Absolutely Effective! Communication Skills With Customers

When you sit at your desk and start answering customers' calls, your language should change from "life style" to "professional type".

At home, in front of your friends, you can express your personality characteristics without thinking.

In the working environment, it is necessary to form the logic of proper expression, choice and pronunciation.

The accuracy of biting words and the accuracy of words should be comparable to that of announcers, but most of the time the announcer does not read the manuscript or form a unified expression for the broad audience.

As a seat representative, you are faced with every different caller, personality, mood, expectations of different individuals.

You have to have personalized expression communication, and you must master many common expression methods and skills.

Let's give you some examples.

Although the language use is almost the same, the way of expression will make the customer feel different and affect the relationship between you and the company you represent.

1, choose positive words and methods.

When maintaining a positive attitude, communication should also try to choose positive words.

For example, to thank customers for waiting on the phone, the common saying is "I'm sorry to keep you waiting."

This "sorry for waiting" actually strengthens the feeling of "waiting" in the subconscious.

A more positive expression can be "thank you very much for your patience."

If a customer asks you a few times for a product's question, you want to express your expectation that the customer can really solve the problem, so you say, "I don't want to make you repeat the same mistake again."

Why should we remind this unfortunate mistake?

You might as well say, "I am confident that this problem will not happen again".

Is it more pleasant?

For example, if you want to give your customers confidence, they say, "this is not worse than the last one". According to our thinking above, you should put it another way: "this is better than last time". Even if the customer is really having some trouble this time, you needn't say "your problem is really serious". Is it better to say otherwise? "This is a little different from usual."

Can you see the difference now?

Here are more examples:

Idiom: the problem is that the product is sold out.

Professional expression: because of the high demand, we are out of stock for the time being.

Idiomatic expressions: Why are you always having problems with our company's products?

Professional expression: it seems that these problems are very similar.

Idiom: I can't give you his cell phone number.

Professional expression: do you ask him for his cell phone number?

Idiom: I don't want to give you any wrong advice.

Professional expression: I want to give you the correct advice.

Idiom: you don't have to worry about this bad repair.

Professional expression: you may rest assured after this repair.

2, make good use of "I" instead of "you".

Some experts suggest that "I" should be replaced by "you" in the following examples, which often makes people feel that their fingers are pointing at each other.

Idiomatic expressions: what's your name?

Professional expression: May I know your name, please?

Idiom: you must...

Professional expression: we want to do that for you. This is what we need.

Idiom: you are wrong, not like that!

Professional expression: sorry, I didn't say it clearly, but I think it operates in a somewhat different way.

Idiom: if you need my help, you must...

I would like to help you, but first I need...

Idiom: you are not doing it right.

Professional expression: I got different results.

Let's see what's going on.

Idiom: listen, it's not bad. All systems work like that.

Professional expression: that indicates that the system is working normally.

Let's look at the problem.

Idiom: pay attention, you must do well today!

Professional expression: if you can finish it today, I will be very grateful.

Idiom: of course you will receive it. But you must give me your name and address.

Professional expression: of course, I will send you one at once. May I know your name and address?

Idiom: you didn't understand this time.

Professional expression: maybe I am not clear enough, please allow me to explain it again.

3, maintain corporate image in front of customers.

If a client calls you to complain about the treatment he received in the previous department, you have heard such complaints more than once.

What should you say to express our understanding of customers?

"You are right, this department is behaved badly," can you say so?

The appropriate way of expression is, "I fully understand your difficulties."

Another kind of customer's request is unable to satisfy the company, you may express like this: "sorry, we have not yet solved the solution for the time being".

Try to avoid a less polite hand booth (of course the other party can not see): "I can't help."

When you can think of something for your customers, why not be more positive than "I'll try", "I will do my best."

If someone asks for a discount or a reduction, you can say, "if you buy 10, I can help you" and avoid "I can't, unless."

Customer requirements are not allowed by company policy.

Rather than directly speaking, "this is the company's policy", it is better to say: "according to the majority of people, our company currently stipulates that."

If the customer finds the wrong person, don't say, "I'm sorry, I don't care about this."

In addition, there are some expressions in dialect which are not appropriate when applied to Putonghua.

For example, the expression of "Shanghai" or "Hong Kong Cantonese flavor", such as "mess up" and "no", should not be brought to the standard expression of Putonghua.

Language expression skills are also a question of a university. Some expressions can be standardized by the company, but more often than not, they represent their proficient and skilled use of expression skills, so that the whole process of speaking with customers reflects the best customer experience and corporate image.