Communication - A Tool For Excellent Service Delivery

Effective communication is a critical

component of customer service for
every organization. In dealing with
customers, communication is essential,
whether it is face-to-face, over the
phone, via email or, social media.
Strong communication and effective
problem-solving skills are must-haves
for all staff and especially for those who
interact with customers. We must listen
well and communicate effectively
verbally. Those who respond to
customers via written channels must be
very good at spellings, have good
grammatical skills and have the ability
to convey information effectively

Communication could be via words, voice tone or body language.

• Words- We must choose our words carefully and use words that can easily be
understood
• Voice Tone – The tone with which we speak carries a whole lot of meaning.
Saying the same thing with different tones could connote entirely different
meanings. So, we must always convey friendliness and amicability while
interacting with customers
• Body Language – Of all the communication channels highlighted above,
communication via body language has the greatest impact. Body language is a
type of nonverbal communication in which physical gestures / behavior, as
opposed to words, are used to express or convey information. Our nonverbal
sensors have the ability to accurately perceive emotion. Our posture should
express attention, understanding, friendliness and openness.
As Service Representatives, we need to understand how to read body language, how
to process tone, and how to get at the meaning behind the words. Often, what
customers end up saying is not what they really want to say.
Effective communicators owe it a duty to dig deeper to find out what the customer is
actually trying to communicate.
Effective communication in customer service requires a thorough understanding of
the needs and perspectives of customers…what is important to them and their
expectations in terms of service,
Communication - A Tool For Excellent Service Delivery

It is important we pay attention to what we say and how the listener interprets what
is said. Communication is said to be effective when the conveyer/speaker articulates
his thoughts well in words, well accentuated by the appropriate body language, and
when the listener understands and properly interprets what is being said.

Elements of Effective Communication include but are not limited to:

Non Verbal Communication skills: This involves communication without
words. It includes facial expressions, gestures and posture
 Your body language should communicate your true feelings towards a
Customer-Say what you mean and mean what you say
 Your body language and facial expressions must be positive at all times - the
customer’s satisfaction essentially depends on this
 Show genuine interest in what the customer is saying- make eye contact as
often as is necessary
 Be careful with your body language - guard your facial expressions
 Smile and be friendly with the customer
 About 80% of our communication is non-verbal.

Verbal Communication skills

 Keep communications clear, concise and simple
 Use appropriate and professional business language
 Improve on your spoken English - badly constructed sentences can be a put off
to the listener
 Communicate in vernacular only when the customer does not understand the
English Language

Listening skills:
 Never interrupt the customer while they speak
 Actively listen to the customer- ensure you understand what they are saying;
do not assume
 Confirm your understanding by repeating what you think you heard them say

Action:
Give examples of times you were misunderstood by a customer and how you
handled the situation