101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Part Two. Communication

Good customer service relies on effective communication as a means of gathering necessary details, providing information, and responding to customer concerns. This means that the service interaction must be built on clear, concise, and accurate communication skills. The service provider and the customer must listen to one another and must speak in a way the other party can understand. This means that the service representative must facilitate the interaction in ways that help customers give and receive information more effectively.

Successful communication helps avoid misunderstandings and creates a positive impression with customers. It requires that service representatives be able to put things in proper perspective by interpreting the information within the context of the specific situation. In order to do this, they must recognize that each customer is unique in his or her beliefs and feelings and that circumstances affect the meaning of communication. This interpretation occurs through both verbal and nonverbal expressions.

Verbal communication is a two-way process involving both a sender and a receiver. It involves expressing thoughts clearly, accurately, completely, and concisely; listening or reading attentively; and asking questions when necessary. Language must be clear and consistent, and details must be complete and concise so that the message comes through as intended. This requires a dialogue between customer and service provider, and questioning ...