Language skills: Good communication is the lifeblood of the service industry and it is important that your language be devoid of grammatical errors. While we have all learnt the basics of grammar, the most important attributes in spoken English are sentence construction (your ability to form meaningful sentences) and word order (ability to use the right words as per the context). Speak to people in English as far as possible and watch English news channels and sit-comes. The objective here is to develop conversational skills.
Vocabulary : You need to have the words in your vocabulary to tackle all kinds of challenging communication and customer service scenarios. You should be able to demonstrate a satisfactory use of word choice so your customer maintains confidence in your skill sets. Follow the TIS rule (Think it, Ink it, Sink it). When you come across a new word, make a note of it in your personal diary and read it out loud at least three times.
Pronunciation: You need to speak with clear pronunciation and diction so it does not interfere with overall communication with a customer. Institutes like the British Council offer courses in communication skills for call centers and service oriented jobs. These programs also help you to neutralize your accent and sound more professional.
Tone :It is important to speak with an upbeat, positive tone that reflects empathy and concern for your customer.This enables you to connect with customers and colleagues and also build long lasting relationships. Negative emotions like anger, sarcasm, impatience, etc. can easily be communicated through your tone, so it is important to focus it.
Listening, a must : Good listening skills will help you understand the main ideas of the person you are communicating with. It also enables you to understand the specifics of a particular situation you could be dealing with. Good listening skills will also ensure that you provide appropriate answers to customers’ questions and understand the emotional clues he or she may drop.
Problem solving : You should be committed and have a sincere desire to solve a customer’s problems. Your ability to ask the right kind of questions will be a key factor in providing an effective solution. You also need to prioritise your time and understand a customer’s needs and wants.
Flexibility : You must be able to adapt to a customer’s unique needs and changing circumstances. Be open to change, be willing to take the customer’s feedback and act on it. Being flexible also helps you identify new business opportunities and generate more sales for your organization.
Initiative and productiveness: It is important to anticipate a customer’s problems. Apologize and correct a mistake rather than hide behind the company’s policies. Walking the extra mile for a customer will cement the relationship and lead to repeat business.
Professionalism: You need to be friendly and courteous, yet professional. Being direct and expressive helps you build a strong relationship with the customer. Conveying respect for the customer, team members, company and competitors is also important, as this demonstrates confidence in self and the organization. A professional attitude will leave the customer with a positive feeling.
Task orientation As a customer service professional, it is important to strike a balance between the job at hand and relationship / rapport building activities. While you need to engage in building a positive relationship with the customer, you must keep issue resolution and meeting targets as the top priority. "Most tele-sales consultants keep sweet talking with customers without asking for the order (closing the sale).
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