Customer service is hard sometimes but it is pretty easy to improve on your customer service skills if you put in that little bit of extra effort here and there. Today I'd like to talk about verbal communication because it is one of the most important aspects in customer service. What you say and how you say it is what's going to generate a sale for you and it's what the customer is going to take away from your interaction. If you fail to communicate effectively with your customer you are going to lose money; simple as that.
Tone is almost 80% of verbal communication. It is incredibly important because it tells people what the intentions are behind each word used. If you take a strict or sarcastic tone with a customer they aren't going to like you very much so it is best that you use happy tones. Accepting and helpful tones are the best possible ones to use when speaking with a customer. Lull them into a state of ease and they will be more prone to buy something off of you. Trust is money, friend.
The words you choose to use in your sentences go a long way in changing a customer's attitude. If you say things like: "No problem." You may not think that there is anything wrong with that but really, that phrase implies that there might have been a problem at some point and the customer is going to get a negative feeling about that particular interaction. It is all about perceptions you see, subtle changes in words here and there will go a long way to subconsciously changing the minds and feelings of your customers as you deal with them. You want to guide them toward happiness.
Often when you're speaking with your friends and your family you might have a habit of speaking at a lower register. People in comfortable groups are going to be able to pick out words from a softer speech than those unfamiliar with your speech patterns. To avoid being misheard or not heard at all, make sure you project everything you say. Think about every customer interaction as a little stage play. When you're on stage you want the audience to hear and understand you, even when you don't have a microphone.
Have you seen the latest Charlie and the Chocolate Factory movie? Willy Wonka keeps telling the kid who loves television to stop mumbling and that's what I'm going to tell you now. Stop mumbling because no one can understand mumblers. Make sure that every word you say is clear as crystal so that there is no confusion in the matter. A confused customer is not going to buy anything from you.
Communication is key to success in the customer service industry. The easier it is for the customer to understand you the easier it will be to convince them to buy your product in the future. Just try some of these simple ways to improve your verbal communication and you will notice a huge change in each of your customer interactions.
Tone is almost 80% of verbal communication. It is incredibly important because it tells people what the intentions are behind each word used. If you take a strict or sarcastic tone with a customer they aren't going to like you very much so it is best that you use happy tones. Accepting and helpful tones are the best possible ones to use when speaking with a customer. Lull them into a state of ease and they will be more prone to buy something off of you. Trust is money, friend.
The words you choose to use in your sentences go a long way in changing a customer's attitude. If you say things like: "No problem." You may not think that there is anything wrong with that but really, that phrase implies that there might have been a problem at some point and the customer is going to get a negative feeling about that particular interaction. It is all about perceptions you see, subtle changes in words here and there will go a long way to subconsciously changing the minds and feelings of your customers as you deal with them. You want to guide them toward happiness.
Often when you're speaking with your friends and your family you might have a habit of speaking at a lower register. People in comfortable groups are going to be able to pick out words from a softer speech than those unfamiliar with your speech patterns. To avoid being misheard or not heard at all, make sure you project everything you say. Think about every customer interaction as a little stage play. When you're on stage you want the audience to hear and understand you, even when you don't have a microphone.
Have you seen the latest Charlie and the Chocolate Factory movie? Willy Wonka keeps telling the kid who loves television to stop mumbling and that's what I'm going to tell you now. Stop mumbling because no one can understand mumblers. Make sure that every word you say is clear as crystal so that there is no confusion in the matter. A confused customer is not going to buy anything from you.
Communication is key to success in the customer service industry. The easier it is for the customer to understand you the easier it will be to convince them to buy your product in the future. Just try some of these simple ways to improve your verbal communication and you will notice a huge change in each of your customer interactions.
About the Author:
Joann loves to talk about how to improve your customer service skills for success and she also talks about some customer service skills examples.
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