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First Question : Focusing on customer communication is important to the long-term success of any business. In the early stages of the relationship, effective communication ensures your product or service meets the customer's immediate needs.
Second Question: The Customer Service Skills that matter :
to better understand the requirements of customer and respond accordingly
to give proper solution to the customer and guide properly
Without communication skills, one can not satisfy its customers.
Friendly peach customer pipline
Good communication skills include an understanding of psychology and how to deliver the right message at the right time. They include the ability to ask effective questions, to deescalate anger, and to reassure without the ability to actually assure results.
Excellent communication skills are important because communicating in this way shows customers that you understand what they actually mean instead of what they are simply saying.
By keeping in touch with your customers, you increase the likelihood of them remembering your business or recommending you to a friend next time they need the service your offer.
I THINK IN CUSTOMER SERVICES U NEED PATIENCE AND GOOD STATE OF MIND AND U MUST BE A GOOD LISTNER AND PROBLEM SOLVER THAT ARE ALL THE INGREDIENTS OF COMMUNICATION IT IS THE MAIN KEY IN CUSTOMER SERVICES
it's the only way you have to deal with customer specially your sound and tune of your sound as in customer services you can't see your client and same for him so your voice irepresent you for him and the purbose of the whole service depends on that phone call
Like a father with his children, I don’t like to play favorites, but at some point, I must acknowledge that one skill is more important than all of the others.
That skill is communication.
Powerful, effective communication is foundation without it few other aspects of a customer’s experience will matter.
Communication is the glue that keeps customer experiences from falling apart.
Communication is at the heart of the organizations relationship with itself with it’s external stakeholders and of course with its customers.
At the organizational level communication is a strategic imperative that should be aligned with goals and whenever possible carefully crafted to produce maximum impact
if my experience in customer service has taught me anything, it is this.
Empathy is the number 1 skill for any good customer service agent. if you can make the customer feel that you truly care about them and their problem, they won't really care if you fix it or not, literally you caring is enough for most people. you can turn angry customers into positive surveys simply by listening to them and showing them they're right to be angry and that you will do your best and will look into their issue and let them know what processes you are following keeping them informed along the way. empathy = happy customers. needless to say if you get an easy call and the customer feels like you dont care, you'll get a negative survey even if you helped them.
remember, people like people that understand and want to help them, not people that can but don't care.
The importance is as compared to the driving skills for a driver , you have to be in right path , stop at right place , move ahead at right time , give indicators maintain speed and rhythm , drive according to terrain so that you dont bump and crash , every terrain having different nature need different rhythm even though the driver is same.For instance, a good drag racer may not be good at hilly terrain.
Similarly , We all are individuals having different personalities , nature , pain threshold and capabilties of controlling emotion. Some are intuitive and others are very logical , some are introvert and other are extrovert, some are always smiling and others are having tough time to maintain their cool and so on.Then there are other variables such as type of issue , the magnitude of the situation , the ticket size , the language barriers , the choice of words , each variable largely contributing to the direction and result of communication, it becomes essential to have a good hold of communication skills.
Initially everyone will either look same or very different(ones you will remember for a long time) , once you start meeting a large group of clients every day , start listening to them and replying them , some time you will control some time you yourself will make the situation out of control and after having going through all this you will start getting the fine lines and rules of good communication. For instance , a good drag racer may not be good at hilly terrain.
Thus, First thing for Good Customer Service is to understand the customer and then provide the resolution accordingly , you may not be able to give him the immediate resolution or any resolution at all but the way you handle your client will make the difference.Last,Cherish them they will cherish you.
