What Is Effective Verbal Communication? | KnowledgeCity скачать в хорошем качестве

What Is Effective Verbal Communication? | KnowledgeCity

This video is from the Communication Skills for Phone-Based Customer Service online training course. Click here to view full course: https://www.knowledgecity.com/en/libr... Effective verbal communication involves the words you choose and the tone, pace, and clarity with which you convey them. Mastering verbal communication helps you provide clear, concise, and effective responses to customers, which ensures a positive experience. Let’s look at different aspects of effective verbal communication. Clarity means speaking in a way that’s easily understood. Avoid jargon, technical terms, or acronyms that the customer may not be familiar with. For instance, instead of saying, "You'll need to initiate a hard reset by holding down the power and volume down buttons simultaneously for 10 seconds," a clearer alternative could be, "Let's try restarting your device in a simple way. Please press and hold both the power button and the lower volume button at the same time for about 10 seconds." This approach makes the instruction accessible to all customers, regardless of their technical expertise. Your pace affects how well the customer can follow the conversation. Speaking too quickly can overwhelm or confuse. Speaking too slowly may be perceived as condescending. Finding a balanced pace ensures the customer can digest the information that you’re providing. For instance, when explaining a process, you might slow down to emphasize important steps, then resume at a natural pace for less critical information. This helps you highlight the key points without losing the customer's attention. Your tone of voice conveys empathy, friendliness, and professionalism. A positive and upbeat tone can reassure the customer and make them feel valued, even if the news being delivered is not what they were hoping for. Consider the difference in saying, "Unfortunately, we can't get that product to you by tomorrow" versus "I really wish we could meet that deadline for you. The earliest I can get it to you is the day after tomorrow. We'll do everything we can to make sure it arrives on time." The latter, spoken with a sincere and empathetic tone, softens the disappointment and shows concern for the customer's needs. Active listening involves: Fully concentrating on what the customer is saying, Understanding the message, Responding appropriately And remembering the conversation. You can demonstrate active listening by summarizing the customer's concern to confirm understanding. You might say, "So, what you're saying is that the item arrived damaged, and you need a replacement sent as quickly as possible, is that correct?" This not only clarifies that you have understood the issue but also reassures the customer that you’re taking their concern seriously. Asking open-ended questions encourages the customer to provide more information about their issue or needs, which allows for a more tailored and effective response. For instance, instead of asking, "Did you try restarting your device?" which invites a yes or no answer, you could ask, "What steps have you taken to try and resolve the issue so far?" This type of question opens up the conversation, giving the customer the opportunity to provide detailed information that can help you understand and solve their problem more efficiently. Avoid filler words such as "um," "like," and "you know" Instead, pause briefly to collect your thoughts before responding. This can help maintain the flow of the conversation and ensure that your message remains clear and concise. If you incorporate these verbal communication techniques into your calls with customers, you can improve the quality of your interactions. This leads to higher customer satisfaction and builds trust and confidence in your company's commitment to excellent service. Each interaction is an opportunity to demonstrate professionalism and empathy, ensuring that customers feel heard, valued, and respected. https://www.knowledgecity.com | Online Employee Training Platform. KnowledgeCity offers 35,000+ online video tutorials in Business, Technology, Safety, Compliance, and Finance. Subscribe to our YouTube Channel: http://bit.ly/2gcNXRH Check our Blog https://goo.gl/q47XKK Connect with KnowledgeCity! Twitter https://goo.gl/wToC6s Facebook https://goo.gl/3eMEq9 LinkedIn https://goo.gl/vg1aXt