Interpersonal Communication – Your Key to Customer Service Success

To be successful in your interactions with customers whose values, beliefs and experiences differ from your own, you will need to broaden your scope of knowledge related to interpersonal; communication, especially nonverbal signals (cues).

Because nonverbal communication styles and interpretations often differ from person-to-person and from one culture to another, the likelihood of breakdowns in interpretation and misunderstandings of nonverbal cues is high.

To enhance your awareness and skills in this area, attend seminars on nonverbal communication and cultural diversity, explore books, articles, and other information online or at the library, watch other people and talk about differences with others that you know. The more you know, the better your interpersonal communication skills will likely become.

For additional ideas and tips on more effectively honing your interpersonal communication skills, get copies of Please Every Customer: Delivering Stellar Customer Service Across Cultures and Customer Service Skills for Success.

Interpersonal Communication Skills Tip

by Robert W. Lucas

Interpersonal Communication Skills Tip

Effective interpersonal communication skills are crucial for delivering excellent customer service.

Verbal communication skills are important, but nonverbal communication cues are often more so. Still, while you may potentially gather a lot of information through nonverbal cues received from others, be careful of putting too much emphasis on your interpretation. Why? Because many factors influence the messages being sent by others. For example, nonverbal cues can have different meanings or be interpreted differently based on factors like gender, culture, diversity, education, personal experiences and other factors.

The easiest way to prevent misinterpretation is to always ask someone to clarify their nonverbal cues when you are not sure of their meaning.

For more tips on dealing effectively with customers, get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Tips for Customer Service Representatives – Nonverbal Communication with Customers

by Robert W. Lucas

Tips for Customer Service Representatives – Nonverbal Communication with Customers

When interacting with customers, it is crucial to remember that many studies have found that nonverbal messages often overshadow verbal ones. This is why customer service representatives should continually remind themselves to guard the unspoken messages they send to customers and potential customers via facial expressions, gestures, posture, appearance, and other unspoken means. Strive to make all forms of communication positive.

To get a better idea of how you present yourself nonverbally to customers, ask a co-worker to use the following guidelines and evaluate your nonverbal communication during a service transaction with a customer. Once it is over, spend some time having your peer provide feedback on how well you did along with any suggestions for improvement.

Body Language – Does your body posture and positioning send a relaxed positive (e.g. confidence and self-assurance) or tense negative (e.g. uncertain, confused, or unconfident)

Facial Expression – Does your face say, “Hello, welcome, I am able and ready to serve you” or does it show a bored, disinterested employee who is going through the motions of providing service?

Eye Contact – Are you making appropriate and adequate eye contact to show interest without causing possible discomfort or offense?

The Tone of Your Voice – Does your voice project a smiling professional who sounds even-paced, comfortable and confident?

For additional ideas and strategies on how to effectively communicate with customers and potential customers, get copies of Customer Service Skills for Success, How to be a Great Call Center Representative and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Body Language Impacts Customer Service

by Robert W. Lucas

Body Language Impacts Customer Service

In addition to verbal and written messages, you continually provide nonverbal cues that tell a lot about your personality, attitude, and willingness and ability to assist customers. Customers receive and interpret the messages you send, just as you receive and interpret their messages.

By recognizing, understanding, and reacting appropriately to the body language of your customers, as well as using positive body language yourself, you will communicate with them more effectively. The key to “reading” your customer’s body language is to realize that your interpretations should be used only as an indicator of the customer’s true message meaning. This is because background, culture, physical condition, communication ability, and many other factors influence whether and how well people use body cues. Placing too much importance on nonverbal cues could lead to miscommunication and possibly a service breakdown.

One secret to effectively interpreting nonverbal cues sent by your customers is to watch for clusters of messages rather than a single signal or cue. This means to listen closely to what your customer is saying verbally while watching their nonverbal cues closely. If their words seem to be saying something different from the signals you received, watch further or do a quick perception check. To do this, ask a question for clarification. For example, “I just heard you say …but I noticed that nonverbally you were not smiling. I am not sure if I should take your words at face value or if you were making a joke. Which was it?”

By recognizing that your ability to effectively interpret body language is just one more tool in your customer service toolbox, you are on your way to delivering the best customer service possible.

For suggestions on how to successfully communicate nonverbally with your customers, get a copy of Customer Service Skills for Success.

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

Listening to Customers Quote – Ross Perot

by Robert W. Lucas

Listening to Customers Quote – Ross Perot

“Spend a lot of time talking to customers face to face.

You’d be amazed how many companies

don’t listen to their customers.” Ross Perot

Active listening is the key element in communications with your customers. Whether face-to-face or over the telephone, you must not only hear what customers are saying; you must get their intended meaning. To do this you must stop everything else you are doing and focus on the customer. You also have to receive, analyze and respond appropriately to their messages. Anything less will likely lead to a service breakdown and damage to the customer-provider relationship.

Former U.S. presidential candidate and businessman, Ross Perot, summed this concept up in a statement he once made:

For strategies and techniques to improve your listening skills when dealing with customers, get copies of How to Be A Great Call Center Representative and Customer Service Skills for Success.

