Usman Ghani (November 4, 2016)
Investing in improving the communication skills of your staff will result in benefits for the business in the long run. Training workshops and games are one of the many ways in which businesses can engage their employees in a fun and creative manner whilst polishing their communication skills. These trainings can be conducted outdoors or indoors, depending on number of participants and activity chosen. There is an extensive range of training workshops that are highlighted as a stepping stone towards best customer service practices by relevant industries. Training is beneficial for personal and professional growth of employees and businesses. Here are a few tips on developing and improving communication skills of your staff for the overall success of the business:
For a team to function harmoniously, it is imperative that all members know how to communicate with one another. Communication barriers between individuals can be overcome through workshops focused on active listening and observation skills. These workshops should focus on exercises which help develop listening skills for participants. As a result, seamless communication process can be achieved between all team members. In the long run, better listening skills enable CSRs to build and strengthen relationships with customers.
Effective communication requires the correct choice of words and the right tone of voice. Activities that teach CSRs to rephrase and improve various client communication expressions and sentences can personalize the experience for customers whilst conveying information or sorting issues. Your front desk is the face of your company, so it is important to have staff who have excellent speaking skills to satisfy customers of all temperaments. Training activities that focus on improving vocabulary and diction can aid CSRs in perfecting the art of effective communication.
Customer experience staff has a substantial role in maintaining a positive image of the business as clients will reach out to them in case of queries, complaints and suggestions. Whenever there is face-to-face interaction, it is essential that CSRs use the right body language. There is a long list of do’s and don’ts of gestures CSRs should be aware of. For example, rolling your eyes, crossing your arms are a no-go when dealing with clients face-to-face. Proper eye contact for instance is necessary to empathize or interact effectively with clients as it indicates you are paying attention. These skills can be strengthened through training sessions that focus on the essentials of body language.
In a business, due to hierarchy, it is very likely that two colleagues might not understand what the other is responsible for and what his/her tasks are or a client’s mindset and reaction during a situation. Role-playing games and activities help those working in customer service to understand different types of customers, what their needs are and how to communicate with them. Individuals can be engaged in role reversal and made to play out customer service scenarios. This activity will help participants in understanding customers, improve communication and how to empathize during difficult situations.
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