Effective verbal communication techniques

Effective verbal communication techniques

Understanding Verbal Communication

  • Verbal communication refers to the use of spoken words in conveying a message. It’s a vital skill for customer service professionals.
  • This type of communication often leaves an immediate impact and elicits quick feedback due to its direct nature.
  • Keep in mind that verbal communication is not merely about words, but also includes tone of voice, clarity, and speed of speech.

Effective Verbal Communication Techniques

  • Active Listening: This means being fully involved in the conversation, showing interest, and responding appropriately to what the customer is saying.
  • Clarity of Speech: Ensure messages are clear and straightforward. Complex jargon or ambiguous language can confuse customers.
  • Tone of Voice: The tone should correspond with the message being delivered. A friendly, respectful tone encourages a better customer response.
  • Speed of Speech: Speaking too fast may overwhelm the customer, while speaking too slow might bore them. Keep a reasonable speed that is comfortable for both parties.
  • Use of Silence: Pauses and silence can provide thinking time for both you and the customer.
  • Questioning and Probing: This helps in understanding the customer’s requirements, issues or concerns better.

Verbal Communication Etiquette

  • Be Polite: Use courteous language like ‘please’, ‘thank you’, and respect the differences in opinion.
  • Be Patient: Customers might take time to explain their issues. Patience shows understanding and calmness.
  • Avoid Interruptions: Allow the customer to complete their thoughts before responding.

Overcoming Communication Barriers

  • Active Listening is the key to effective understanding.
  • Restate or Paraphrase: Summarise what has been understood to make sure that you have grasped the customer’s points correctly.
  • Ask for Clarification: If certain points are vague, ask politely for further explanation.
  • Respect Cultural Differences: The same phrase can mean different things in different cultures. Respect the customer’s cultural nuances and orient your communication accordingly.

Remember, effective verbal communication in customer service can significantly impact customer satisfaction and the overall success of the business.