Interpersonal communication is basic for front desk service in an organisation that shows its image and reputation to the customer. Good customer service is all about communication. Explaining to our customers that we are listening to them and value their feedback, combined with the ability to convey clear messages with warmth. Basic principles such as making your customer feel at ease, listening attentively or knowing when to say sorry can all make the difference and, due to this customers feel that they are important to us. Thus communication can really decide the fate of service. The real secret to successful communication lies in the ability to gauge your customer’s own communication style and expectations and then to mirror and respond appropriately. For example, when dealing with a customer on the telephone, you may find that some customers require more than just an answer to their issue but also wish to make “small talk”. Thus creating bit of humor is also sometimes helpful. To meet the needs and the wants of the customer, it is important that customer service agents learn proper training. When customers are happy with their experiences with a company, then the company has demonstrated effective customer service communication skills. Some people are instinctively more attuned communicators than others but this doesn’t mean that the relevant skills cannot be developed. Many organisations now provide communication skill training courses for their customer service teams which can cover everything from basic communication techniques through to more advanced empathy skills programmes. In the nutshell I would say that good customer service communication skills are must for any service to be made effective.
