Effective Customer Service & Communication
Effective Customer Service & Communication
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Effective Customer Service & Communication
What do you already know about effective customer service skills?
Learning Objective
At the end of the lesson you will be able to demonstrate customer service in different situations using appropriate behaviours, and apply effective communication skills to meet expectations.
What is Customer Service?
Customer service is the support given to both internal and external customers. It is not limited to retail and includes everyone involved in your organisation.
Types of Communication
Written & Electronic
Written communication includes letters, emails, and memos. Each has its own formality and etiquette.
Face-to-face communication includes body language, eye contact, and gestures. Over 60% of communication is non-verbal.
Face-to-Face & Non-Verbal
Sign Language - what is the benefit of a few words?
Slide text
Telephone & Verbal Skills
Good phone manners include clear speech and suitable volume. Prepare questions and confirm details using open and closed questions.
Active Listening
Active listening means focusing on what is being said and recalling key facts. Paraphrase what the customer wants and ask follow-up questions for clarity.
Barriers to Communication
Poor body language, negative facial expressions, impatience or lack of confidence can create barriers.
Behavioural Barriers
Limited product knowledge or literacy, weak articulation, and language or cultural differences can also impact communication.
Skill & Language Barriers
Supporting Specialist Needs
1. For customers with hearing impairments: Use clear body language and, if possible, basic sign language or written notes. 2. For customers speaking other languages: Use simple language, visual aids, and check for understanding. 3. For customers with visual impairments: Use clear, descriptive language and offer assistance with forms or reading materials.
Key Takeaways
Delivering effective customer service requires adapting communication, considering both verbal and non-verbal signals, and being aware of barriers. Always be prepared to adapt your approach for different customer needs.
Write down 3 things you learned in this lesson about communication.
