Category Archives: communication skills

Nonverbal Communication Skills in Customer Service

Effective nonverbal communication skills in customer service are the bedrock of understanding and customer satisfaction. This is especially true when dealing with people from different cultures. If you do not realize the power of the unspoken messages that you continually send with … Continue reading

Posted in communication skills, Customer communication, nonverbal communication | Tagged , , | Leave a comment

Nonverbal Differences in Cross Cultural Communication

Working in a diverse world can present interesting, yet sometimes challenging, opportunities for today’s customer service representatives. If you earn your living by providing products and services to others, you should invest time and effort to learn about nonverbal differences … Continue reading

Posted in communication skills, Customer communication, nonverbal communication | Tagged , , | Leave a comment

Improving Verbal Communication with Customers

Many customer service representatives give little thought to the way that they sound to their customers. Typically, they have not received customer service skills training that addresses effective verbal communication. Similarly, they likely have not taken college or professional courses on … Continue reading

Posted in communication skills, Customer communication, customer retention, verbal communication skills | Tagged , , | Leave a comment

Ways to Avoid Assumptions When Communicating Across Cultures

During interpersonal communication, assumptions can sometimes result because of culturally specific understandings. Preconceived ideas can often cause relationship breakdowns and misunderstandings when dealing with a customer who speaks a different language. Even so, there are ways to avoid assumptions when communicating across cultures with … Continue reading

Posted in communication skills, cultural awareness, Customer Service | Tagged , , | Comments Off on Ways to Avoid Assumptions When Communicating Across Cultures

Handling Angry Customers

There seem to be a number of issues that are driving the anger that many customers display when dealing with customer service representatives these days. Contributing factors might include the economy, displeasure with government, unemployment, perceived poor service in general … Continue reading

Posted in brand loyalty, communication skills, customer satisfaction, customer service representatives, customer service skills, Service breakdowns | Tagged , , | Comments Off on Handling Angry Customers

Four Customer Service Skills That Can Help Enhance Customer Satisfaction

Effective customer service skills that can help enhance customer satisfaction are important for every employee in an organization. However, they are crucial for front-line customer service representatives who are the first contact point for customers. Today’s customer contacts come from many sources: … Continue reading

Posted in communication skills, customer loyalty, customer satisfaction, customer service representatives, customer service skills, customer service training, listening skills, nonverbal communication, verbal communication skills | Tagged , , | Comments Off on Four Customer Service Skills That Can Help Enhance Customer Satisfaction

Typical Customer Contact Center Representative Competencies

To perform well in a call center/customer care center, employees must possess some very special competencies or capacities/abilities to perform required job tasks. Because of the specific requirements of the job, organizations must look for candidates possessing many of these typical customer contact … Continue reading

Posted in communication skills, cultural diversity, Customer communication, customer expectations, customer needs, customer relationship management, Customer Service, customer service representatives, customer service skills, Technology based customer service | Tagged , , | Comments Off on Typical Customer Contact Center Representative Competencies

Effective Listening and Interpersonal Communication Skills for Customer Service Representatives

Effective listening and interpersonal communication skills for customer service representatives are crucial in ensuring that customers are satisfied and less likely to desert an organization. Many customer service representatives assume that they know how to effectively listen to their customers. … Continue reading

Posted in communication skills, Customer communication, customer loyalty, customer retention, customer satisfaction, customer service across cultures, customer service representatives, customer service skills, listening skills, nonverbal communication, verbal communication skills | Tagged , , , | Comments Off on Effective Listening and Interpersonal Communication Skills for Customer Service Representatives

A 100 Percent ATTITUDE Is Crucial for Customer Service Representatives

Organizations are constantly looking for better ways to increase customer satisfaction, generate additional revenue and spark customer retention. While some customer service professionals say that brand loyalty and keeping customers for life is an unachievable goal, there are some strategies … Continue reading

Posted in brand loyalty, communication skills, customer centric, Customer communication, customer loyalty, customer retention, customer satisfaction, Customer Service, customer service across cultures, customer service representatives, customer service skills, employee attitude, listening skills, nonverbal communication, quality customer service, verbal communication skills | Tagged , , | Leave a comment

Customer Service Representative – Active Listening Tips

Before you can effectively listen to your customers or clients as a customer service representative you must first prepare to listen. That is because active listening is a learned skill and is different from the passive action of simply hearing sounds. … Continue reading

Posted in communication skills, Customer communication, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service over the telephone, customer service representatives, customer service skills, customer wants, delivering excellent customer service, listening skills, methods of communication, nonverbal communication, verbal communication skills | Tagged , , | Leave a comment