Positive verbal and non-verbal ways of communicating with customers.
Assessment Outcomes –
3.1 Describe positive verbal and non-verbal ways of communicating with customers.
Working in customer service is a tough job that requires lots of interpersonal skills.
Customer service is about resolving problems, your clients won’t contact you because they want to have a nice chat. They will want you to explain something, fix something or do something for them. Some of them will be upset; others will be angry.
That’s why a customer service agent needs a lot of intuition and empathy to solve their problems and avoid unpleasant situations.
The problem is, customers sometimes request something that you can’t do for them. It might be against the policy or, even against common sense. In such situations, you’ll have to admit it, hoping that they won’t burst with anger.
Luckily, there is one universal way helping to avoid conflicts, keep customers happy and deliver exceptional customer service.
It’s positive communication, the ability to convey messages, even negative ones, positively.
Communication is not only about words and exchanging information. Words are a crucial part of the message, but the tone we’re using and body language also matter.