Here's how you can master effective communication with customers over the phone.

To speak effectively with customers on the phone, you have to mantain a friendly tone and listen actively to their needs, providing a clear concise information. Use positive language and mantain patience . Ask open-ended questions to understand their concerns better and offer solutions proactively.

Etre soi meme! Ne pas minimiser ses acquis 1 par un sourire et enthousiasme de partage 2 Parler avec la voix, les gestes, le regard et bonne impression 3 Rehausser la valeur de votre interlocuteur en vouvoyant 4 Se mettre à la place de son interlocuteur 5 Apprendre de l'autre 6 Garantie à parfaire et à donne meilleur de soi 7 Prendre note

From my experience, giving the customer your full attention and remaining calm and focused is essential. Practicing mindfulness and self-awareness helps you stay present during the conversation. Show empathy by acknowledging their concerns and paraphrasing their key points to ensure understanding. For example, you might say, "I hear that you're frustrated about the delay. Let me see how I can assist." This approach not only validates their feelings but also builds trust and rapport, leading to a more satisfying customer experience.

Dominar la comunicación eficaz con los clientes por teléfono es clave para el éxito en logística. Empezá con una actitud positiva y profesional desde el primer saludo. Escuchá activamente, dejando que el cliente exprese sus necesidades y preocupaciones sin interrupciones. Usá un lenguaje claro y conciso, evitando jerga técnica que pueda confundir. Asegurate de tomar notas para no pasar por alto ningún detalle importante y luego puedas retransmitir a tu equipo para hacer los ajustes necesarios. Mantené un tono amigable pero profesional, y siempre confirmá que entendiste correctamente sus requerimientos. Finalmente, cerrá la conversación con un resumen de los próximos pasos y un agradecimiento por su tiempo.

La escucha activa no solo ayuda a resolver problemas de manera más efectiva, sino que también hace que los clientes se sientan valorados y comprendidos, lo que aumenta su satisfacción y lealtad hacia tu empresa.

Personally, using plain language and avoiding jargon ensures clarity and understanding. I lead by example with short sentences and easy words, which helps build trust and alignment with the customer. Transparency in communication fosters a positive interaction, where both parties are on the same page. For instance, I might say, "To clarify, here are the next steps we can take." This approach not only enhances customer satisfaction but also reinforces our commitment to clear, honest communication in every interaction.

Articulate your words clearly and at a moderate pace. Avoid technical jargon and complex language that might confuse the customer. Break down information into digestible chunks, ensuring they can follow along effortlessly.

Always speak clear and at a steady pace, talking to quickly can unease customers and make them feel as if your rushing. If your unable to explain something clearly or the customer is asking for specific instructions, don't be afraid to open up other lines of communication such as emailing the information and then following up with another call. You need to be confident in what your saying and your customer needs to understand your discussion without getting frustrated over repeated instructions or talk points.

Maintaining a positive tone is crucial, especially when navigating challenging conversations. Whether you’re addressing a customer concern, collaborating with colleagues, or discussing sensitive topics, a friendly and respectful demeanor can make all the difference.

Infuse your voice with positivity and warmth throughout the conversation. Even when addressing challenging issues, maintain a reassuring demeanor. Smiling while speaking can positively influence how your message is received, conveying sincerity and attentiveness.

Facial expressions and body language effect the tone of your voice, its important to understand this and be completely focused on the information from the person you are speaking with. I agree a positive tone conveys friendliness but you also need to be able to understand the other persons tone. If your too positive it can unease other people into thinking your not paying attention or your just agreeing to get rid of them so take the time to learn about body language and distraction ,and work on reducing the risk of these effects.

The tone of the voice in every conversation or any communication explains the mood of the person, how interested is the person in that conversation and where the conversation will end.

Além de falar devagar e com clareza, é importante também prestar atenção ao tom de voz e à entonação. Um tom de voz amigável e profissional pode fazer uma grande diferença na forma como a mensagem é recebida pelo cliente. Certifique-se de que sua voz transmite confiança e empatia, especialmente em situações delicadas ou quando o cliente está frustrado.

From my BKK own experience, active communication and empathy are the clues to a successful customer assistance. Empathy’s the name of the game.

La empatía también consiste en procurar en la medida de lo posible que la situación por la que el cliente se comunicó y se encuentra insatisfecho y/o molesto ya no se repita, si no, no se está cumpliendo con ser empático, ni solidario, ni con la calidad de nuestro servicio, ni la efectividad de la empresa, etc., ya que solamente se le está dando un paliativo al cliente.

For me, understanding the customer's feelings and sharing positive solutions builds a connection and trust. By actively listening and acknowledging their concerns, I create a supportive environment where customers feel valued. For example, saying, "I understand how frustrating that must be. Let's work together to find a solution," shows empathy and a commitment to resolving their issue. This approach not only enhances the customer experience but also strengthens relationships, fostering loyalty and satisfaction.

