Questions and Answers on Communication With Customers - Paper Example

QUESTION 1: Explain the importance of effective communication in customer service.

Is your time best spent reading someone else’s essay? Get a 100% original essay FROM A CERTIFIED WRITER!

Order now

Communication is the process which involves sharing (sending and receiving) information, thoughts and feelings between people. This can be achieved through speaking, use of body language and written messages. Effective communication is an extension of the communication concept, and it requires that the message transmitted is not only received but also decoded or understood by someone (receiver) in the manner it was intended (Carter, 2013). Human beings use different actions to ensure they communicate with one another. These activities include a use of facial expressions, gestures, using hands (pointing), writing, drawing, touching, eye contact and use of electronic (computers and text messages). Effective communication can only exist if the intended message is understood.

Customer service is one of the areas that depend on the application of the effective communication. Through effective communication, it is possible to develop a healthy relationship with customers. This involves the use of appropriate communication skills such as speaking clearly and politely. This will ensure that the procedures, policies and other elements are efficiently explained to the customer. Responses from the client such as nodding, asking questions and facial expression can be used to understand what customer needs (Carter, 2013).

Nonverbal communication, which includes techniques such as body languages, movements and facial expressions, plays a significant role in customer service. For instance, while the client is speaking, the sales representative is supposed to pay attention by maintaining eye contact, use friendly facial expressions and nod. By doing this, the sales representative will encourage the customer to communicate freely.

The sales representatives ought to employ various strategies to ensure that the information about the products is conveyed to the customers. This can be achieved through a provision of a thorough explanation and details regarding the product. The sales representatives can also utilize counter or face-to-face services to help the customers attain their needs. The use of the telephone services can also facilitate the dissemination of products vital information to the customers (Markidan, 2014). Taking customer orders, having a follow-up on the customers as well as visiting the clients can also facilitate the conveyance of the product information to the customers.

Having an excellent communication from the staff will boost the customer experience. This will improve the clients affiliation with the companys products. In the long run, the company will benefit in the form of increased volume of sales.

QUESTION 2: Explain how the tone of voice, choice of expression and body language can affect the way customers perceive their experience.

Some of the familiar tones of voice include positive, aggressive and non-assertive tones. The aggressive tone can be used in the situations that involve yelling and giving threats to a customer. The aggressive tone is inappropriate in the delivery of customer service. The assertive tone is friendly and warm. It is appropriate when a sales representative is attending to the client. The non-assertive tone is used when an individual shows the lack of involvement, which implies that a person does not care or is dissatisfied with serving a customer (Poyatos, 2002).

It is apparent that different tones of voices give different impressions, ultimately changing perceptions. For instance, an assertive tone will provide a feeling that the sales representative is friendly and welcoming thus boosting customers affiliation to an organization. An aggressive tone can give an opinion that an individual is unfriendly and harsh (Poyatos, 2002). Customers will avoid dealing with a sales agent who is using an aggressive tone due to the fear of being intimidated. While shopping in the nearby supermarket, I needed help from one of the sales attendant. Instead of responding to me politely, she replied angrily to me that the products were self-explanatory since they had price tags. I felt intimidated and angry. However, another sales representative intervened and responded to my queries in a friendly manner.

Body language plays a crucial role as far as communication and delivery of customer services is concerned. Body language is a typical non-verbal communication technique where individuals utilize physical behaviors to convey the message. This encompasses handshakes, eye contact, touching, facial expression, body postures, and gestures (Carter, 2013). Body language supplement verbal communication thus ensuring that there is an efficient communication process. Poor body language such as avoiding eye contact in customer services can imply that a sales person is lacking confidence or is less concerned. Excessive movements such as tapping fingers or twiddling thumbs can give an impression that an individual is impatient.

QUESTION 3: Explain why 'customer service language' is used.

I have called different companies to make inquiries, and I noticed something similar regarding their ways of responding to a client. The companys agent started with greetings as well as identifying himself. Having finished introduction, the officer politely asked: how can I help you? in the whole conversation, I noticed patience, attentiveness, friendliness and knowledge of the product, which are fundamental elements of the 'customer service language.' While in a hotel, it is common for the waiters/waitresses to greet the client in a friendly manner. This is followed by the presentation of a menu to ensure the customer chooses an item that suits him.

