The effectiveness of communication is not defined by the communication, but by the response. ~ Milton Erickson.
Communication methods vary from business to business. Now, whether you are on the phone or face to face, there are some tips that can help us communicate more effectively and improve customer service.
1. First, First impression. Creating a comfortable atmosphere is extremely important when you meet with a customer for the first time. If you are polite and listen to his/her demands patiently and show them interest, no doubts they will feel confident and comfortable to go on a second or third meeting with you. You will not need to convince him/her on how good your product or service is. If you pay attention to them, for sure, they will pay attention to you too.
2. Show them you care. Automatic responses are easier and faster, but, you should keep in mind that, on the other side, there’s another human being and showing them you care. Ask them about their business problems, doubts, and expectations. Be empathetic, let them know you understand what they are trying to say. Give them advice, options, solutions when necessary.
3. Beware of interrupting. Let them express themselves and make the most out of that information. You need to know what their problems and necessities are, so let them speak freely.
4. Provide answers to technical questions. Be empathetic, let them know you understand what they are trying to say. Give them advice, options, and solutions when necessary.
5. Conclude the conversation nicely. Try to close the conversation well as you started it, with a good atmosphere. Make them feel happy and that the time they invested in the conversation was worth it. Let them know you’ll be working on their demands and that you’ll be back to them as soon as possible.
Whether:used to talk about a choice between two or more possibilities (Si condicional)
Polite: having or showing good manners and respect for the feelings of others. (educado, atento, correcto)
Demands: a strong request or need for something. (exigencia, reivindicación)
Confident: certain about your ability to do things well (seguro de sí mismo)
Keep in mind: to remember and take into considertaion later (tener en mente, recordar)
Doubt: a state of being uncertain about something. (Duda)
Advice: suggestion about what you think someone should do. (Consejo/s)
Beware: used in order to warm someone to be careful. (tener cuidado con)
Themselves: used to show that the people who do the action are also the people who are affected by it. (Así mismos)
Freely: without being controlled or limited. (Libremente)
Provide: to give something to someone. (Suministrar, proveer)
Nicely: in a pleasant way. (Bien)
Worth it: to have a particular value, especially in moeny. (Valer algo)
Some info taken from:
Vocabulary definitions and translation from:
Let’s practice… Join our FREE Speaking Club!