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Advice from the ILAC School of Service Excellence:

10 Communication Skills You Should Apply
in the Customer Service Field

When working in the customer service field, you have to be prepared to negotiate with several customers in order to assure their satisfaction and the success of your company. It is very important to take into account that one of the best ways to keep customers happy and satisfied is by communicating well. Something as simple as a misunderstanding can cause many different issues, but with these tips you will learn how to communicate appropriately with a customer and avoid those!

1. Use Proper Language:

The first step in having a successful conversation is to use language that is appropriate to the situation and the person you’re speaking with. Many customers won’t know certain terms (jargon) that may be used in your workplace or career.  Try to use general language that everyone will understand!

Successful applauding executives sitting at the table

2. Pronounce Your Words Correctly:

It is very important to get the message across exactly as you had intended. Try to pronounce words properly and don’t slur them! Don’t be afraid of repeating a sentence in order to deliver the information correctly.

3. Give the Other Person the Opportunity to Contribute:

A one-sided conversation tends to become boring and make the listeners lose interest. Let the other person take part in the conversation too!

4. Keep a Good Voice Tone:

Consider the surroundings and the situation you are in, and use the proper tone of voice for it! Having the wrong tone of voice may seem impolite or confusing.

Smiling business man sitting at his computer desk

5. Stay Focused on the Speaker:

When having a conversation, focus on the person you are talking to. It is unprofessional and impolite to be distracted by other things when a customer is talking to you.

6. Listen Closely and Make Sure You’re Understanding:

If, at any point in the conversation, there is something you don’t understand, don’t be afraid to ask questions. It is better to ask for clarification than to not understand what the customer said or wants!


7. Don’t Interrupt:

Let customers say what they want to say first, and wait  for the right moment (a short pause for example) to speak! Avoid cutting people off mid-sentence while they’re speaking.

8. Watch Out for the Body Language:

Body language is considered to be one of the most important factors when conveying information. If you have a bright attitude, and express interest in the conversation with your face (smiling, nodding, and more), you will make a better impression!

9. Avoid Unpleasant Gestures:

Just as body language can be very beneficial, it can also be detrimental! Having a bored facial expression, crossed arms, sighing, yawning, and not making eye contact will make the customer feel unappreciated and disrespected.

10. Ask Questions at the End to Show Your Interest in the Conversation:

As a wrap up, repeat the main points of the conversation or clarify anything that might have been left unclear. This shows you were listening closely and you got the message!

Business team enjoying victory

If you’d like to learn more about Customer Service, visit http://www.se.ilaccollege.com/ for information about the ILAC School of Service Excellence Program and how to enrol!

Gabriela Garcia

資料來源: ILAC Customer Service Diploma Program