Importance of Effective Communication in Customer Service

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  • 0:03 Customer Service
  • 0:38 With Customers
  • 1:54 Within the Company
  • 2:57 With Other Employees
  • 3:35 Lesson Summary
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Lesson Transcript
Instructor: Yuanxin (Amy) Yang Alcocer

Amy has a master's degree in secondary education and has taught math at a public charter high school.

Effective communication in customer service is very important. This is not just in terms of dealing with customers but also when dealing with other employees and with the company itself.

Customer Service

We've all been customers that needed some help from a company. Maybe you've called your cell phone company to see how much data you have left. Maybe you needed to return something to a store or online. As a customer, you want the customer service rep to be helpful and kind to you no matter how upset you may be. You want them to solve your problem.

So, now imagine that you yourself are on the customer service side. What do you think you need to do to provide good customer service? Well, the key is effective communication, which applies to customers, other employees, and the company itself.

With Customers

Dealing with customers is the majority of your role as a customer service agent. This requires good effective communication on your part to convey to your customer the information they need. You need to be tactful so you can direct your customer in the right direction.

If your communication isn't effective, you'll leave the customer feeling no better off than before. They're already taking time out of their day to deal with the problem, and their irritation can escalate quickly. Some customers will change to a different business even if that business is more expensive just for better customer service. Good customer service is the key to success.

For example, Tracey is a customer service rep for Book It Now Travel agency. Customers call in and ask her questions ranging from 'What's the weather like where I'm going?' to 'Can I change my travel dates?' She also gets some not so nice calls when customers have issues with the airlines or flight times. Tracey treats all these callers with the same level of respect and remembers that when a customer is upset, it's not their fault. She makes sure that she gives everyone the right information they need, even if she has to go to great lengths to get it.

This helps to not only to calm down irate callers, but also makes the phone call go a lot quicker. Customers appreciate it and there are no call-backs because of confusing information.

Within the Company

You also need effective communication when talking with managers and others that represent the management of the company. Alert them of any issues that seem to be recurring, or advise them of any refunds and other events that you've encountered in your day helping customers out. This information can help prevent customer upset in the future and keep everyone in the loop of how things are going.

In addition, effective communications allows managers to better understand the things you need to get your job done. They may even give you more flexibility in what you can do for your customers.

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