Regardless of the career path or business industry, the most successful professionals share one similarity: excellent communication skills. In the bustling call center and BPO industry, it is always the case that the most effective customer service representatives possess the most advanced communication skills. Considering that their job role requires hours of non-stop communication with different types of customers, it is easy to understand why this skill is non-negotiable, and why mastering it is necessary.
To help you develop into a more effective customer service representative, we have compiled a list of proven ways to improve your communication skills. Apply these methods for a communication skills upgrade and you’ll have bigger chances of succeeding in the competitive call center industry:
1. Learn from the experts. Whether that expert is your Team Leader or Company Trainer, you’re guaranteed to have someone to learn from within your reach. Squeeze a one-on-one meeting with these knowledgeable professionals to ask for their assistance in honing your communication skills. Ask them for techniques they themselves use. Better yet, ask them if they can serve as your communication coach or mentor, and set a regular schedule for your learning sessions. If they are unavailable, get expert advice from books, audio clips, and other communication gurus.
2. Listen more. We know there is more to communication than talking, yet we oftentimes act like that’s all there is to it. To improve your communication skills, spend more time listening to what the other person is saying. Pay more attention to what your customers are trying to convey instead of thinking what you should say next. Resist the urge to take control of conversations you’re participating in by talking too much or interrupting. You become a more effective customer service representative by focusing on your customers and their messages, and not on yours.
3. Make sure you heard and understood correctly. Clarifying what you just heard and if you understood it correctly are two different things, but they both show that you value your customers and their messages highly. When in doubt, don’t hesitate to repeat what your customers said by using your own words. By rephrasing your client’s message and asking them to correct you if you misunderstood their concern, in this way, you improve your communicating skills and your customer service skills.
4. Make it easy for others to understand you by using simple language. Remember that communication is a two-way street. Effective customer service representatives don’t just understand correctly what their customers concern; they also facilitate their clients’ easy understanding of their responses. Improve your communication skills by talking to your customers as you would to the young. Avoiding highfalutin words, jargon, and slang expressions will help you get your message clearer and faster. Remember that effective customer service representatives are not necessarily those with the widest vocabulary, but the most articulate with the vocabulary they have.
Improve your communication skills with these expert tips so you’ll be on your way to becoming a more effective customer service representative.
Interested in outsourcing your customer service? Find out how our effective customer service representatives can boost your business growth. Contact us now.