Learn All About Robert C. ‘Bob’ Lucas Now & Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Impact of the Eyes in Customer Service

by Robert W. Lucas

Impact of the Eyes in Customer Service

It has been said that the eyes are “the windows to the soul.” That is why some people and Westernized cultures place so much interest in making eye contact with others. This gives people a chance to potentially gauge meaning nonverbally from another person.

Consider the following related to eye contact with your customers and communicating nonverbally across cultures:

In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds for many people; then an occasional glance away is normal and expected.

Looking away in some cultures can often send a message of disinterest, or dishonesty, or lack of confidence (e.g. the United States, Canada, and the United Kingdom.

If either the length or the frequency of eye contact differs from the “norm,” many people might think that you are being rude or offensive. They might also interpret your behavior as an attempt to exert power or as flirting.

Looking down before answering questions, glancing away continually as your customer talks, blinking excessively and other furtive eye movements can potentially create a negative impression. In any case, your customer might become uncomfortable and may react in an undesirable manner. For example, they might become upset or end the conversation if you use eye contact in what they perceive as an inappropriate manner.

As with all other aspects of workplace interaction in a multicultural environment, do not forget that cultural values and practices often influence the way in which people communicate and interpret message signals.

For more information about how to effectively interact with and deliver service across cultures, and to people who are not like you, get a copy of Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Three Customer Relationship Building Tips

by Robert W. Lucas

Three Customer Relationship Building Tips

Building effective customer relationships are crucial to creating and maintaining customer loyalty. Every member of an organization should be continually looking for ways that they individually can enhance the bond between customers and service providers. These efforts can lead to enhanced customer and brand loyalty.

The following are three simple tips that anyone can use to better manage customer relationships and build stronger levels of trust.

If you seek trust; communicate it through your words and nonverbal cues.
Always act in the best interest of your customers. Listen to them, ask questions, anticipate their needs, deliver what you promise, and exhibit high levels of professionalism in everything that you do whether your customers are present or not.
Take the time to personalize your customer interactions and to make each customer feel special. Use a customer’s name often during an interaction, listen, smile, ask questions to show interest and strive to project a positive image. This can all lead to enhanced trust and helps ensure that the customer returns.

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The Role of Eye Contact in Customer Service in a Diverse World

by Robert W. Lucas

The Role of Eye Contact in Customer Service in a Diverse World

It has been said that the eyes are “the windows to the soul.” Eye contact is very powerful. This is why criminal investigators are often taught to observe eye movement in order to help determine whether a suspect is being truthful or not.

In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds, then an occasional glance away is normal. Looking away in many cultures can often send a message of disinterest, or dishonesty, or lack of confidence. If either the length or the frequency of eye contact differs from the “norm,” many people might think that you are being rude or offensive. They might also interpret your behavior as an attempt to exert power or as flirting.

Other potential nonverbal problems when dealing with customers can be caused by looking down before answering questions, glancing away continually as your customer talks, blinking excessively, and other such eye movements can create a negative impression.

In any case, your customer might become uncomfortable and may react in an undesirable manner (for example, becoming upset or ending the conversation) if you use eye contact in what they perceive as an inappropriate manner.

As with all other aspects of workplace interaction in a multicultural customer service environment, do not forget that cultural values and practices often influence the way in which people communicate and interpret message signals.

Just as you send messages with your eyes, your customer’s eye contact can also send meaningful messages to you. A customer’s lack of direct eye contact with you could send a variety of messages in a westernized culture. It might send messages such as a lack of interest, confidence, trust, or dishonesty, depending on how you interpret those cues. For example, if you are watching a customer shop and notice a quick loss of eye contact each time you try to engage the customer visually, the customer might be nervous because he or she is shoplifting, or the customer simply might not want your attention and assistance.

As with any other form of nonverbal communication, always look for clusters or multiple cues before interpreting the meaning and deciding on a course of action. This is because you are dealing with humans whose background, gender, personality, culture and various other factors can easily impact their intent. If you filter based on your own personal beliefs or background, you can potentially cause a service and/or relationship breakdown with your customer.

Customer Service Skills by Robert Lucas

About Robert C. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

Service Recovery Strategies: Rebuilding customer relationships after breakdowns

by Robert W. Lucas

Service Recovery Strategies: Rebuilding customer relationships after breakdowns

Managing conflict with customers involves more than just resolving the disagreement. If you fail to address the emotional and psychological needs of those involved, you may find the conflict returning, repercussions and/or severe damage to the customer-provider relationship may occur. Often poorly handled service recovery efforts result in such things as complaints to a service provider’s supervisor, complaints to consumer agencies, bad word-of-mouth publicity and lost customers.

Depending on the severity of the conflict and how you handle it at each step of the resolution process, it may be impossible to go back to the relationship as it was before the disagreement. The key to reducing this possibility is to identify and address conflicting issues as early as possible. The longer an issue remains unresolved, the more damage it can cause. Make the effort to help protect and salvage the relationship between you and your customers.

