Effective Communication is one of the most important aspects in delivering high quality customer experience. Eliminating communication barriers should be the first and foremost priority of any company, since the way you communicate with customers is the basis for the perception formed about your organization. Many businesses struggle to effectively communicate with customers due to various reasons including internal and external barriers. It is important to understand and eliminate these barriers and give way to seamless communication with the help of infrastructure comprising of human and technological assets. Some of the ways through which companies can go about identifying and eliminating communication barriers are as follow:
CSRs (Customer service representatives) should form a communication strategy based on their target audience. CSRs often find themselves in situations where customers are on a completely different level, which makes getting the point across very difficult. Representatives should receive customer service trainings that will help them communicate effectively with different types of customers according to their needs. Although, it is advisable to have a premeditated script to facilitate customer communication, CSRs should not be entirely dependent on it. They should be able to deviate away from the script and improvise when needed. For example, it is easier to interact with tech-savvy customers about technical specifications of a product or a service, but might prove difficult for a layman, who is not well-acquainted with technology. In such a situation, a CSR should be able to explain, in layman’s terms, the benefits of the aforementioned features or specifications.
Customer service representatives must display the appropriate level of enthusiasm and commitment during their interaction with customers. A CSR who sounds bored and lethargic is likely to drive customers away and discourage any meaningful communication. On the other hand, if the CSR shows genuine interest and enthusiasm in the conversation, it will enhance the customer service experience, in addition to encouraging customers to express their concerns and get their problems solved. CSRs should be trained to keep interactions smooth and pleasant without dragging and deviating from the issue at hand. Additionally, all interactions should exhibit commitment to serve the customer in the best possible way. For example, never refuse requests from customers, find out ways to accommodate them and offer solutions.
It is important to use the appropriate medium for different types of communication. Determine which medium is well suited for the requisite communication. For example, dispensing highly technical information should not be done over phone, since it is likely to confuse customers. For this purpose, a well-elaborated email or a guide could be used, so that customers have time to read and absorb all technical details. In the same way, some interactions require face-to-face communication. CSRs should be trained to judge a situation and use appropriate form of communication as per need.
Customer service representatives often indulge in giving out too much unnecessary information, which serves no purpose and ends up confusing customers. CSRs should keep all interactions precise and to the point. It is their job to determine how much information is required and communicate that effectively without getting into unnecessary details. In the same manner, all written communication should be kept precise and to the point. Customer Service Trainings and workshops can be conducted so that representatives can communicate with precision.
It will be helpful, for both customer and the CSR, if the interaction is structured and organized. CSRs could maintain a checklist that needs to be covered. It would also save time if prior to the interactions, CSRs have all the relevant information regarding customers.
Customers are extremely sensitive to tone and language used by customer service representatives in any form of communication. It is important for CSRs to realize that small differences in tone and language can greatly impact a customer’s perception. CSRs should be able to gauge the emotional state of customers and use appropriate words or phrases to please them. For example, CSRs need to be extra careful with customers who sound angry or agitated. In such scenarios, CSRs should ensure that the situation is not escalated by tactfully calming down the customer. Empathize with customers and choose words which lead to stronger customer-brand relationships.
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