Apparently, it is imperative for a company to set standards for its staff to use certain scripts. Written texts enhance consistency. For instance, the greetings used will assume the similar format to multiple customers. The use of particular standards by an individual company is also time-saving. Institutions with customer care department typically receive a high volume of calls and inquiries on a daily basis. The scripts, which are precise and clear lessens the workload of such tasks (Markidan, 2014). The standardized scripts also enable the companies to monitor the quality of the customer service provided.

'Customer service language' plays an integral role service delivery in a given industry. It enables the sales agents to create a good first impression that ultimately determines the nature of the relationship that will be established between an organization and the customers. Whether the interaction is through face-to-face or phone, sales agents ought to employ a warm and friendly tone, to win over the attention of the customers.

QUESTION 4: Describe different questioning techniques that can be used when communicating with clients.

While communicating with clients, sales agents employ questions to build relations. Open-ended questions are one of the questioning strategies utilized when a sales representative wants to encourage a customer to elongate the conversation. Such questions are appropriate when a detailed response is required thus helping an individual to gather a significant amount of information regarding the situation. However, open-ended questions are not suitable when specific answers are needed (Nickel, 2016). Closed-ended questions have a fixed limit or fixed responses. They are typically replied to in the form of yes/no. In some cases, the Closed-ended questions give room for brief statements which are short and precise.

Funnel questions are where the sales agent begins by asking general questions and eventually capitalize on the responses provided by the customer. Funnel questions are suitable for investigative purposes. Commonly referred to as suggestive interrogation, leading questions are inquiries which imply particular answers or contain details that incline towards a specified direction (Nickel, 2016). Rhetorical questions are other questioning techniques used when communicating with customers. Rhetorical questions are not necessarily questions but rather statements which are presented in a question format. This approach of making inquiries enhances the involvement or engagement of the customers in the conversation.

QUESTION 5: Describe verbal and non-verbal signals that show how a customer may be feeling.

Verbal Signals

Verbal and non-verbal cues are some of the crucial elements of customer service language. It is essential that the sales agents decipher the information relayed by customers. The tone of voice is the quality of sound produced by an individual. The tone of voice focuses on how a statement is said as opposed to what it says. In the customer service context, the tone of voice is, therefore, the manner or the way in which a client/sales representative speaks (Poyatos, 2002). A harsh and angry tone from a customer implies that he/she is not certified with results. Admiring, adoring and affectionate tone suggests that a client is impressed with the services rendered.

Customers have a particular way of communicating their displeasure or acceptance of the services delivered to them. The sales agents need to be attentive to the language customers use to respond amicably to their needs. I remember while shopping for my fathers birthday gift, I told the attendant that the mall did have classy items that matched my dad standard. The sales representative responded by walking me around to witness an amazing collection of birthday gifts. From this experience, I realized that sales personnel typically pay close attention to verbal signals depicted by customers thus devising an appropriate way of winning them over.

Nonverbal Signals

Facial expression and body language are non-verbal signals that are used by customers to communicate their feelings. Facial expressions are key in discerning the feelings of the customers over a particular situation. Facial expressions such as frowning and smiling can suggest that the client displeased and happy respectively. Body language is a typical non-verbal communication technique where individuals utilize physical behaviors to convey the message. This encompasses handshakes, eye contact, touching, facial expression, body postures, and gestures (Carter, 2013). Excessive movements such as tapping fingers or twiddling thumbs can give an impression that the customer is impatient and not interested in the service being provided.

QUESTION 6: Describe the types of information needed when communicating verbally with customers.

As part of relation building, customers details should be captured. The common types of customer information include names, address, phone number and email. Social network information, job information and lifestyle details are other forms of customer data that a sales agent needs to note. Such information plays a significant role when it comes to determining the nature of products or services to be delivered to a particular client (Roberts, 2013). While taking customers details, it is important to observe specific measures regarding privacy law. When divulging their private information, the customers should be given an assurance that their privacy will be protected. The sales agents should also avoid taking particular information from the customers against their wish.

UNIT 13 Communicate with Customers in Writing

QUESTION 1: Explain why it is necessary to use different forms of written communication for various purposes.

Written communication involves the use of written word, and it is the essential way of communication in the modern world. It is also a form of communication that is highly used in business between the managers and the employees (Sehgal, 2008). For instance, when the...