11/10/2022
The most effective way of customer service is by engaging customers through the POWER OF COMMUNICATION.
- In business, customers should be treated as valuable stakeholders. Therefore, the one day turn-around strategic operation of customer service needs to be communicated effectively. For instance, the customer should know exactly where to go from point A to B, what to expect and for how long to wait for an answer or feedback.
- Waiting period or delays should be communicated to customers to make them feel at ease.
- Relevant information such as booklets, leaflets and pamphlets should be distributed regularly to inform, educate and remind customers of services provided and how to access them.
- While waiting in the long queues, customer queue marshalls should always probe by checking each customer's documents against those required by the system. This helps reduce the long queues by rescheduling the appointment of those with outstanding documents.
- The signing of legally binding contracts such as those of loan agreement, policies and opening of accounts, needs to be communicated effectively. This is by encouraging customers read those contracts thoroughly to understand what they mean, and to ask questions for clarity before signing. It is to avoid misunderstandings, arguments and confusion.
- Customer service professionals should communicate the correct information, at the right time and correctly.
- Customer service professionals should listen attentively and with empathy to avoid misunderstandings, arguments, delays and mistakes.
Some tips for active listening:
* Don't interrupt
* Empathize
* Organize information
* Show interest
* Provide feedback
- In a nutshell, put the POWER OF COMMUNICATION at the centre of customer service. By this POWER OF COMMUNICATION, render an exceptional customer service.
NB: My business specializes in conducting customer service communication workshops and formulating customer service communication strategies as well as assisting in consumer awareness campaigns for businesses achieve customer growth.
If interested in our services, please get in touch with us via this e-mail address [email protected] or whatsapp me: 065 981 0962