“How can I make the customer understand what I say?”
The employee should also pay attention to how to deliver the message effectively. The company’s training should include the following:
- Positive vs. Negative words
- Coherent vs. Incoherent talk
- Formal vs. Informal speech
A client feels quite different when the employee says “we can’t do that” versus “we will try.” Using positive words shows that the company is willing to solve issues and that it cares for the customers. Negative words such as “can’t,” “won’t,” “no,” and “not now” leave the client frustrated and frequently leads to a bad review for the company.
Additionally, coherence in verbal communication eliminates misunderstanding and provides a trustworthy dialogue. Incoherence can be defined as secrecy or telling lies, which customers certainly don’t appreciate. Incoherence can also indicate a lack of expertise or knowledge.
4. Service Proficiency
The negotiation and communication training is quite invalid without proper knowledge of the set of services that the employee has to present and sell to the customer.
As we have seen in the previous chapter on the subject of consumer demands, modern-day customers focus on receiving expert solutions. Clients need specialized answers from the employees of a company. They need viable information and quick and efficient solutions. An employee that is not familiar with the service the company provides will fail in advertising and provide the service at a high quality.
“What kind of service am I offering?”
This question should encourage employees to find out more details about the products or service they are offering. A well-informed employee is always a top salesperson.
Another skill that companies ought to look for in employees to ensure smooth customer service is a solution-focused attitude. The employee must show a willingness to solve tasks and should be dedicated to offering clients fast, efficient solutions to unpleasant situations. When the employee has the previously mentioned customer care skills, he also gains a solution-focused perspective.
“How can I solve this problem?”
When faced with a displeased client or a problem, the employee should focus on the above question. He should immediately take control of the situation and look for solutions. The management team of the company should provide the employee with a trustworthy foundation such as information, tools and time. That trustworthy foundation gives the employee the energy and support required to solve virtually any unpleasant situation.