …show more content…
A conversation we would have with our customer over the phone, reading a newsletter, an electronic email sent to an internal colleague or customer or having a face to face discussion with a relative are all examples of a verbal communication and signals.
Verbal signals are important to instruct and inform. Whether you are using this to inform customers of an update on their service or to discover knowledge or clarification is a key component of verbal communication. The power of words is often more effective than an action. Verbal communication can also be effective to use when trying to persuade somebody especially a customer. It creates the opportunity to use several tools to try and sell your product by using verbal persuasive tools.
1.6 Describe the types of information needed when communicating verbally with
1.1 Explain the importance of effective communication in customer service
Effective communication skills are highly important in a customer service environment. Good communication skills will help you build a great relationship with your customers in a way that reflects positively on the company and will keep your customers happy with the service they are receiving. The majority of people think of communication as the ability to speak clearly and to be understood. On the other hand, other element of communication, including the ability to listen and the ability to empathize, are equally if not more important in customer service. Good communicators listen before trying to speak to the customer. …show more content…
For example, for some people spending a lot of your time intentionally smiling can help them to feel more positive and increase the accessibility of a positive attitude. This can also reflect back to the tone of your voice. Due to some research that I have encountered that when people speak with a lower pitch they feel more powerful.
1.3 Explain why “customer service language” is used
Customer service language is used because it has the ability to put customers at ease when communicating. Customer service langue is not just how we communicate with our customers but to how we communicate with ourselves. The correct words can put an irritated customer at ease and help you approach difficult situation with greater ease.
Effective customer service language is not easy to master, therefore my company offers training to all new members off staff to undertake and begin working on. Sometimes the little things you do when communicating are the most affective as I have learn working in a business environment. I would encourage people to use the words “we” to let the customer know you are on the same team and working towards the same goal; use the word “I” when you need to take charge and accountability for the situation or your …show more content…
A conversation we would have with our customer over the phone, reading a newsletter, an electronic email sent to an internal colleague or customer or having a face to face discussion with a relative are all examples of a verbal communication and signals.
Verbal signals are important to instruct and inform. Whether you are using this to inform customers of an update on their service or to discover knowledge or clarification is a key component of verbal communication. The power of words is often more effective than an action. Verbal communication can also be effective to use when trying to persuade somebody especially a customer. It creates the opportunity to use several tools to try and sell your product by using verbal persuasive tools.
1.6 Describe the types of information needed when communicating verbally with