Communication Skills for Customer Service Managers

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  • 0:02 Communication Skills Overview
  • 0:18 Written Communication
  • 1:49 Verbal Communication
  • 3:42 Non-Verbal Communication
  • 4:50 Active Listening
  • 5:38 Lesson Summary
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Lesson Transcript
Instructor: Jerri Glover
Strong communication skills are imperative to the success of any customer service manager. In this lesson, we will explore the core communication skills necessary for excellent customer relations and ways to develop those skills.

Communication Skills Overview

There are four key areas of communication that you should develop as a customer service manager. These include:

  • Written
  • Verbal
  • Non-verbal
  • Active listening

Let's examine each skill individually and some tools you can use to develop them.

Written Communication

Excellent written communication skills are very important in your role as a customer service manager. You must be able to clearly communicate in writing to both your internal customers (members of your organization) and external customers.

For internal customers, you may need to write:

  • Policies
  • Evaluations/feedback
  • Letters of recommendation
  • Internal memorandums
  • Procedure manuals

For external customers you may need to:

  • Answer emails
  • Respond to customers via chat
  • Write letters of apology

These are just a few key examples. As a customer service manager, you will likely write something every day. So, how do you improve your written communication skills?

First, you learn by doing. The more you write, the better you become. Keep a professional journal. Write down at least one challenge you encounter during the day and how you overcame the challenge. This will give you the benefit of not only practicing your writing but also create a great personal reference as you develop throughout your career.

Second, proofread everything. After you write something, before you send it or move it to the next level, take time to read what you have written. It's a good idea to read it aloud when possible. This will help you identify clumsily written sentences, dropped words and vague ideas.

Lastly, ask for help. Get someone you trust to read what you've written and provide feedback and edits. It is not a sign of weakness to ask someone to help you proofread. It is an example of professionalism.

Verbal Communication

Verbal communication is probably the most used form of communication. We participate in casual and professional conversation all the time. As a customer service manager, it is important that you develop strong verbal communication skills to effectively guide your team and serve your customers. Let's focus on verbal communication with groups and verbal communication with individuals.

As a customer service manager, you should be comfortable speaking to groups of people. You may be called upon to conduct meetings, provide training to team members, or to provide briefings to other managers or owners. When speaking to a group, remember these keys to success:

  • Speak slowly, loudly and clearly. You want the person farthest away from you to be able to hear and understand you.
  • Make eye contact. It's fine to use notes, but you want to make sure you look up from your notes frequently and make eye contact with members of the audience. You can use the sweep method to make sure you cover the entire audience. First look to your left, then the middle, and then the right. Repeat as you continue through your presentation.
  • Breathe and pause. When we are nervous we want to just quickly read through the information we are presenting and get it over with! However, you will be more successful if you remember to take deep breaths when you begin. Pause between each major idea. Take time to check in with your audience to make sure they are following you.

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