Principle 2 - Excel in communication

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Mastering Communication Skills in Customer Service

Effective communication is crucial in customer service. This guide highlights the importance of both verbal and non-verbal communication in creating positive customer experiences.

Understanding Verbal and Non-Verbal Communication

  • Verbal Communication: Involves the use of words, tone, and clarity in speech.
  • Non-Verbal Communication: Includes body language, facial expressions, gestures, and overall appearance.

Creating Positive First Impressions

First impressions are pivotal. Whether interacting over the phone or in person, aim to establish a positive rapport from the outset.

Principles of Effective Communication

  • Ensure body language is open and friendly in all situations.
  • Practice active listening, refraining from interrupting the customer.
  • Ask open-ended questions to explore customer queries further.
  • Use empathy and sympathy to understand and connect with customers.

Professionalism in Oral and Written Communication

  • Oral Communication: Speak clearly and avoid jargon to ensure customer understanding.
  • Written Communication: Check emails for spelling, grammar, and coherence.

Positive Language Use

Opt for positive phrasing like "Can I help you?" to engage customers effectively.

Resolving Complaints and Queries

  • Take ownership of complaints and provide clear next steps.
  • Keep the customer informed throughout the resolution process.

Documenting Customer Interactions

Maintain records of commitments and discussions with customers for future reference and consistency.


By mastering both verbal and non-verbal communication skills, and exhibiting professionalism, customer service representatives can significantly enhance the customer experience, leading to greater customer satisfaction and loyalty.