RULES OF EFFECTIVE BUSINESS COMMUNICATION

IN CUSTOMER SERVICE

The ability to communicate, and communicate well, is one of the

biggest factors in business success. You could be an excellent designer, but
if you’re unable to promote your services and communicate effectively with
clients and colleagues, your potential is limited.

In customer service interactions, communication means everything.

Whether a customer needs help with a product purchase or is completely
frustrated to the point of leaving the brand, customer service agents need to
use the right skills to connect with customers in a way that leaves them
calmer, satisfied, and confident in the brand. Here are seven rules for
effective customer service communication that will empower agents and
customers alike.

Seven (7) Rules For Effective Customer Service Communication

· Personalize the interaction. Customers often seek a human touch

when contacting a brand, so agents should be sure to
personalize the experience right from the start. It’s important for
agents to introduce themselves, address the customer by name,
and ask in an authentic tone just how they may be of service.
Customers should be able to feel the agent’s willingness to help
them, so a cheerful tone on the phone and positive language in
written communication are essential to a personalized
experience.

· Avoid negative phrases. Simply put, there’s no place for

negativity or doubt in customer service. A frustrated
customer wants to hear that there is a solution to a problem.
Agents who may not have immediate answers should refrain
from using any language that suggests an inability to solve a
problem or lack of knowledge.

For example, they should avoid words such as “can’t” or “don’t” and
offer to find the solution with determined, positive language.
Negative phrases may not only frustrate a customer but make him
or her lose confidence in a brand.

· Use positive language with a touch of empathy. Agents who

use positive language and show confidence are far more likely to
appease and satisfy customers. Agents should use positive
phrases such as “I can,” “I will,” and “I understand” to connect
with customers. Such language is reassuring, proactive, and
empathetic and restores customer confidence.

· Listen closely and avoid interrupting the customer.

Customers want to be heard, so agents need to listen as much
as they offer support. Agents should always welcome customers
to explain their issues in full before providing solutions.
Interrupting a customer implies a lack of respect or empathy for a
problem, so it’s important to let them talk and politely offer a
solution once they are ready to hear it.

· Use consistent brand vocabulary. One critical aspect of effective

customer service communication is using consistent brand terms
that customers will understand.

When agents communicate with customers, the vocabulary

used to describe products or services should match the
language on the company website, mobile app, IVR menu
options, and social media sites. Brands should be consistent in
the vocabulary they use across all channels, and agents should be
skilled in the brand lexicon and use it accurately during service
interactions for faster, more efficient service.
· Give thorough answers to technical questions. Customers
may not possess the technical knowledge needed to understand
a problem, and agents need to be sensitive to this.

Consider, for example, a situation in which a customer contacts a

telecommunications company regarding a technical issue or
perhaps a retail company for a problem on the website’s checkout
page. Agents should make customers feel at ease when the
situation is technical and offer clear explanations in terms the
customer can understand.

· Make communication clear and concise. Customers want

thorough answers, but they also value their time. Agents
therefore need to remember that one aspect of effective
customer service communication is keeping the exchange fairly
concise and always relevant, whether it be verbal or written.

This point is especially vital on social media, chat, and SMS, as

they are channels defined by concise communication. Emails
should be kept to a length that gives just the right amount of
relevant information.

Lastly, agents should strive to use a natural, conversational tone

in their communication both on the voice channel and in written
form to keep a personal connection with the customer. On non-
voice channels, it’s especially necessary to humanize the
experience.

Effective customer service communication combines a

personalized approach with efficient practices that save customers time
and frustration while ultimately winning their loyalty.
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