Communicating with your customers effectively is essential for the best customer service experience. Customers seeking help or some clarification with your products or services will have a smooth time when you communicate effectively to them. The two popular types of communication, you can try out as you discharge customer service include verbal and nonverbal communication. The two are further categorized into vocal and non-vocal.
Verbal Communication Verbal communication mostly involves the use of words to pass a message. You need to understand your clients better to know how best you can utilize the different types of verbal communication to boost customer experience. Always be prepared to listen to, understand the right approach to take.
Being objective and avoiding different forms of distraction is also vital in passing a specific message effectively through verbal communication. Always be prepared to adjust to new methods of communicating verbally to offer the best customer service experience. How about you read the book ‘The Golden Keys for Outstanding Customer Service Experience’ by Teddy Kelemwork for more on how to use verbal communication for customer experience
Nonverbal communication is a form of relaying messages or different signals without verbal communication. Examples include facial expression, body language, and tone of voice, eye contact, speech rate, and gestures. You should understand your customer better to know the right forms of nonverbal communication to use during a specific period.
“To improve customer experience, move from touch points to journey. Observe, Shape, and Perform.”
-McKinsey & Company
Customer Experience: New Capabilities, New
Audiences, New Opportunities (2017)
Your Body Determines The Quality of Customer Support One of the things that determine the quality of customer service you offer is how well you communicate with them. You should always ensure everything is done effectively. Nonverbal communication or body language is one of the best options you have when it comes to relaying messages to different customers. It is all about sending messages without using words: written or spoken. Examples of nonverbal ways of communicating include gestures, facial expressions, eye contact, and posture.
As much as you may have a natural body language, you should train yourself to adapt to a posture that will bring a positive feeling and offer the best customer experience. You should understand your customer or their mood better to know the right type of body language you can adapt to during a specific period. Combining your verbal and body language can work perfectly. You can use this to offer the much-needed assurance to clients.
All your attention should be to the specific client when communicating with them. Do it in a manner that will leave them more comfortable. Avoid unnecessary movements when speaking to a customer, as this explains how restless you are.
Your customer might feel uncomfortable as a result. Stick to an open body posture because it makes your client feel confident. It also brings about that feeling of trust and honesty. A beautiful smile with positive facial expressions will simplify everything. How about you use the right body language when attending to your clients for the best customer service experience.
Each combination of your body's movements— like a slight shift in posture, gestures of your hand, the expressions on your face, provides signals to others. However, these cues may be elusive or obvious, and they can even be contradictory. For instance, a person might say one thing while his body language conveys a different message entirely. Nonverbal communication is intuitive and often not easy to fake.
Lower your own stress levels to have a smooth time communicating with your customer through different nonverbal options. Everything will turn out naturally if you stick to this. You will offer the best service for a quality customer experience if you utilize different verbal and nonverbal means of communicating effectively.