Expressing empathy is a powerful way to connect with others, especially when addressing their concerns or frustrations. Acknowledging their feelings and validating their experience can go a long way in building trust and understanding. Phrases like “I understand why that would be frustrating” or “I’m sorry you’re going through this” show genuine concern and let the person know they’re heard.

Express empathy by acknowledging the customer’s emotions. Validate their concerns with statements like "I understand how frustrating that must be" or "I’m sorry you’re experiencing this." Show genuine care and willingness to assist.

Use open-ended questions to encourage customers to elaborate on their issues. Clarify details with specific questions to uncover the root cause effectively. Avoid leading questions that assume answers, maintaining neutrality to gather unbiased information.

Es muy importante por cuestiones de estandarización, calidad y servicio, generar los checklist correspondientes para atender cada situación y necesidad que nuestros clientes puedan tener, con ello se garantiza en gran medida controlar la efectividad de nuestro servicio y la calidad de nuestra atención al cliente, además de mejorar otros factores, como los tiempos, procedimientos, recursos, etc.

Clarifying Questions: When faced with vague or incomplete information, ask for specifics. For instance: “Could you clarify which part of the process you’re having trouble with?” “Is there a specific error message you’re seeing?” Probing Questions: These delve deeper into the issue. Use them when you need more context: “What led up to this situation?” “Have you tried any troubleshooting steps?” Avoid Leading Questions: Instead of assuming the answer, keep questions neutral: Instead of “Did you click the wrong button?” try “What action did you take next?”

Once you ask the right questions you’re gonna provide an overall more effective experience to both the customer and yourself as an employee. Work smarter.

Formular preguntas correctas ayuda a obtener información valiosa, demuestra que valoras la opinión del cliente y contribuye a mejorar sus experiencias futuras

Always follow-up when you say you are going to. The moment you fail to do this, you lose the credibility and the relationship you've built. Emails are a great follow-up tool for providing an explanation of the discussion, points agreed and any further steps which often gives confidence that you have done what you've said, this really enhances the experience for any customers but also acts as a good reference for your colleagues should the customer come back to you when your not in the office.

Es muy importante que toda la información del seguimiento quede registrada en los sistemas, para que cualquier compañero al ver las notas conozca exactamente la atención que se le ofreció y recibió nuestro cliente, así como el proceso del seguimiento que se le está dando, y está misma información se le comparte al cliente y nos cercioramos que la comprenda completamente.

Next Steps: Briefly outline the steps you’ll take to address their issue. For example: “I’ll investigate this further and follow up with you by email.” “Our technical team will review the case and provide an update within 24 hours.” Timeline: Set expectations for when they can expect a resolution: “You should hear back from us by tomorrow afternoon.” “We’ll aim to resolve this within 48 hours.” Personal Touch: Provide your name and a direct contact method: “My name is [Your Name], and you can reach me at [Email/Phone].” “Feel free to reply to the email I’ll send you for any additional questions.” Positive ending leaves a lasting impression and reinforces trust.

An example I’ve seen is when you help a customer with something even if you didn’t resolve their issue but just contacted the right person from another department, it goes a long way.

Ser honesto com o cliente confiança não e algo que se compra se conquista, maioria dos cliente nos aciona devido a atrasos vou me retratar informando que entendo todo o transtorno causado e que de fato ouve um erro operacional, mas deixando claro que não e desta forma que trabalhamos e atendemos os nossos clientes, sem muitas justificativas pois a prioridade e resolver o problema e não buscar um culpado desta forma priorizo a entrega para o mesmo dia ou para o dia seguinte monitorando e passando as coordenadas ao cliente passo a passo até que seja finalizada a entrega, por fim o cliente apesar do transtorno devido ao atraso fica satisfeito com a atenção prestada ao caso com eficaz e rapidez na resolução de problemas através do atendimento.

Empathy is a valuable practice that enhances our connections with others. Practice Active Listening: When engaging with someone, give your full attention. Listen without distractions, and show genuine interest in what they’re saying. Embrace Vulnerability: Sharing your own vulnerabilities can create powerful connections. It shows that you’re open and willing to connect on a deeper level with others. Pay Attention to Others’ Needs: Observe non-verbal cues, body language, and tone of voice. Empathy is a skill that grows with practice. Look for opportunities to connect, understand, and support those around you.

Construir un vínculo sólido con los clientes requiere tiempo y esfuerzo, pero las recompensas, en términos de lealtad y promoción de boca en boca, son invaluables.

Handle Objections Gracefully: When faced with objections or concerns, approach them with a solution-oriented mindset. Address their issues calmly and offer practical resolutions, reinforcing their confidence in your support.