07/17/2024 | Press release | Distributed by Public on 07/17/2024 07:35
Customer service revolves around communication. I should know - I worked as a frontline support rep for nearly three years.
I took calls, messaged customers through online chat, and responded to thousands of emails. I even won an award for completing a record number of support tickets while maintaining a near-perfect customer satisfaction score.
In this post, I'll list the skills needed for excellent customer service communication. We'll then dive into each one's purpose and how you can improve all of them as a small business owner.
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Try NowHere are 15 customer service communication skills that small business owners should master.
Active listening is more than just hearing what people have to say. It's thinking about their feelings and obtaining their genuine opinions. You aren't just responding to their words; you're responding to their body language, tone of voice, and any other signals that tell you how the person feels.
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Problem-solving is your ability to think critically and come up with unique solutions. Not every question will have a clear answer - and sometimes, that answer isn't what the customer wants.
Don't be afraid to get creative and lean into personalized solutions. Customers will appreciate these efforts because it shows you care about their well-being. It also fosters brand loyalty, which keeps people coming back to your business.
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We're not talking about sketch comedy; we're talking about your ability to think on your feet.
Improvisation is incredibly important for customer service. You never quite know what customers are thinking, so you have to be ready to respond no matter what.
The best customer service reps adapt on the fly and improvise as they interact with customers. Sure, they understand protocol and when to draw the line, but they aren't following a script or providing robotic responses. They're having a genuine conversation with the customer, which creates a better experience for your business.
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Conflict resolution is necessary for diffusing tense conversations with customers. Not every interaction will be positive, so you must be prepared to handle people who are upset or frustrated with your business.
While they aren't ideal, these situations are opportunities to improve customer relationships and develop loyal brand followers. If you can navigate these situations successfully, customers will appreciate your efforts and walk away with a positive memory of your brand.
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Time management is an underrated customer service communication skill. No one wants to be stuck on a phone for hours troubleshooting a problem. Even if you find a solution, you've wasted half your day working on the same issue. It's not good for the customer or the business that has other calls to get to.
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Emotional intelligence is your ability to interpret other people's feelings. The better you can read emotions, the easier it will be to connect with customers.
It will also help you avoid aggravating people already frustrated with your brand. These customers give you a split second to react, and what you say significantly impacts their experience. The more you understand why they're upset, the better your response will be.
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Empathy is how much you care about your customers. After all, great customer service starts with caring about their problems. If you don't care about what they think, why even provide support at all?
Empathy can make up for a lot in customer service. Sometimes, it can be as important as the solution you're providing. Some customers won't be satisfied until they feel like you understand their issue and make a conscious effort to solve it.
Be sincere with your responses. Go the extra mile to show customers you care. Not only will this build a good reputation for your business, but it will lead to repeat sales, too.
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Customer service communication isn't just conducted over the phone or in person. It's done over text-based channels like email, live chat, SMS, and social media. While verbal communication is very important, writing skills are equally valuable in customer service.
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As a business owner, there are plenty of moments when you need to teach someone about your product or service. Customers either want to know why something works the way it does or understand what you are doing to help them.
These are opportunities to build trust with your customers. By walking them through your process, you can show them why they can rely on you to solve their problems. It might take an extra second to explain, but it will help you establish a common ground with customers dubious about your intentions.
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The Small Business Communications Time Suck is Real
Yes, communication is vital, but is it eating up all your whole day? Take back those hours now!
Nonverbal communication includes body language, such as eye contact, hand gestures, distancing, and other factors we can visually interpret. Body language plays a huge role in communication because it affects the meaning behind our words.
For example, I'm probably angry if I frown and make aggressive hand gestures. If my head is down and I'm moving slowly, maybe I'm sad or not feeling well.
You can use these signals to create better customer experiences. Ask why they're feeling down and if there's anything you can do to help. You'll quickly connect with people on a more human level than before.
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Feedback is a two-way street. You need to be great at receiving feedback, but you also need to be good at giving it.
Receiving feedback means being open to criticism. While constructive feedback is great, we don't live in a perfect world, and some people won't polish their comments before voicing them. You might be hit with harsh words and should prepare to handle that.
Conversely, giving feedback is important, too. I'll say it - customers aren't always right. But they do have to feel like they're right, even when they're wrong. Learning to let them down easily is a crucial customer service communication skill.
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As a customer, getting your call transferred sucks. You have to repeat your story to a whole new person, wasting time and energy over again.
If you work in customer service, you know that conversation transferring is a part of the job. In most cases, transferring the call to another person or channel is better for the customer. They have a higher chance of solving their problem because they're in an environment more conducive to troubleshooting their issue.
Learning how to communicate this is key to customer service. It will keep your customers happy while putting you in a better position to provide a solution.
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Customer service is a team sport. You have to work with customers to find solutions to their problems. Even if you know the best answer to their question, some people don't appreciate being told what to do. They want to find solutions independently, so you have to guide them to the answer. It takes a little extra time, but it's worth the customer satisfaction.
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How you present a solution is just as important as its results. Why? Because some customers don't trust your business. They may have had bad experiences with you or a competitor and think you're trying to exploit them.
Before you offer a solution, take time to make sure your message makes sense. Provide a clear and concise summary and explain why this solution will work and why it's better than the alternative options. It will make your communication more compelling and encourage customers to trust your solution.
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When I started as a support rep, I was terrified to answer the phone. I put almost every customer on hold as I frantically searched for a solution.
But, I got better - not at researching but at talking with customers and buying myself more time. I learned how to put people on hold and explain my solutions clearly. I became a confident support rep, and that confidence created better customer experiences.
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Small businesses rely on customer service. It's part of what separates you from the big-box brands.
Excellent customer service starts with good communication. The more you can connect with customers, the easier it will be to provide effective solutions. Prioritizing the skills on this list will make you a better communicator and prepare you for any support situation.
The Small Business Communications Time Suck is Real
Yes, communication is vital, but is it eating up all your whole day? Take back those hours now!