Whether you deliver customer service face-to-face or on the telephone, being clear in both what you say and how you say it is one of the keys to giving customers a great service experience.
Often when we helping organisations improve their people’s customer service skills, their managers tell us that there had feedback from customers about their people’s voice tone, the use of slang, colloquialisms, or technical jargon.
You’d think that communication with customers and colleagues is easy. It should be, but there are many things to learn or at least be more conscious of if you’re going to develop and deliver a greater customer experience. So, how good is your communication?