Question

around when communicating with customers?

Which fundamental communication skills should CSRs use, in both spoken and written communication, to minimize any form of mixed or vaguely communicated messages?

Answer 1

A CSR is a Customer Support Executive who is in direct contact with the customer when customer face problem in a product or service. Hence, CSRs should possess some fundamental communication skills to be effective in their work. These skills are listed below:

1. Empathy - A CSR usually recieves calls for a bad service. Hence, it is necessary to show empathy to the customer.

2. Listening Skills - Listening is a communication skill which is most required in a CSR. If you will not listen the problem properly, how will you solve it!

3. Professionalism - A CSR should be professional when speaking to a customer. This imposes a positive image.

4. Persuasion - It is required to get a positive feedback from a customer for a serious issue. Persuasion will lead the customer on a cooler side.

5. Self- control - A CSR should have a self control while speaking to any customer. No self control may lead to problems.

6. Friendliness - A CSR always wants to be friendly to the customer. Hence, it will show a positive tone to the customer.

7. Positive Attitude and Language - A positive tone and language will lead to a positive feedback from a customer which will be helpful in customer retention.

8. Time Management - Customer's time is our money, hence, a CSR should be able to manage time properly and organiza and schedule the activities. It proves the customer that he is being focussed by the service or product provider.

9. Confidence - Lack of confidence will lead to customer dissatisfaction. Presence of it will be a customer delight.

Above is the non-exhaustive list of communication skills required for a CSR.