Skip to content

September 20, 2018

Obstacles to Effective Customer Communications

How well we communicate with customers contributes a great deal to the customer experience. According to Accenture, 89% of customers get frustrated when they must repeat their issues to several representatives before getting it resolved. Here are some obstacles to effective customer communication and tools for overcoming them.

  • Poor listening skills. The key is to stop talking and just listen. It takes self-control to keep quiet and focus on what the other person is saying as they say it. Focus on the other person, stay in the present moment, and take notes, if necessary. Responding with a recap of the person’s main points is one way to ensure understanding.
  • Poor questioning skills.Open-ended questions generate discussion and add information; closed-ended questions stop conversation. For example, “Does this take care of your issue?” is a closed-ended question with only a yes-or-no answer. On the other hand, “What else do we need to consider or review?” is an open-ended question that keeps the conversation going.
  • Lack of empathy.Empathy is the ability to step into the customer’s experience and accept what they are feeling without judgement. This helps you understand the customer’s point of view, so you can better help them. It also reduces any anger or frustration the customer feels.
  • Poor non-verbal skills.Make good eye contact with the speaker and face them. Watch their gestures and facial expressions to determine if they are consistent with what they are saying. When the customer speaks, they also are watching your body language to assess your credibility, so make good eye contact, lean slightly toward the customer, avoid interrupting them, and nod to show interest and engagement.

See my blog post Your Company Needs a Customer-First Mindset for more information and check out my workshop Creating a Positive Customer Service Experience.

Read more from Uncategorized

Comments are closed.