Effective Communication for Enhanced Customer Service

Communication is the most important element in customer service. Good customer service entails listening to customer needs and addressing them. Since customers are the pillars of any business, creating lasting relationships with them keeps a business running.

Ineffective communication in customer service costs the US about $4 billion annually. With the solution of effective customer communication management, a company strives to deliver a consistent brand message through all available channels to address customer pain points.

Positive communication reaps great benefits. First, it presents a good brand image and makes clients connect less with an organization’s competitors. Second, it lets customers understand that their needs are important and a particular organization will do anything to meet them.

Third, clients will have peace of mind since they know that their concerns are in the right hands. Lastly, as a result of trust, customers will use word-of-mouth marketing to promote a business.

Upon capturing a customer’s attention, a business should then develop a relationship of trust to keep the client coming back, with communication at the center. Whether in the form of a phone call, email, or letter, communication helps a business understand what the customer wants. Here are some tips that result in effective communication.

Listening then acting. By the time a client reaches out for help, they have a pressing need. To solve a customer’s issue, listening skills are important. Even if a client reaches out to complain, it is good to lend them an ear. Not only does this make them think that they are valued, it also gives insight into the issue.

Positive language. A change in a customer service representative’s language makes a significant difference. Positive language creates perceptions about a company. A customer service agent might not fully address a problem, but their attitude can influence how a customer responds.

Clarity and conciseness. Besides having the right equipment for the job, customer service representatives should speak clearly and slowly. It is detrimental if a client can’t hear what the customer service agent is saying. In addition, agents who are not confident or speak too quickly may drive away customers.

Ability to predict customer issues. Some clients may not express themselves fully, and when a customer orders a product online, an agent doesn’t always have a conversation with them. It is important in such cases to analyze their preferences and make choices for them. Yes, it is a tough skill, but misreading and misunderstanding customers may chase them away.

Visual engagement. A business’s customer service strategy depends on the business tools it uses to connect with its customers. Today, real-time support is an advanced customer support type that helps identify errors at the first contact and offer appropriate solutions. In turn, the number of interactions is reduced.

A positive first customer experience. Not only do first impressions make customers satisfied, but they also accelerate revenue. Reducing wait times, avoiding scripted conversations, and offering real-time support often result in first positive experiences.

Based in Ohio, Eiad Hasan is the branch manager for two JP Morgan Chase Bank branches, one in Twinsburg and the other in Aurora.