Communication Skills in responding to a customer
Effective communication is about getting results and aims at achieving a win/win situation. Genuine communication exists when there is two-way communication – listening and speaking. Endeavour to apply the following communication practices:
Your facial expression tells a lot about your feelings. Remember to keep these in check so that customers do not pick up anything negative by your facial expressions. E.g. sulky face, sad face, angry faces etc.
The advantages of effective communication results in:
Non verbal communication
It is said that, during the course of communication with your customers, you gain 7% of your information from the actual words being used, 13% from the tone being used and a massive 80% from body language used.
Using body language effectively is important because:
Positive & Negative Body Language
Characteristics of both the positive and the negative of body language are identified below which will assist you to avoid projecting negative body language and promote effective non-verbal communication through positive body language practice.
How to Handle Customer Inquiries or Complaints
Employees should be thorough in the company’s policies in order to answer customers’ queries.
By providing good customer service, a company gains not only in good reputation and profits, but also in the satisfaction of knowing that you helped the customers in an efficient, respectful and friendly manner. It is of primary importance that you train your new employees in basic customer service skills as well as in handling difficult situations with customers. For example, if a rude customer calls and accuses your company of violating policies unfairly, the employees will need to know your company’s policies in order to deal with him.
1 Familiarize yourself with the company’s services. If you are a secretary for a party planning company, ask your supervisor for a brochure that details what types of parties the company plans and the pricing of these events. Also ask your supervisor what the most frequently asked questions from customers are and how you should answer them.
2 Suggest services or products that could help the customer. For example, if you are a bank customer service representative and a customer expresses interest in starting a savings account for her teenage son’s college expenses, mention the various savings plans that are available and how to set up these plans. If you are working at a pharmacy and a customer needs assistance in finding the best brand of chewable vitamin C tablets, tell him which brands are the best ones to get and why.
3 Stay calm when a customer has complaints. If a customer gets loud after you explained the ways you would solve her problem, tell her you are sorry for any inconvenience that the company’s actions may have caused and that you will do everything necessary to solve the problem. Don’t shout back at the customer in anger because this increases the conflict.
Benefits of a Complaints System
A complaints system can: