We spend the majority of our lives communicating with family, friends, and coworkers, but speaking with customers is a whole other skillset. Service company CSRs and managers need to learn how to explain things to customers effectively in order to generate business and create positive experiences.
But what skills do you need in order to convey complex ideas and deal with difficult situations? Let’s take a closer look…
Service 101: How to Explain Things to Customers
Service companies are faced with unique challenges when it comes to the art of explaining things. In many cases, CSRs will have to convey detailed information or unfamiliar concepts including service charges, coverage areas, technical information, and more. Here’s what you can do to maximize the likelihood of a positive, productive interaction:
Start by Listening
Most people are better at speaking than they are listening. It takes patience and your undivided attention in order to hear and understand your customer’s questions and concerns. Be sure that you’re paying full attention while a customer is speaking instead of planning your response and waiting for your moment to interject.
To show that you’re listening, it’s also helpful to repeat things back to your customers by paraphrasing or simplifying what was said to you. Feel free to repeat a question you were asked in order to gain clarity over what information they need from you.
Connect with Your Customers
Let’s face it, it’s much easier to speak with a friend than with a stranger. That’s why it’s important to connect with your customers and show them that you’re on their side. Showing interest in what they have to say makes it easier for them to feel comfortable and listen carefully.
Be sure to use your customer’s name several times throughout a conversation, and always use positive language only. When people detect condescension or a confrontational attitude, they’re much less likely to listen or accept what you have to say. Even if a customer is upset or repeats themselves, always maintain a cheerful, helpful attitude.
Simplify Your Statements
Whether you’re explaining the details of an invoice or trying to relay technical information relating to a service call, simple is always better. You need to learn how to explain something complicated in simple terms, and the only way to get good at it is through practice.
Always know your audience. The average consumer is most likely not well-versed in the details of your industry or how your company operates. Try using analogies to explain unfamiliar information in simple terms. Relate to things that they already know and are familiar with to help improve their understanding.
What to Avoid
Learning how to explain things to customers includes identifying common mistakes that can make communication more difficult. Try to stop yourself from preparing responses before your customer is even done speaking because you know what they’re going to say. Take your time to listen and compose simple, direct answers without any unnecessary information that might confuse your customer.
It’s also important to not overwhelm customers with your technical know-how. The goal is to make them feel smart rather than yourself. The truth is that expertise isn’t valuable if your audience doesn’t understand. Instead, use what you’ve learned to listen carefully, formulate a simple response, and convey the information in a positive tone without any unnecessary details.
One of the best ways to add a member to your customer service team who already has these skills is with a virtual assistant. For more information on whether a virtual assistant can help with your company’s needs, visit New Vision Telecommunications today for your free quote.