Clear and objective communication

Página 34

Clear and objective communication is one of the most important skills to have excellent customer service. After all, communication is the basis of every interaction between the agent and the customer.

To begin with, it is essential that the attendant is always aware of body language and voice intonation. This is because non-verbal communication is responsible for transmitting much of the information in a conversation. Therefore, it is important that the attendant always has an open and receptive posture, and that his voice conveys security and confidence.

In addition, it is important that the attendant is clear and objective in his answers. Often, the customer contacts the company with a specific question or problem, and expects the attendant to be able to resolve it quickly and efficiently. In this sense, it is essential that the attendant has a good knowledge of the products and services offered by the company, so that he can answer the customer's questions clearly and precisely.

Another important point is to avoid using technical jargon or complex terms that could confuse the customer. It is important to remember that, many times, the customer does not have the same technical knowledge as the attendant, and may feel frustrated or disrespected if he does not understand what is being said. Therefore, it is important that the attendant be able to explain the information in a simple and accessible way, without losing precision.

Finally, it is important to remember that communication is not a one-way street. That is, it is important that the attendant is always willing to listen to the customer and understand their needs and demands. This can be done by asking clear and objective questions that allow the customer to express their concerns and expectations.

In summary, clear and objective communication is a fundamental skill to have excellent customer service. For this, it is important that the attendant is always attentive to your body language and voice intonation, be clear and objective in your answers, avoid the use of technical jargon and always be willing to listen to the customer.

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