The most important part of customer care is effective communication and all the things that go with it. This is a skill that is extremely important to train your employees in as it can often mean the difference between delivering an okay customer care experience, and a great experience that becomes a selling point for them when they are telling their friends what kind of company you have.
A good example of bad communication is when the person you’re talking to claims you said something, and you can’t remember ever saying it. This happens when the information that is transmitted when we talk ends up being less about the words we actually say, and more about what the other person thinks that they mean. This doesn’t mean that your customer care professionals need to use more and more technical jargon to clarify every sentence they utter, but rather means that they need to learn effective communication skills that will help them be better understood when talking with someone whom they have only met a couple of seconds ago. A large part of this comes with learning how to listen to the customer and better understand what they mean rather than what they say.
Chances are that customer care professionals are not the only ones dealing with the customers or potential customers. Sales people should also be trained in communication skills. In this case the communication that needs to occur is finding out what the customer needs, and then selling to them the best things in your product in such a way that the customer feels the need to buy it, without feeling like they are being sold something they don’t want. This can be a hard thing to do for many sales people, especially as communication is not often something that is addressed when training to become a salesperson. If done right, learning how to communicate better will increase sales as long as the buyer base is there.
Here are some tips for developing better listening skills from your friends at Dale Carnegie Training:
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