{"id":1585,"date":"2010-02-22T12:47:56","date_gmt":"2010-02-22T12:47:56","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=1585"},"modified":"2015-07-28T12:50:02","modified_gmt":"2015-07-28T12:50:02","slug":"communicating-with-customer-focus","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/communicating-with-customer-focus\/","title":{"rendered":"Communicating with Customer Focus"},"content":{"rendered":"<p><strong><img decoding=\"async\" loading=\"lazy\" class=\"alignright size-full wp-image-5350\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/04\/focus.jpg\" alt=\"Communication is a key customer service skill?\" width=\"77\" height=\"60\" \/>What you say as a Customer Service Professional is key to increasing customer satisfaction. This article focuses on what you should say.<\/strong><\/p>\n<p>Having a customer-focused mindset is important in providing exceptional customer service. Applying effective communication skills is equally important.<\/p>\n<p>Key communication skills include:<\/p>\n<p><strong>Presence:<\/strong> The level of confidence that you portray.<\/p>\n<p>Can the customer believe that you are able to help them?<\/p>\n<p>One way to demonstrate presence is to use a standard greeting that conveys to the customer, \u201cYou\u2019ve called the right person; I can and want to help\u201d.<\/p>\n<p><strong>Relating:<\/strong> Relating is the comfort level between you and your customer.<\/p>\n<p>This includes, building rapport, matching communication styles, and being professional. An example of matching communication styles is as follows: If a customer talks fast and loud, and is bottom-line, results oriented, we match his\/her communication style by talking at a comparable pace and providing them with the bottom-line information they desire. This customer would not relate to chit-chat or soft-spoken responses.<\/p>\n<p><strong>Questioning:<\/strong> Questions help you to service your customers by:<\/p>\n<ul>\n<li>Helping you get the necessary information to understand the situation fully.<\/li>\n<li>Giving you control of the conversation.<\/li>\n<li>Allowing you to test for commitment.<\/li>\n<li>Serving as a powerful tool for handling objections.<\/li>\n<li>Building rapport.<\/li>\n<\/ul>\n<p><strong>Listening:<\/strong> Hearing is a passive skill; listening is an active skill. You make an active choice to listen well. Indicate that you are listening by using phrases such as \u201cI see\u201d or \u201cuh huh\u201d. Demonstrate that you\u2019ve listened and understood by paraphrasing what you\u2019ve heard.<\/p>\n<p><strong>Checkbacks:<\/strong> Checkbacks are questions used to get the customer\u2019s reaction, feeling, or opinion about what you have just said or done. What is the customer thinking or feeling about information you may have provided? Choosing Your Words<\/p>\n<p>Let\u2019s experience the difference that our word choices can make. The following are samples of responses to customers. Put yourself in the customer\u2019s shoes and ask yourself, \u201cHow would I feel if a Customer Service Professional (CSP) said this to me?\u201d<\/p>\n<p>A CSP who is not customer focused might say this: You\u2019re not listening to me!<\/p>\n<p>Whereas a customer-focused CSP might say this: I\u2019m not sure I said that clearly, let me explain that a little better.<\/p>\n<p>A CSP who is NOT customer focused might say this: That\u2019s not my department!<\/p>\n<p>Whereas a customer-focused CSP might say this: We don\u2019t handle that in my department, but let me transfer you to someone who can help you with that.<\/p>\n<p>A CSP who is NOT customer focused might say this: I don\u2019t know!<\/p>\n<p>Whereas a customer-focused CSP might say this: That\u2019s a great question. If you\u2019ll hold on, I\u2019ll get that information for you.<\/p>\n<p>A CSP who is NOT customer focused might say this: That associate must have given you the wrong information. She shouldn\u2019t have told you that.<\/p>\n<p>Whereas a customer-focused CSP might say this: I understand what you were told; I apologize for the misunderstanding. Let me explain\u2026.<\/p>\n<p>A CSP who is NOT customer focused might say this: If you would let me help you, you probably won\u2019t need a supervisor, because she will just tell you the same thing I told you.<\/p>\n<p>Whereas a customer-focused CSP might say this: I would be happy to get a supervisor for you. Would you be willing to let me try to help you first? And if you aren\u2019t satisfied, I will get a supervisor right away.<\/p>\n<p>Your choice of words is critical to not only making your customer feel well cared for, but also to a successful outcome of your customer-focused interactions. The best tip for choosing your words is to think first and ask yourself, \u201cIf I were a customer, how would I feel if a Customer Service Professional said this to me?\u201d<\/p>\n<p><strong>About the Author<\/strong><\/p>\n<p>Terence R. Traut is the president of <a href=\"http:\/\/www.unlockit.com\/\" target=\"_blank\">Entelechy, Inc.<\/a>, a company that helps organizations unlock the potential of their people through customized training programs in the areas of sales, management, customer service, and training. Terence can be reached at 603-424-1237 or ttraut@unlockit.com.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What you say as a Customer Service Professional is key to increasing customer satisfaction. This article focuses on what you should say..<\/p>\n","protected":false},"author":67,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1585"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/67"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=1585"}],"version-history":[{"count":2,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1585\/revisions"}],"predecessor-version":[{"id":5352,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1585\/revisions\/5352"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=1585"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=1585"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=1585"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}