If you work in a position where you must interact with the general public, this blog post is for YOU!
No matter what business you’re in, you must know how to communicate effectively. Nowhere is having great communication skills more important than in a customer service position. This is where you come in contact with the general public–whether it be in person or on the phone. This is where you will be tested more on those skills that help define your own character and personality rather than about what you actually know. Surely, we all know an angry customer can be downright nasty and belligerent when they’re not happy about “whatever!” and they will most definitely take it out on you. Many customer service employees get put on the front lines daily to do the bidding of their employers without ever being given the proper training and follow-up training in order to help them develop and continuously work on other required skills like proper communication, self-confidence, being a team-player, learning how to accept criticism, etc.
Today my focus is on the importance and value of: COMMUNICATION: This skill is becoming a lost art, especially with the younger, “I’d rather do it online” texting generation. Poor writing skills and bad verbal grammar is taking its toll in the workplace as a result. Sadly, many supervisors and managers fail to recognize this and tend to overlook these problems as long as the end result is achieved. But it’s not just young Millennials who have a communication problem. Some “older” adults also lack strong communication skills as well when it comes to relating to their subordinates. They take the “It’s my way or the highway” attitude which creates a strain on workplace relationships. And with some managers, it’s not what they say but how they say it.
Knowing what words to use when speaking to different customers will impact you favorably or negatively. Remember, bad grammar makes you sound dumb no matter how many degrees you have just like trying to impress someone with BIG WORDS that you don’t know the meanings of.
Excellent customer service does require superb communication skills.