Often, customers are rational once they can get past their need for emotional ownership of the situation. If you can apply some basic emotion-reducing communication strategies (e.g. empathize, agree with the customer, lower your volume and monitor your voice tone) the situation may become more manageable. Just remember that your customers are human jut like you and human behavior is sometimes volatile. Allow them to vent and calm down, then focus on recovering and rebuilding the relationship. The following strategies can assist in your service recovery efforts:

Reaffirm the value of the relationship. You cannot assume that customers feel the same as you or understand your intent unless you communicate it. Apologize sincerely and tell them how much you value the relationship between them and the organization. Also, stress that your goal is to assist them in whatever manner possible.

Customers typically tell others about the bad experiences they have. The result is that damage can be done to your organization’s reputation. This is a strong reason for you to do whatever you can to resolve the issue and appease your customer

Demonstrate commitment. You must visualize and demonstrate your desire to continue or strengthen your relationship. The way to do this with customers is through sound interpersonal communication efforts (e.g. active listening, empathy, and positive verbal and non-verbal message). Once you have smoothed things over a bit emotionally with the customer, take definitive action to positively address the service or product breakdown. If that means involving a co-worker or supervisor, then do that.

Be realistic. Because of cultural, gender, generational and behavioral style differences, it is difficult for some people to “forgive and forget.” You have to systematically help restore their trust. It can take a while to accomplish this, but the effort is well worth it. Take the time to follow-up with your customer following a recovery initiative. Send a card, discount or gift certificate, or take some other proactive measure to show them that you are truly sorry for the breakdown in communication and that you are willing to work to regain their trust.

Remain flexible. A solid customer-provider relationship involves the ability to give and take. It is especially crucial that you and the other people involved making concessions following a conflict. Avoid any references to policy or organizational standard procedure. If you cannot meet a customer’s complete desires or demands, work toward a compromise and offer possible alternatives.

Keep communication open. One of the biggest causes of conflict and destroyed relationships is poor communication. Service breakdowns usually result in escalated emotions on both sides. Step back mentally and take a deep breath before saying anything
that you might regret or that could further frustrate or even anger your
customer. Be willing to compromise and let the customer take the lead in the
discussion, if that appears to help calm them and allows you time to work
towards an agreeable solution.

Gain commitment. You cannot do it all by yourself. Get a commitment to work toward reconciliation from your customer.

Also, once they have relaxed a bit and seem to be more receptive to listening to your suggestions, reaffirm that you have acted in a manner to resolve the issue to their satisfaction and let them know that your goal is to help them as best you can. Then ask that they let you know in the future if any service or product, that you and your organization provides, does not meet their needs or expectations so that you can immediately try to rectify the situation.

Monitor progress. Do not assume that, because the conflict or problem was resolved, it will remain that way. Deep-seated issues often resurface, especially when commitment was not obtained. Be sure to do follow-up with the customer shortly afterwards to ensure that a spark is not rekindled into a blazing fire in their mind. Statistically, a large percentage of customers who desert to a competitor do so without letting you know why.

About Robert C. Lucas – Customer Service Guru

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

Customer Service Strategies That Aid Customer Satisfaction and Retention

by Robert W. Lucas

Customer Service Strategies That Aid Customer Satisfaction and Retention

It seems like many organizations are spending a lot of time, effort and money try to impress or “wow” customers, rather than focusing on solid strategies for simply giving them what they want and expect. Unfortunately, a lot of people I know tell me that they are not impressed with all the razzle-dazzle of the latest technology and scripted responses used by customer service representatives. Instead, they just want service providers who are knowledgeable, empowered to act, can communicate effectively and make appropriate decisions in a service situation, especially if service has already broken down.

The following strategies can help accomplish customer satisfaction and potentially lead to more loyal customers.

Create an effective communication environment. One trend that seems to be gaining ground with a lot of companies is that they are actively trying to improve the systems that collect information from customers and communicate with them. Not only must service representatives communicate; they must also actively listen to what the customer is saying and address concerns, needs, and expectations promptly and professionally. Part of this communication is the integration of online and mobile technology processes that give customers a variety of options to access information and service twenty-four hours a day, all year long (24/7/365). All of this is in response to the recognition that there has to be a better response to life balance issues of customers who are demanding that someone be “on-call” to address their needs when they want service.

Provide enhanced service training. Concerned organizations are also working harder to train their employees to really listen to customers and effectively analyze what they are saying. Whether customers communicate in person, over the telephone or via one of the numerous technology channels, successful organizations are striving to better understand and address customer needs in a timely and professional manner.

Using technology that makes sense. In past decades, the use of computers has been integrated into nearly every aspect of business and service delivery. More recently, mobile technology and person data delivery systems have created a more tech-savvy customer base which assumes that service mechanisms, to which they have access and use daily, will be integrated into the service solution equation. Intuitive approaches, apps, and other technology-based mechanisms are being designed and used by many of the top-rated organizations in the 21st Century.

The key to effectively creating and supporting a truly service-oriented customer-centric environment in today’s world is to step back and analyze what the actual needs of customers are and then set out to find ways to address them. This gets back to the first point…actively listening to your customers.

For additional information, ideas, strategies on how to build stronger relationships with customers in order to help achieve customer satisfaction and build customer relationships, get a copy of Customer Service Skills for Success.