Six characteristics of high impact customer service communications
Six characteristics of high impact customer service communications
Having the confidence and ability to excel in our language and actions in everyday situations is a valuable skill and the key to achieving outstanding customer service and colleague interaction. It all starts with an understanding of the basic building blocks of positive communication skills which enable us to use constructive, appreciative and confident language. Every communication is an expression of who you are as an organisation and should focus on the customer, their needs and your commitment to them. Once you have mastered a strong foundation of positive communication skills, there are different ways in which you can learn to refine these skills and supercharge your communication to give further clarity so that you can be even more effective and confident.
Here at MGI Learning, we extend the reach of our powerful Mindset, Language & Actions Toolkit with a series of unique characteristics which enhance our positive language skills and lift our learners head and shoulders above the competition so that they can excel and engage their customers to build even higher levels of trust. These key language traits identify and clarify our communication so that we can show we have taken ownership and responsibility for the service we give and ensure that customers are always kept informed and are satisfied with the service they are receiving.
As we develop, refine and practise our communication skills it becomes easier to recognise the many opportunities for everyday use of these unique, supercharging characteristics for maximum impact in everything we think, say and do.
Here’s a brief overview of the key characteristics covered in depth in the Toolkit and our embedded learning process.
Using easy to remember time frames
When responding to customers, suppliers and colleagues, it’s helpful to be as precise and specific as possible. Using vague statements such as “I’ll get back to you” and “It’ll be with you soon” can easily be misconstrued and confusing and leave the other person feeling doubtful and dissatisfied which is the opposite of what you should be striving to achieve. It’s important to give clear and easy to understand time frames so that everyone can be certain you are going to complete an action or advise exactly what you have done.
For example, instead of saying “I’ll call you in a couple of hours”, it’s much better to say “It’s 11am now, so I’ll call you by 1pm latest and give you an update”. Working with clear time frames is reassuring and adds clarity, allowing everyone to prioritise more easily, build trust and make sure both parties are taking ownership and responsibility for the service experience.
Show how easy you are to do business with
When customers and colleagues are offered clear choices and their preferences requested and listened to, we make it easy and convenient for them to do business with us. It’s courteous to communicate in this way and gives them an element of control so that they are much more likely to stay in a positive frame of mind.
An example is simply to say, “Is this a convenient time to talk or would you like me to call back at another time?”.
People value, and are impressed with, a speedy response
Wherever it’s possible to clearly demonstrate you are responding with an appropriate sense of urgency and purpose to the customer’s request, you should do so. For example, “I’ll put you straight through now” and “I can take care of that immediately” are both reassuring because they show efficiency and commitment while providing an opportunity to demonstrate your confidence and capability.
Be confident and use statements that earn and build trust
Using clear language that gives people a real sense of certainty demonstrates to the customer that they can trust you, and the organisation, to provide a solution or a way forward and deliver excellent service. This can be particularly powerful when you are dealing with complaints. “I can assure you that …” and “I’m confident that …” present a positive and capable attitude which will reassure the customer or colleague.
Show that you take responsibility and are completely committed to helping
“Personally” and “myself” are examples of words that immediately signal to the other person that you are stepping up to this responsibility and taking ownership of delivering a solution or way forward. Language such as “I’ll be happy to handle this for you myself” is powerful, confident and reassuring, particularly when dealing with complaints when it’s important to build trust back into the relationship.
Demonstrate that you understand the emotional impact of a situation before moving on to action
It’s always important to consider and acknowledge any emotional impact a situation may have on the customer or colleague and bring this awareness into any options or solutions you present, when appropriate. Remember that empathy needs to be genuine and relevant so that you are sincerely recognising the impact the issue may have on the customer rather than saying something for the sake of it or being patronising.
“I’m so pleased you have rung us; I can imagine the impact on you all” is a good example of starting with an empathetic response to really engage the other person before moving forward with the action you are going to take.
These are just a few examples of the refinements that are possible to supercharge your communication in everyday situations to be clearer, more empathetic and accountable. When you learn to understand and incorporate these simple yet powerful characteristics into your daily communication skills, the results and outcomes you can achieve will enhance relationships – at work and at home. Having a true awareness and understanding of the potential of language and the positive impact it has on our everyday interactions with customers, colleagues and suppliers is a supremely valuable skillset that will lead to greater satisfaction, capability and confidence, increased productivity and outstanding outcomes.
Find out how MGI’s Mindset, Language & Actions Toolkit can transform and supercharge your people’s positive customer services communication skills.
Our Resources
Discover our free downloadable tools, checklists, guides and eBooks, designed to help you and your people thrive at work.
Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Our simple Checklist and guide will help you to determine whether your teams need more help in understanding how to respond positively, constructively or empathetically.
Discover
Information Guide: How to ensure long-lasting impact from training
We know that strategic, all-encompassing embedding support is essential for achieving long-term behavioural change and success from any significant training investment. Use our information guide to ensure you are considering all aspects of the training experience to gain maximum benefit from your investment in training, whether it be a focus on your culture, a transformational […]
Discover
Assessment tool: Do your people have an Optimal Mindset?
Use our checklist assessment tool to find out whether your teams are displaying a positive, motivated and optimal mindset in their day to day activities and whether they are equipped to deliver great service, collaborate with others in the team and contribute to excellent outcomes every time. This will help you to gain invaluable insight […]
Discover
Checklist: Do your people demonstrate Ownership & Responsibility?
Use our Assessment tool to find out whether your team members clearly demonstrate ownership and responsibility in their interactions with customers and colleagues. Is this consistently demonstrated? Do they need a reminder? Or is it something that needs to be developed? Having a clear understanding will allow you to gain invaluable insight and plan to […]
Discover
Assessment tool: 12 Questions to ask your customer service team
How are your team thinking about your customers? Use our 12-question assessment tool to keep your finger on the pulse of what your people are thinking and feeling about their interactions with customers and whether they truly feel equipped to give great service. Build this assessment into your team meetings, or 121’s and gain important […]
Discover
Guide to assess your listening skills
If you pause to reflect for a moment, consider how well do you truly listen? When we assess listening skills on our programmes, senior executives to the frontline participants tell us they realise they could do better. They become aware that they could substantially enhance and build on their listening skills so that we have […]
Discover
Assessment Guide: Management Training Needs
Do your managers have what it takes to be exceptional leaders who influence and inspire? Use our Management Training Assessment Guide to gauge your managers’ self-awareness, self-management and communication skills; their proficiency in advanced listening and questioning techniques; and their overall potential to be exceptional leaders who value diversity within their teams and can flex […]
Discover
eBook – How to Excel at Customer Complaints
How are your customer service teams handling the feedback and complaints that come their way at work? Do they welcome them as opportunities to showcase their skills as confident and capable customer service advisors, always happy to rise to challenges with a positive and solution-focused mindset, determined to do their best every time? Or is […]
Discover
Connect with us
Ready to discover what we can do for you?