Mastering Customer Service Communication

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We live in a world that has become increasingly globalized, which, ironically, has given rise to the pursuit of individualism. This holds for people in all spectrums of life, whether they’re struggling with their identity or communicating with an individual. Seeking individuality or uniqueness in all our interactions becomes common.

The same goes for customers who now desire an individualized experience from brands, and so, companies must deliver. Getting customer service right isn’t just a matter of pride for businesses; in fact, it has a tangible impact on business growth.

Increasing customer satisfaction through creative, engaging and timely ways is essential for business survival, especially now that the customers have become a primary driving force for a business’s success during the coronavirus pandemic.

Here are a few key areas that companies should focus on to refine and sharpen their customer service and communication skills.

Communication Techniques

Communication is the backbone of developing a mutually beneficial relationship with your customers. It has to be a customized, intimate and informative exchange that reels in the customers and engages them. Make sure you adopt a positive and empathetic attitude toward your customers for successful communication.

Service Channels

Now that the realm of customer engagement has expanded, owing to several channels of communication that have popped up over the years, your customer service team must conquer them all.

From live chats, text messages and email to social media and voice mail, your team must be ready to provide assistance on all channels. You must also ensure that your message is consistent across all platforms.

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Proactive Support

Customer service representatives often ignore the importance of proactive support, despite its great potential in reducing their overall service costs. The most common proactive approach you can use is setting up an FAQ section on your communication channels that addresses some of the most common issues your customers might have. In addition to that, you can also create video guidelines and handbooks to assist your customers.


If you need more help, let a renowned Hall of Fame speaker help you master the art of customer service!

Steve Gilliland is a leading inspirational speaker who uses the power of humor and motivation to help his audiences. He has introduced a range of uniquely personal, state-of-the-art virtual presentations to help employees streamline work from home and help organizations keep productivity at an all-time high during the COVID-19 crisis.

When getting together in-person isn’t an option, book Steve Gilliland to present a customized online learning experience that will unite people. You can also check out his bestselling books to improve your skillset.