VERBAL vs. NON-VERBAL COMMUNICATION
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Communication is the key to having any long-standing relationship. This is true whether is romantic, platonic, familial, or business. Every type of relationship requires constant and balanced communication. When it comes to business, communication can either make or break your business. Knowing how effectively to communicate with your customers, will allow you to establish rapport and a good business foundation.
Let's break down the two types of communication styles :
Verbal communication is the actual words that you use to speak with people. The four main types of verbal communication are Interpersonal, Intrapersonal, Small Group Communication, and Public Communication. When it comes to customer service, we want to focus mainly on interpersonal and intrapersonal communication.
ACTIVE LISTENING
Now that we know about the different communication styles, let's talk about something that is just as important. That is active listening, You may be wondering what's the difference between active listening and passive listening. Passive listening is one-way communication where the receiver doesn't provide feedback or ask questions and may or may not understand the sender's message. Active listening includes responses that demonstrate that you understand what the other person is trying to tell you about his or her experience. When it comes to being in customer service, you want to show the customer that you are acknowledging what they are saying, and that you are the right person to handle the issue. Active listening helps to display confidence towards the customer .
EMPATHY
Once we have developed excellent listening skills, we must also ensure they we are being empathetic. Empathy means understanding and sharing the feelings of others. Empathy allows you to imagine yourself in the customers' shoes. Being empathetic differs from sympathy. Sympathy is when you feel sorry for a person, and more of a glad it's not " you " that the issue is happening to type of attitude. When interacting with customers, always imagine how you would feel if you needed assistance with something and you didn't know where to turn, or how the issue would get resolved.
When speaking with customers, try to incorporate some powerful empathy statements. Some examples of that would be:
I want to make sure that I have a full understanding of what you’re telling me. I’m hearing that( this statement shows you actively wanting to understand the issue, and that you are listening intently.
I realize how upsetting this must be. ( this demonstrates you are on the customers' side )
That would frustrate me too( you are putting yourself in the customers' shoes )
References
4 tips for active listening: Jim Kwik. YouTube. (2023, March 2). Retrieved April 24, 2023, from https://youtu.be/QiEAzCsJdkk
Customer service empathy. YouTube. (2012, June 2). Retrieved April 24, 2023, from https://youtu.be/18h3qGgWe0g
Empathy statements for customer service. Call Centre Helper. (n.d.). Retrieved April 24, 2023, from https://www.callcentrehelper.com/empathy-statements-customer-service-94643.htm#:~:text=This%20is%20where%20statements%20starting,your%20patience%20in%20this%20matter.%E2%80%9D
Mulvania, P. (2020, October 21). The importance of active listening. Gift of Life Institute is a division of Gift of Life Transplant Foundation. Retrieved April 29, 2023, from https://www.giftoflifeinstitute.org/the-importance-of-active-listening/#:~:text=Passive%20listening%20is%20one%2Dway,about%20his%20or%20her%20experience.
quiet_apple. (2013, February 2). Four types of verbal communication. KDS Direct. Retrieved April 24, 2023, from https://www.kdsdirect.co.za/ethics/four-types-of-verbal-communication/
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