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How to Effectively Communicate as a Customer Service Professional

Customer service professionals are vital to the success of businesses in many different industries and having customer service skills can help you in almost any position at any stage of your career. Because customer service is key to your company’s success, improving your customer service skills will help you shine whether you hold an entry-level or senior position. Here are some tips to improve your customer service skills to stand out in your position regardless of how advanced you are in your career.

Use Positivity to Communicate Effectively

Communicating effectively is crucial to anyone working within a customer service role because a large part of customer service involves talking with customers who might be upset or disappointed in the information they are receiving. Using positivity and effective phrasing  to combat any negativity in your language will help you navigate telling a customer upsetting news.

 

For instance, when telling a customer that their requested appointment time is unavailable, instead of saying “no, that day is unavailable”, try suggesting another time and give them a couple of options to choose from. Saying, “Monday is unavailable but we could schedule an appointment Tuesday or Thursday, would that work for you?”, will make your customer feel like you are trying to accommodate them rather than denying them their preferred time. The customer will feel valued because you used positive language and you will have succeeded in booking their appointment.

Be a Proactive Communicator

Part of being a great communicator is the ability to proactively anticipate your customer’s needs and what services you can provide them to meet those needs. Customers might come to you with a general idea of what they need and what services you provide, but it’s up to you to have the in-depth knowledge of your company and industry to be able to anticipate those needs. Because you are well informed on your company’s services, it will be much easier to understand what your customer needs and how to provide them with great customer-service experience.

Be an Active Listener

Active listening skills are helpful for customer service professionals for a variety of reasons. Being an active listener allows you to understand exactly how you can be of service to your customer. Because you paid close attention to what they were telling you, you can address their needs effectively. A tip from mindtools.com suggests when having an important conversation, “try repeating their words mentally as they say them. This will reinforce their message and help you to stay focused.”

Active listening also involves giving feedback so that the person you are talking with feels heard and understood by you. Use subtle indicators that you are paying attention to make your customer feel heard. If you are in person, make sure to make eye contact and nod your head to acknowledge what your customer is saying. Over the phone, use a simple “uh huh”, “yes”, or even “I understand”, and your customer will feel heard and understood.

 

Are you looking for customer service jobs in Jackson Mississippi? Look no further than Staffers! Call today to start your job search with Staffers!

 

See what our customers have to say about us!

“ My experience with Staffers was a real blessing. They welcomed me and hired me right away. I’m grateful and I love my job location. I’m looking forward to a great future and opportunities with this agency.” – Fannie M

 

“ Great company to work for and easy to find the perfect job to fit you. Thanks Staffers!! “

– Felisa W

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