The Importance Of Effective Communication For Customer Service

1702 Words Jul 4th, 2016 7 Pages
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.

1.2 Explain how tone of voice, choice of expression and body language can affect the way customers perceive their experience

Having the right tone of voice when communicating with customers is not a one-off task, it needs to constantly evolve to meet the needs of your customers. From the sound of your voice, your customers will make judgments about your attitude and personality towards the ideas you’re presenting. They’ll Judge your sincerity and credibility in the tone of your voice; this will affect how they respond to you and your message. In my opinion the way you speak is very important in a customer’s experiences of customer service. If your tone is not pleasing the customer will have a bad experience and will reflect…

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