effective communication

Página 1

To provide excellent customer service, effective communication is one of the main pillars. After all, it is through it that the attendant can convey important information, understand the customer's needs and solve problems.

In order to have an effective communication, it is necessary to be aware of several aspects, such as:

• Clarity: It is important to be clear and objective when talking to the customer, avoiding technical terms or jargon that could lead to confusion.
• Empathy: Putting yourself in the customer's shoes and understanding their needs is essential for effective communication. This means paying attention to what he is saying and showing that you care about his situation.
• Tone of voice: the tone of voice used during the service can greatly influence the customer's perception. It is important to maintain a friendly and calm tone, even in conflict situations.
• Feedback: Giving clear and objective feedback to the customer is a way to show that you are working to solve his problem. Also, it's important to solicit customer feedback to understand how you can improve service.

In addition to these aspects, it is important to remember that effective communication is not just about talking. Body language is also a form of communication and can influence the customer's perception. Therefore, it is important to maintain a proper posture, look the client in the eye and show interest in their situation.

Finally, it's important to remember that effective communication is a skill that can be developed with practice and proper training. Investing in qualification and training for the customer service team can be a way to improve communication and, consequently, the quality of service provided.

Next page of the Free Ebook:

2Empathy