Even the best designed customer service strategy may become unsuccessful because of bad communication skills. Employees need to understand the basics of body language, sound, and the use of the correct words so that customer service standards work properly. Every disappointed customer tells 10 people about their experiences and can never return. In today's competitive market, bad customer service can not be selected. More than ever, businesses need to focus on details of their service plan.
Proper body language is essential in all customer service situations. It does not matter what words come out of your mouth if the body language results in bad, bad customer service. When interacting with clients, peers have to smile, hold eye contact and advance with interest. The basis of these three body language allows the customer to associate an affiliate with what they say is the affiliate friendly and that their partner is happy to accept the customer. The passage of arms, the frown and the avoidance of eye contact disturb the position of customer service every time. These behaviors give the impression that the associate is unfriendly, does not care about them, and is harsh.
The right tone is the next communication skill that is capable of eliminating client interaction. The correct words in the monotone voice give apathy and obstruct them as customers. Make sure your staff smiles in their voice and that they say goodbye and honesty. Your voice is especially important on the phone. Smiling as he talks to a customer on the phone, he will make fun of you. Since customers can not see you while you're telephoning, it's important that you revive your voice. Your phone is "dead" and you have to compensate for extra energy.
The last communication skill uses the right words. It is always important to always be positive in the service. For example, try not to say "I can not do it". Instead of saying, "We can not do this next week," he says, "We can do it next week." What is better? The second offer is loud and positive, while the first is negative. Describe all the negative things customers have to say every day and find the same thing more positively. More pleasant and positive words make a big difference in customer service experience.
When formulating customer service standards, do not forget basic communication skills. Body language, sound, and the right words can break or eliminate interaction of every client. Even the most brilliant strategy can be fostered by poor communication and can be an integral part of your training and strategy.
Source by sbobet